• Collaborating with subject matter experts to understand presentation objectives, audience needs, and key messaging. • Designing and formatting presentations using PowerPoint or other presentation software, incorporating graphics, charts, and multimedia elements to enhance visual appeal and effectiveness. • Developing templates and style guides to maintain consistency and branding standards across all presentations. • Providing guidance and support to presenters on best practices for delivering impactful presentations, including storytelling techniques and slide design principles. • Managing multiple projects simultaneously and delivering presentations on time and within budget. • Staying current on presentation design trends and software tools to continually enhance the quality and effectiveness of presentations.

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings. • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling. • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work • Drive performance at the team manager, regional, and service level • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way • Manage both team manager and regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings • Share input and recommendations about service target setting. • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director • Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team. • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

• Own end-to-end performance management of strategic vendor partners, ensuring delivery against SLAs and continuous improvement in quality, efficiency, and compliance. • Develop and maintain robust KPI tracking and reporting frameworks to monitor vendor performance and identify opportunities for optimization. • Conduct deep-dive analyses to uncover root causes of performance gaps, drive accountability, and ensure corrective actions are implemented. • Partner with internal planning teams to align vendor capacity with short- and long-term business forecasts, ensuring scalability for new initiatives and pilots. • Lead regular business reviews with vendor leadership, synthesizing results, setting improvement plans, and maintaining alignment on priorities. • Ensure adherence to contractual, security, and policy requirements, while proactively identifying and mitigating operational and compliance risks. • Collaborate with cross-functional partners (Product, Policy, Legal, Training, Finance) to ensure vendor operations are tightly integrated with evolving business needs and strategy. • Define and execute the strategic vision for acquisition performance across APAC, aligning regional initiatives with global priorities. • Partner with cross-functional partners including regional sales and operations leaders to develop and manage incentive programs, set and track performance targets, and monitor outcomes against growth goals. • Lead forecasting, pipeline analysis, and capacity planning to ensure teams and vendors are resourced for success. • Drive lead prioritization and workflow optimization to maximize conversion and efficiency. • Translate performance data into actionable insights, influencing business decisions and process improvements. • Serve as the primary APAC point of contact for all acquisition-related initiatives, ensuring operational alignment, data integrity, and seamless communication across global stakeholders.

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings. • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling. • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work • Drive performance at the team manager, regional, and service level • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way • Manage regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings • Share input and recommendations about service target setting. • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director • Build and nurture an engaged and diverse team • Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team. • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company • Support strategic initiatives within Delivery and your service as needed • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community