• Own customer support performance across channels (phone, chat, email) • Accountable for SLAs, AHT, CSAT, quality, retention, and key metrics • Conduct recurring channel assessments using reports and quality measures • Own State Program KPIs and SLAs in line with company expectations and in accordance with the program guidelines • Develop and execute State Program operational strategies in partnership with Implementation Team • Leverage performance data and reporting to drive insights, recommendations, and improvements • Directly lead and develop your team of Support Specialists through coaching, motivation, and support • Enable Support Specialists to deliver exceptional service across all channels • Act as a key liaison between frontline Support Specialists and Support Leadership • Identify potential risks to Odyssey’s Support operation and the State Program, resolve issues, and implement risk mitigation plans • Run weekly interaction calibration sessions to ensure alignment on agent performance and quality expectations • Serve as primary point of contact for State Program escalations • Proactively share performance feedback with Support leadership • Partner with Head of Support to enhance processes • Conduct process reviews and establish best practices • Document and memorialize process improvements • Champion a continuous improvement mindset across Support and within State Programs

• Own the full portfolio of wholesale accounts, including revenue targets, seasonal strategy, line reviews, and business development. • Lead the assortment strategy and guide day-to-day wholesale operations—catalog updates, product setup, pricing, POs, inventory management, replenishment, logistical coordination, and promotional execution. • Conduct in-person meetings with priority wholesale partners to drive deeper relationships, understand local market needs, and unlock incremental growth opportunities. • Represent Kindred Bravely at major trade shows, markets, and showroom appointments. • Lead the preparation of all selling tools—line sheets, samples, merchandising displays, and seasonal storytelling in partnership with Marketing and Merchandising. • Build clear reporting around sell-in, sell-through, profitability, and inventory performance.

• Partner with Product Managers to plan and execute product roadmap initiatives. • Own end-to-end delivery of product initiatives from planning through release. • Manage cross-team dependencies across engineering, data, and operations teams. • Drive delivery trade-offs related to scope, timelines, and technical constraints. • Establish clear execution plans, milestones, and delivery visibility. • Identify risks early and proactively lead mitigation strategies. • Coordinate release planning and delivery cadence across multiple initiatives. • Act as a key liaison between Product, Engineering, and Clinical Operations. • Ensure accountability and alignment without owning the product roadmap. • Continuously improve delivery processes and execution practices.

• Own day-to-day TikTok Shop execution, optimization, and results. • Scale TikTok Shop from ~$25K/month to ~$100K/month in evergreen revenue within 12 months. • Manage performance against CPA, ROAS, and payback targets. • Execute assortment strategy, pricing, promotions, seeding, reviews, and livestream support. • Monitor shop health, fulfillment issues, refunds, and customer experience signals. • Recruit, onboard, and activate 1,500–2,500 TikTok Shop affiliates over 12 months. • Manage a tiered creator ecosystem: • High-volume affiliates • Consistent mid-tier creators • A small group of top performers • Drive repeat posting through clear incentives, commissions, and expectations. • Ensure predictable creator output aligned to product and promo priorities. • Track and analyze creator performance metrics including GMV, CVR, AOV, refunds, content volume, and posting consistency. • Identify top-performing creators and double down via seeding, bonuses, or higher commissions. • Test and optimize commission structures, promotions, and incentives. • Maintain creator scorecards and clear performance reporting. • Partner with Paid Media to surface top-performing TikTok Shop content for Spark Ads. • Support creator whitelisting and permissions (with guidance from Paid Media). • Ensure FTC compliance and adherence to brand guidelines. • Help scale creator content that can be reused across paid ads, PDPs, and organic social. • Build and run workflows to manage hundreds of active creators at once. • Use tools and dashboards to track affiliates, commissions, content, and usage rights. • Keep operations organized across seeding, communication, and follow-ups. • Ensure TikTok Shop runs smoothly without constant firefighting. • Work closely with Paid Media, Creative, Growth, E-commerce, and CX/Ops. • Align creator pushes with launches, promos, and inventory. • Feed TikTok Shop learnings back into paid ads, PDPs, and organic social.