• Moderation von Schulworkshops zum Thema Gefahren im Internet und Cybermobbing

• Own end-to-end service delivery across active client accounts, ensuring execution meets or exceeds SLA commitments • Serve as the senior escalation point for complex operational issues and critical incidents • Balance technical realities with stakeholder expectations to resolve issues quickly and communicate clearly • Track delivery performance across accounts and surface risks before they become problems • Diagnose operational bottlenecks using a structured, root-cause analysis approach • Design, implement, and maintain SOPs that enable consistent, scalable execution • Identify manual overhead and deploy automation improvements to reduce friction and error • Continuously audit live workflows and coordinate fixes with technical teams when gaps are found • Manage the onboarding and technical setup process for new clients from scoping through successful adoption • Coordinate timelines, resources, and cross-functional dependencies to keep implementations on track • Translate business requirements into clear technical documentation that internal teams can act on • Ensure clients have a smooth, well-managed experience from day one • Establish clear KPIs and reporting structures that reflect real operational health • Use data to coach team members, identify delivery gaps, and improve overall velocity • Translate operational metrics into executive-ready insights that drive decisions • Build and maintain reporting frameworks that give leadership visibility without requiring manual updates • Act as the operational bridge between client-facing, technical, and product teams • Manage handoffs cleanly and reduce back-and-forth through clear documentation and process standards • Partner directly with leadership to align operational execution with business goals

• Perform vendor assessment of operational GxP systems (remote or onsite), including qualification and re-qualification. • Manage vendor inspection readiness program, including status for audit related CAPA and inspection readiness workstreams for GXP activities. • Utilize metrics and work plan to track and continually improve performance of quality operations workstreams. • Responsible for the review of API, Intermediate, labeled finished product and other Executed Batch Records and perform QA release of batches, including raw data review to ensure batch release requirements are met. • Classify, process and support deviation and complaint investigations and evaluate resulting corrective and preventive actions with vendors. • Develop and issues communications and reports to stakeholders as required. • Ability to communicate real-time quality information on all ongoing quality operations activities to senior management and stakeholders. • Develop procedures and other quality operations related documents to establish a library for multiple company types. • Develop and deliver presentations to internal and external audiences. • Coordinate the Quality Risk Management process throughout development and lifecycle management of the Product. • Prioritize ongoing Quality Risk Management efforts and assign appropriate team members to risk management activities in collaboration with technical leads, management, and project management. • Ensure that improvements in the risk assessment process are constantly identified, prioritized, and implemented. • Establish, implement, and maintain a system of work standards within the framework of site procedures and regulatory guidance. • Lead and/or support other projects as assigned

• Own the post-sale activation pipeline for TowPay cross-sell opportunities across the customer base • Directly drive activation with assigned accounts while equipping and enabling other Customer Ops team members to do the same at scale • Develop repeatable playbooks, messaging, and objection-handling frameworks to accelerate time-to-live • Track and report on activation rates, identify bottlenecks, and drive continuous improvement • Once customers are live, drive adoption of TowPay across transaction types, locations, and workflows • Partner with other customer facing teams to embed payments into customer habits and workflows • Identify underutilizing accounts and develop targeted engagement strategies to increase volume and depth of use • Serve as the subject matter expert on TowPay best practices for the broader Customer Ops team • Act as the primary liaison between Autura's finance team and customers on chargeback disputes, fraud flags, and risk escalations • Help customers understand their risk exposure and adopt practices that reduce chargebacks and protect their payment standing • Work cross-functionally to ensure Autura's risk policies are communicated clearly and applied consistently • Partner with sales teams across Autura's product lines to ensure TowPay booking estimates are grounded in realistic activation assumptions • Support smooth customer handoffs from sales to implementation by establishing clear expectations around the payments onboarding process • Provide deal-level input on payment-related questions and customer readiness • Synthesize customer feedback and field observations into structured, actionable input for the product team • Serve as the voice of the customer on payments — surfacing friction points, feature gaps, and competitive context that should inform roadmap priorities