• Recruit, train and certify a sufficient and adequate number of active Evaluators from our internal database for specific projects (by emails/phone calls) • Manage the timely assignment and execution of the missions as per company standards, specific client requirements and project schedule/deadline • Coordinate and report project status to the Operations Manager or the Operations Team Lead

• Utilize internal tools and reporting to actively monitor fleet and charging infrastructure performance, identify emerging issues, and create tickets as needed. • Respond to customer tickets within 24 hours (excluding weekends), providing detailed updates and maintaining public communication at least once per week. • Diagnose operational problems using OEM portals and historical data to drive timely and effective resolutions. • Coordinate with dealers to resolve out-of-service assets and close completed tickets within 24 hours of resolution. • Identify performance trends and proactively engage customers to address potential issues before they escalate. • Serve as the central point of contact for escalated or long-term service issues, collaborating with OEMs, bus dealers, and internal teams to develop sustainable solutions. • Establish data-driven workflows to transition operations from reactive to proactive support. • Create and maintain knowledge-based articles, troubleshooting guides, and documentation to improve efficiency and empower the support team. • Lead periodic fleet performance review conversations with customers, providing constructive feedback and updates.

• Evaluate existing workflows to identify process inefficiencies, bottlenecks, and quality issues. • Develop and recommend improvements using methods such as process mapping, data analysis, and Lean Six Sigma. • Promote continuous process improvement and standardization by identifying gaps in service, training, or other processes, and drafting, developing, and/or updating business documents and requirements. • Lead or support client and internal cross-functional teams to develop and implement new processes and ensure a smooth transition. • Track key performance indicators (KPIs) and project outcomes, reporting findings and recommendations to management. • Supporting consulting with, and assisting the client with project coordination (e.g., stakeholder report), creating and maintaining program dashboard and process improvement. • Developing workflow processes to track progress and streamline operations; Assisting in the creation and establishment of a Process Asset Library, creating templates and documentation to support project management and education initiatives. • Assisting with the enterprise risk management program and training on identification, mitigations, and best practices. • Providing decision support through data gathering, information analysis, and presenting considerations to relevant stakeholders. • Conducting research and analysis to develop white papers, briefings, standard operating procedures (SOPs), Procedural Instructions (PI), and executive summaries. • Developing concise, professional, and compelling executive presentations on major initiatives. • Support organizational planning and coordination for a wide variety of summits, initiatives, and educational opportunities. • Coordinates with offsite, remote, and/or external organizations, teams, and/or vendors to conduct data calls, complete tasks, and manage initiatives. • Identifying and managing ad hoc strategic projects. • Updating and maintaining multiple client SharePoint sites, dashboards, and shared drives.

• Scheduling all Protocol-required tasks for in-life studies • Managing the department level study schedule and resources • Supporting Research Associate Supervisors, Study Supervisors, and Study Directors in scheduling • Creating the employee daily task schedule based on study schedule and departmental needs • Liaising with other departments to coordinate logistical challenges • Assisting with verification and posting of all generated schedules • Troubleshooting logistical challenges associated with workload and study execution • Maintaining consultant and contractor calendar as needed • Assisting in special projects as needed