• Manage and execute electrical product certification projects from application through certification recommendation in accordance with ISO/IEC 17065 and ICC-ES procedures • Review product construction, schematics, technical documentation, and test reports for compliance with applicable CSA, UL, IEC, and related standards • Define project scope, applicable standards, testing requirements, and certification pathways • Coordinate testing activities with ISO/IEC 17025-accredited laboratories and monitor project progress • Prepare technical evaluation summaries and support Certification Decision Maker(s) (CDMs) with complete, defensible files • Serve as the primary technical contact for clients, ensuring clear communication and timely resolution of technical issues • Design, implement, and continuously improve certification workflows from application intake through certification issuance and surveillance • Develop and maintain standard operating procedures (SOPs), evaluation templates, checklists, and process documentation in alignment with ISO/IEC 17065 and SCC requirements • Establish and monitor operational KPIs (cycle time, backlog, utilization, quality of reports, on-time delivery, customer satisfaction) and drive continuous improvement • Oversee workload planning, resource allocation, and prioritization of certification activities • Support recruitment, onboarding, mentoring, and performance development of certification engineers as the team expands • Ensure certification activities meet all traceability, impartiality, and documentation requirements under ISO/IEC 17065 and the ICC-ES Quality Management System • Support internal audits, management reviews, and external accreditation assessments • Performs other related duties as assigned

• Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment • Seek opportunities to review operational processes and the commercial relationship with management team and provide suggestions for improvement • Have a strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer • Develop learning program for closing own short- and long-term competency gaps • Assist the consultants in appropriately responding and resolving customers inquiries • Monitor, sort and work on contact and reservation queues to maintain quality control from

• monitoring, analyzing, and developing operations metrics • Performs technical analysis of operations related events • Creates the Operations Scorecard • Works cross-functionally with applicable teams to uncover root causes to operational issues • Participates in the development of operations metrics summaries and presents to Operators and applicable business units • Serves as a subject matter expert on operational data and analytics • Supports grid operations and market data, processes and systems for Reliability Coordinator, Balancing Authority and Market operations • Represents the ISO and independently coordinates with management, operators, engineers, operational readiness staff and technology staff • Provides leadership and training for operators, engineers and others as needed

• Ensure smooth operation of the related IT systems and business processes. • Oversee daily metrics and adjust admin settings accordingly. • Assist the team and partners on handling special cases, take a lead in investigation of the root cause. • Set up and manage product support team, customer technical support, job schedules. • Oversee production support teams, user technical support, production job schedules. • Handle tech related issues on payment providers’ integrations, including consulting of tech teams. • Lead the improvements of the business processes related to payment providers. • Monitor and keep the related product metrics within the set targets and boundaries, including the metrics for costs, profit, risk levels etc. • Manage relationships with third-party vendors for support and project management. • Keeping the related product documentation full and up-to-date. • Understand and track applicable regulatory and reporting requirements. • Manage periodic audits (based on policies and procedures) to ensure compliance with regulatory, enterprise security requirements. • Assist in preparing the IT organization’s disaster recovery and business continuity plans, policies, and procedures. • Perform any other duties as required or assigned.