• A Manager of Crisis Operations has direct oversight and responsibility for Classic team operations which support TrevorText, TrevorChat, and TrevorLifeline (our life-affirming crisis services programs for LGBTQ+ youth). • You will oversee Crisis Operations Team Leads as they lead direct service staff to ensure our counselors are providing the highest quality life-affirming support to our text, chat and phone users. • You will manage team performance across core service KPIs, and drive impact to those KPIs by providing coaching, feedback, and development to Team Leads to affect growth in their teams. • Managers oversee day-to-day operations, ensuring efficient service delivery while driving innovation and best practices within crisis intervention. • Our crisis services operate 24/7 and Operations Managers may be expected to flex toward a non-traditional schedule that could include late nights, early mornings, and/or weekends, as needed.

• Lead the evolution of our support organization as a strategic Director of Support Operations • Architect a scalable, high-performance function that handles increasing volume through automation and technology rather than linear growth • Proactively identify and remove bottlenecks in operational architecture • Transform complex topics into a persuasive narrative for executive governance and stakeholder influence • Manage relationships with external data vendors and internal stakeholders • Cultivate a high-performing culture and empower team innovation through hands-on coaching • Drive issue resolution through deep healthcare data proficiency and oversee incident management

• Be the “Go-to-Person- for IT helpdesk requests • Diagnose and provide IT support for staff as required • Work with the HR and Security team to manage onboarding and offboarding activities • Set up and deploy laptops, devices, software, and other hardware • Assist with shipping and receiving of hardware assets • Manage MDM systems, including BYOD • Maintain the firm's inventory of all IT assets • Manage and secure endpoint devices at the direction of the Security Team • Provide training to staff on IT-related topics • Assist with change management and procurement activities • Other related duties as required

• Plan, implement, and manage highly strategic commercial activities and pipeline to short and long term business goals and annual revenue targets • Manage day-to-day operations for high-profile, strategic cruise accounts including promotions setup, performance health monitoring, merchant and customer support, and ongoing initiative preservation • Work closely with the teams to lead & attend meetings to monitor, troubleshoot, collaborate to solve issues, and communicate impacts/progress to internal/external stakeholders • Synthesize data such as performance metrics, credit metrics, and overall feedback to make effective recommendations • Serve as liaison between the Cruise Commercial business and Legal, Compliance, Fraud, Product, Analytics, Customer Service, and Underwriting/Credit teams, ensuring alignment and collaboration • Leverage Artificial Intelligence (AI) and automation to optimize business processes, reduce waste, improve quality, and enhance overall efficiency • Utilize your excellent organizational and time management skills to ensure projects remain on schedule