• Administer the FMLA policy, including reviewing all FMLA documentation for accuracy and completeness. • Make recommendations to approve or deny FMLA requests based on established federal regulations. • Ensure processes adhere to established procedures and applicable laws. • Maintain compliance with all federal and state regulations and internal standards. • Serve as an internal reference for certification requirements and processing within the team. • Assist associates by guiding them through the leave of absence (LOA) request process. • Provide timely and accurate responses to associates and all levels of management regarding day-to-day issues. • Assist management with complex LOA situations, providing guidance within policy and legal guidelines. • Proactively manage business expectations and resolve concerns by communicating status and issues effectively. • Contact providers for necessary clarification. • Process all leave of absence paperwork according to established procedures. • Coordinate correspondence, forms, and other necessary documents via the claim system. • Maintain complete records of all LOA requests, including tracking and analysis of data. • Generate required reports and maintain accurate files, data input, and analysis. • Support management with special projects as necessary.

• Own day-to-day payment operations, including transaction monitoring, exception handling, and issue escalation for in-person and card-not-present payments across the platform. • Manage and optimize merchant onboarding workflows (KYC/KYB, underwriting, approvals, declines) in a PayFac or PayFac-as-a-Service operating model. • Oversee settlement, funding, and reconciliation processes, partnering with Finance and Accounting to ensure timely, accurate payouts to dealers and alignment with financial reporting. • Develop, document, and continuously improve standard operating procedures (SOPs), SLAs, and playbooks that support scalable, high-quality payments operations. • Monitor operational health at the client, region, and system-wide levels, proactively identifying anomalies, incidents, and trends that impact dealers or end customers. • Lead triage, escalation, and resolution of operational issues, coordinating across internal teams and external partners to restore service and communicate clearly with stakeholders. • Establish and maintain dashboards and reporting for key operational and commercial metrics, including authorization rates, funding timelines, exception volumes, chargebacks, and SLA adherence. • Own the definition, tracking, and reporting of performance criteria for the payments business: margin achievement, revenue, growth, and retention. • Prepare and present regular performance updates (weekly/monthly/quarterly) for the executive and senior leadership teams, highlighting trends, risks, and recommended actions. • Collaborate with Risk and Compliance to maintain controls for fraud monitoring, disputes, and regulatory requirements (PCI-DSS, KYC/KYB, AML). • Partner with cross-functional teams to turn operational and financial insights into product and process improvements that drive margin expansion, adoption, and reduced churn. • Support training and enablement for internal teams on payments processes, tools, and best practices.

• Identify and evaluate partner opportunities that complement Lightspeed and support payments, commerce, or dealership financial workflows. • Own day-to-day management of a portfolio of existing integrated partners, ensuring strong engagement, performance, and alignment with Lightspeed’s growth strategy. • Lead the sourcing, evaluation, and onboarding of new partners, including business case development and cross functional alignment. • Evaluate existing portfolio of alliance partners and define strategic programs to retire, replace, or grow. • Negotiate and refine commercial terms, including revenue share, referral structures, and incentives that support overall partner revenue growth. • Develop and execute joint go to market plans with partners (positioning, packaging, enablement, and promotions) to increase adoption among dealers. • Partner with cross-functional teams to prioritize and coordinate integrations that enhance the payments experience and dealer value. • Collaborate with executive leadership, Sales, Account Management, Revenue Operations, and Customer Success to drive partner attach rates, upsell opportunities, and expansion within the dealer base. • Own revenue and growth targets for this partner segment; monitor performance, forecast results, and recommend actions to hit or exceed goals. • Establish and report on key KPIs for the partner portfolio, including active partners, dealer adoption, partner revenue, churn, and contribution to overall payments revenue. • Stay current on ecosystem trends, competitive offerings, and dealer needs to continuously refine the partner strategy and pipeline.

• Lead the identification and execution of Variable Cost Productivity initiatives • Manage a team of experienced leaders • Develop and execute a comprehensive VCP plan • Partner with Service Delivery Regions and Global Segment teams • Promote VCP awareness across the USCAN organization • Lead, coach, and manage a high-performing team • Drive accountability for achieving USCAN VCP targets • Contribute as a member of the USCAN Service Leadership Team • Champion LEAN principles for continuous improvement • Build world-class teams through talent development and coaching