• Ensures that correct processes, methodologies, and risk assessment are used on all projects. • Using revenue forecasting and sales pipeline data, defines and executes Project Management staffing and cross training plans such that trained resources are available as needed and capacity is efficiently utilized. • Monitors process performance against profitability, on time delivery, and quality targets. • Proactively identifies risks to ensure attainment of targets and engages cross functionally to mitigate risks. • Owns the operational component of the client relationship, ensuring that client requirements are captured and upheld. • Leads and participates in client meetings, status updates, and Quarterly and other Business Reviews. • Actively manages any reported deficiency in RWS deliverables, ensuring appropriate internal escalation and engagement of Sales, Department Management, and Quality Management. • Ensures timely and professional completion of root cause investigations, resolution, effectiveness verification, and client-facing CAPA reports. • Participates in RFP responses for new opportunities and client-facing bid defence meetings.

• Own day-to-day maintenance of the core program ops system • Provide screening and onboarding admin support • Provide payouts administration support • Maintain and improve the key program ops admin databases • Reduce manual work by building, testing, and iterating on AI-assisted workflows

• Serve as the primary point of contact for assigned federal accounts, building trusted relationships with key stakeholders, system integrators and partners. • Establish long-term relationships within assigned government customers while developing an understanding of the client’s strategic goals and overall impact on business results. • Understand customers' business objectives, technical needs, and success criteria, aligning Collibra’s services to meet their goals. • Support renewals and expansion by demonstrating technical value and best practices. • Understand customer mission objectives and map them to product capabilities. • Provide guidance during onboarding, deployment, upgrades, and ongoing operations. • Coordinate technical discussions, architecture reviews, and solution design sessions. • Assist with documentation, technical presentations, and briefings for government stakeholders. • Coordinate product functionality and roadmap meetings between product customers and the customer. • Coordinate Support, Services and Customer Engineering on customer projects and initiatives by providing project leadership and guidance based on customer overall objectives. • Align services delivery with customer’s business needs by ensuring successful project execution and implementations are delivered on time, within scope, and aligned to customer goals. • Drive customer alignment on goals, success criteria, and acceptance milestones. • Track project progress and provide regular status updates to customers and internal leadership. • Understand the customer’s high-level business challenges while functioning as an advisory resource for “Best Practices” in driving adoption of Collibra’s solutions. • Deliver reports for customers as required based on business objectives. • Identify and track key customer risk indicators (usage, sentiment, support volume, executive engagement, compliance). • Lead the effort with Sales and the technical teams to identify customer risk, performance issues, and opportunities for optimization. • Help customers avoid and/or mitigate issues with proactive guidance based on extensive customer experience. • Advocate for customer needs internally, influencing product roadmap and prioritization. • Act as point of contact for managing escalations, coordinating cross-functional resolution with Support, Product, and Engineering. • Provide clear and constructive product feedback to Collibra’s Product Management teams based on customer use-cases and requirements. • Be a customer advocate to ensure that escalations are resolved in a timely fashion.

• Own and scale core HR operational programs (e.g., employee lifecycle workflows, case management, and service delivery models), ensuring they are efficient, standardized, and built to support a global, high-growth organization • Lead the design and optimization of HR workflows within ServiceNow, driving automation, improving case resolution efficiency, and enhancing the end-to-end employee and manager experience • Translate complex HR and business requirements into scalable processes and system solutions, partnering across HR, IT, and Finance to streamline operations, reduce manual work, and improve data integrity • Partner with HRIS and IT to optimize system configurations, integrations, and workflows (e.g., Workday and ServiceNow) • Drive implementation of new tools, automation, and enhancements that improve efficiency and scalability • Lead change management and adoption strategies for new systems and process improvements • Act as the central program lead across HR verticals (Compensation, HRIS, HRBP, Talent, TA) • Partner with Finance, Legal, Payroll, and IT to ensure alignment on processes, compliance, and data flows • Manage dependencies, timelines, and stakeholder communication across complex, multi-functional initiatives • Define and track KPIs to measure program effectiveness and operational performance • Use data and employee feedback to identify gaps and drive continuous improvement • Proactively identify opportunities to increase efficiency, reduce friction, and improve employee experience