• Monitor and maintain ceding analysis form. Understand dealer loss ratios, ceding process and warehousing. Be familiar with State DOWC guidelines. • Serve as the Facilitator for all new DOWC formation requests. Includes following up with all impacted departments (legal, compliance, product, forms, dealer services) • Handle incoming change request for formed DOWC’s. • Manage customer relationships from the point of sale through successful implementation, collaborating across the organization frequently throughout implementation with the goal of ensuring each piece of the journey meets customer goals and expectations.   • Always promote a “customer first” environment and attitude with customers and stakeholders across the organization. • Ensure new business requests are accurate and complete. Collaborate with Dealer Services team to ensure completion within department SLA’s.   • Understand the goals and objectives of dealer and agent requests and translate those needs appropriately to all interdepartment stakeholders. • Evaluate customer feedback and request. Periodically review ongoing training to reflect changes with web platforms, products and processes and stay abreast of any future client needs for training. Continuously adapt to customer needs and shape a training plan for the most effective results ensuring the training meets the customer expectations. • Provide process education to Agent and Dealer representatives as a subject matter expert, answering questions and ensuring the most efficient means for accomplishing the customer expectations and resetting expectations where necessary. • Provide support during dealer launches to support sales. Work with Dealer Services to ensure a successful launch and correct any technical issues that may occur. • Manage the cycle of exception requests, ensuring all stakeholders are notified and SLA’s are met. Understand the request and impacts from a sales, risk, product, form, and dealer services perspective.  • Deliver timely, professional training relevant to the new client relationship. Training request for new and existing dealers, new sales team members, and Agents. • Consult with sales on setups and changes for new large dealer groups.  • Serve as escalation point and backup for Support Level 1 as business needs dictate

• Cultivate and grow relationships with our clients most important consumers by earning their trust, advocating for their needs, developing audience expertise, and creating engaging environments. • Support the setup of community, aid account teams to conduct surveys, and utilize your experience to ascertain project teams. • Build relationships with consumers to encourage sharing of thoughts, feedback, opinions, and emotions. • Help to define and foster shared purpose and the appropriate tone among consumers in the community. • Author and deliver compelling and effective member communications (e.g., acquisition and onboarding, retention, and ongoing outreach). • Onboard community members, ensure community composition, and vet the member-facing community site. • Track, analyze, and optimize participation and community vibrancy. • Support your account team with new team member induction and organizing projects and documentation.

• Serve as a key strategic partner to the CEO and oversee the organization’s core operational functions. • Provide high-level leadership for finance, technology, HR, and compliance, organizational planning and alignment, operational excellence, and long-term sustainability. • Partner with the CEO to ensure operational excellence. • Coordinate executive team operations to align organizational priorities and track progress. • Measure progress against the strategic plan and grant metrics. • Provide direct oversight and strategic guidance for teams responsible for HR, technology, finance, and compliance. • Ensure HR strategy, talent management, and organizational culture initiatives are executed effectively. • Champion an organizational culture that prioritizes clarity, team alignment, collaboration, and excellence. • Oversee financial strategy, including budgeting, forecasting, and long-term planning. • Ensure timely and accurate financial reporting to government, funders, and Board of Directors.

• Own performance of the West Coast B2B decoration and fulfillment operation, consistently hitting on-time SLA, quality, cost, and throughput targets. • Hire, onboard, and lead the site team, and drive accountability through clear roles and KPIs • Build weekly and daily production plans from demand forecasts, and adjust labor, workflows, and priorities to meet demand efficiently. • Keep production unblocked by owning equipment uptime, maintenance coverage, vendor support, and materials/consumables readiness. • Run end-to-end production tracking for inbound, production, QA, and outbound in one system with accurate real-time status and minimal manual entry • Manage procurement of all materials needed to run the site including thread, backing, ink, corrugate, packaging, etc. • Partner with IT, Ops, and 3PL teams to integrate production tracking with Quince OMS/WMS and automate status updates. • Resolve issues quickly, including rush orders, delays, inventory shortages, defects, and damaged goods, and drive fixes to prevent repeats. • Manage 3PL, logistics, vendors, and cross-functional partners to align on capacity, handoffs and service levels • Step in hands-on when needed to unblock work, cover gaps, and support the team during peaks or disruptions.