• Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. • Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities: i. Accomplish weekly deliverables, such as: Coaching compliance inclusive of RCAs and action Plans. Weekly Audit requirement and call scrubbings. Team attendance infractions insights thru internal Sutherland attendance tool. • ii. Provide ideas that can help the client improve their product, business, processes and/or policies. • iii. Present Team Performance to Clients in as needed basis. • Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale. • i. Set up accountability discussions on attendance and performance challenges. • ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews. • iii. Keep employees in the loop for any internal and external updates. Have Team participate on Site and Program employee engagement activities. • iv. Come up with Team level mini engagement activities to hype morale.

• Lead the implementation and improvement of customer engagement platforms • Manage product development workload including defining new offerings and service requirements • Collaborate with product development, architecture, engineering teams, and IT • Analyze complex business problems and define productized solutions • Ensure systems are scalable, performance-oriented, and compliant

• Lead site mobilization and establish resources for project execution • Plan and coordinate site activities for efficient operations • Manage subcontractors for compliance with safety and quality • Drive project execution to meet milestones and budget • Implement health, safety, and environmental standards • Oversee quality assurance and report site progress

• Responsible for serving as the “face of APUS” at locations needed for outreach and recruitment. • Establishes and maintains professional relationships with military and civilian staff & other key personnel within assigned AOR. • Implement strategic outreach plans to build and strengthen partnerships with community colleges and universities to meet institutional goals. • Cultivate and maintain collaborative relationships with academic leaders, administrators, faculty, and staff at partner institutions. • Lead initiatives to recruit students into public safety programs, providing guidance on career pathways in law enforcement, fire safety, and emergency management. • Build and maintain strong relationships with local law enforcement agencies, fire departments, emergency management organizations, and other public safety stakeholders. • Ensures marketing materials displayed in all assigned areas are kept replenished and current. • Maintains confidentiality of all APUS information. • Provides face-to-face and virtual assistance to current and prospective students. • In coordination with the Director, organize tabling events, communicate marketing needs, capture leads, and help establish new relationships with Community College student-facing departments. • Documents all business development, opportunities, and student information using a customer relationship management (CRM) tool. • Presents briefings and information to internal and external stakeholders regarding trends, issues and opportunities. • Attends ceremonies and other events on behalf of APUS and may make presentations of academic awards and other forms of recognition. • Attends community college transfer fairs and public safety events. • Assists the Director in the execution of strategies, plans, and objectives, informing them of potential marketing opportunities in AOR. • Develop innovative ways to market APUS to target audiences. • Provide input to the Director concerning advertising and marketing activities specific to AOR. • Periodically assists other team members with events located outside of assigned AOR. • Provides monthly environmental scan of AOR to include military installations and competitors. • Conducts initial contact and advisement to new and continuing students. • Performs other duties as assigned.