• Oversee Credit Card Program operations • Manage relationships with Card Issuer and Network Provider • Coordinate ongoing program reviews • Manage card production processes • Own incident management processes • Lead audits and compliance tasks • Create and manage credit card policies and procedures • Manage marketing & asset approval processes

• Lead multiple client accounts, overseeing digital fundraising, advocacy, and engagement strategies across email, paid media, and web experiences • Develop campaign strategies, creative direction, budgets, and production schedules that drive revenue and engagement • Present strategy, creative concepts, and performance insights to clients • Partner with internal teams, vendors, and client stakeholders to deliver high-quality digital campaigns on time and on budget • Oversee campaign implementation across platforms, including email, donation pages, and digital advertising • Monitor performance, adjust strategy as needed, and analyze results to inform future campaigns and reporting • Provide guidance and mentorship to Digital Program Managers and Assistant Program Managers • Collaborate with Avalon’s paid media, production, and account teams to ensure strong execution and client satisfaction

• Own the program management infrastructure for IST Learning and Communications, establishing scalable processes • Develop, maintain, and evolve a centralized readiness dashboard and program tracker providing visibility into initiatives, content status, timelines, and dependencies • Lead cross-functional readiness planning for major initiatives and product releases affecting ISTs • Coordinate with teams delivering on-demand IST training to ensure aligned messaging, timing, and content • Drive the end-to-end IST release readiness process for all iReady releases • Partner with various teams to determine IST information needs • Write, edit, and collaborate on clear IST-facing communications

• Translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives. • Identify macro trends, recurring pain points, or areas of opportunity within customer interactions to ensure alignment between quality, training, performance management, and business priorities. • Partner with Product, Legal, Marketing, and Ops to turn insights into experience and process improvements. • Serve as the dedicated voice of Quality for multiple business lines and lead stakeholder meetings, QBRs, and program readouts to present quality intelligence trends and customer sentiment. • Advocate for the customer experience using complex data and empathetic framing. • Integrate interaction monitoring results with CSAT, social listening, reviews, and other data sources. • Coordinate pilot programs, process audits, or policy reviews informed by QI data; and track the implementation of QI-derived initiatives and report on impact to leadership. • Support the design and refresh of quality scorecards and evaluation frameworks.