• Serve as the central internal operator for select global strategic partnerships. • Coordinate execution across US and EMEA teams to ensure process alignment and operational consistency. • Identify and resolve operational bottlenecks impacting the partnership. • Track and monitor new orders, product flow, inventory forecasting, and supply alignment across regions and functions. • Develop and manage global pricing structures. • Oversee and implement pricing updates. • Maintain SKU governance, including new product introductions. • Ensure document readiness for product launches and country expansions. • Maintain data integrity across systems affecting global partnership execution. • Lead internal operational readiness for new country activations, global partners. • Oversee operational coordination for new product development initiatives. • Unify processes between SprintRay global organizations (US, EMEA, APAC).

• Deploy the new group manufacturing system (Level 2) across 10 to 15 sites • Ensure consistency and sustainability of practices across plants • Train and coach teams at all levels of the organization • Act as a hands-on coach to reinforce structured problem-solving • Drive change and adoption of continuous improvement ways of working • Enable alignment and knowledge sharing across the plant network

• Portfolio Reporting & Monitoring - Maintain a weekly implementation portfolio view across all active implementations — covering RAG status, cycle time by product line, projected go-live dates, and IS capacity utilization. Build and maintain the ClickUp dashboards, list views, and custom fields that give real-time visibility into portfolio health. Ensure the data is clean, current, and trustworthy. • Theme Identification & Analysis - Synthesize data from ClickUp, HubSpot, and Pendo into a regular themes brief for the VP of Implementation. Not a data dump — a narrative. What is the data telling us? Where are implementations stalling? Which product lines are trending red? Which customer segments are highest risk? Flag anomalies before they become fires: deals that are off-pace, handoffs with missing data, go-lives likely to slip. • Leadership & Board Readout Support - Own the data preparation for QFE slides, L10 scorecards, and board-level implementation metrics. Ensure every number is accurate, consistent, and told with the right context. Build and maintain the single source of truth for implementation KPIs: cycle time by product line, on-time go-live rate, IS capacity and utilization, NPS at go-live and CS handoff, time-to-first-value, and sales-to-kickoff lag. • Data Integrity & Operational Cadence - Audit ClickUp data quality on an ongoing basis — ensure Implementation Specialists are logging correctly, dates are accurate, and project boards reflect reality. Build the operational cadence that makes reliable reporting possible: what gets logged, when, by whom, and how it flows into the reporting layer. Partner with the Director of Implementations to ensure process documentation accuracy aligns with how work is actually tracked. • Cross-Functional Data Liaison - Pull HubSpot deal data to track sales-to-implementation handoff quality and time-to-kickoff trends. Pull Pendo usage data to surface adoption signals that correlate with implementation health. Coordinate with Finance and Operations on implementation labor cost data when needed to support capacity modeling and planning.

• Lead day-to-day service delivery operations across helpdesk, security operations, and engineering • Design, implement, and continuously improve scalable operational processes, workflows, and performance standards • Partner with executive leadership, sales, customer success, and project management to support growth, profitability, and long-term operational maturity • Foster a high-performing culture through the mentorship and guidance of Operations team leaders and staff • Oversee service delivery performance, including responsiveness, efficiency, communication, and issue resolution • Improve visibility into team performance with clear and transparent KPIs around ticket flow, escalations, and client-impacting issues • Help reduce reactive support volume through improved standards, documentation, and proactive management • Oversee the engineering, security and helpdesk functions to ensure customer deliverables are properly scoped, scheduled, staffed, and completed on time • Manage priorities across implementations, escalations, client initiatives, and internal projects • Ensure technical delivery aligns with company standards and best practices • Improve and maintain key operational processes including ticket lifecycle management, escalation governance, inter-team handoffs, project coordination, and documentation quality • Use KPIs, reporting, and operational data to identify issues and drive improvement • Strengthen the use of PSA, documentation, and service management tools to improve consistency and efficiency • Prepare and deliver executive and board-level reporting tied directly to operational performance, customer health, and delivery risk indicators