• Own end-to-end operational delivery for Keeper’s U.S. Federal deployments, including planning, execution, cutover, sustainment, and continuous improvement across controlled environments (IL5, IL6, and classified networks) • Serve as a hands-on technical lead for federal platform operations, driving deployment readiness, release processes, troubleshooting, and operational best practices in restricted environments • Lead cross-functional execution to align Engineering, Security, Product, QA, and Customer Success to federal operational and compliance requirements • Establish and maintain deployment standards, release gates, configuration baselines, and rollback procedures for federal environments • Ensure products are fully tested, validated, and operationally ready prior to deployment into controlled government systems • Own configuration management, patching cadence, change control, and sustainment processes for federal environments • Lead authorization and compliance efforts supporting federal frameworks (e.g., FedRAMP, RMF/NIST 800-53, DoD Cloud Computing SRG; ICD 503 as applicable) • Oversee creation and maintenance of security artifacts, operational documentation, and continuous monitoring evidence required for authorization and ongoing operations • Own operational risk management across federal deployments, ensuring alignment with government security directives, policies, and operational controls • Coordinate with government security officers, approval authorities, system integrators/primes, and mission partners to support secure deployments and ongoing operations • Drive operational metrics and reporting for reliability, readiness, incident trends, deployment performance, and compliance posture • Lead critical customer-impacting investigations and incident response for federal environments, including postmortems and corrective action plans • Provide player/coach leadership for a small team and/or matrixed contributors, focusing on execution and delivery outcomes • Travel up to 25% of the time and attend Keeper-related events (locally and nationally)

• Manage and inspire a rapidly growing global team of Care Navigators across multiple functions (inbound, assigned, clinical) • Monitor funnel metrics, remove blockers, and implement improvements to boost speed, conversion, and quality • Run 1:1s, deliver feedback, manage performance plans, and champion professional development • Lead retrospectives, maintain SOPs, and run QA processes to ensure consistency as we scale • Collaborate with Product, Clinical, and Engineering teams to resolve issues and shape tooling that empowers the frontline • Step into workflows yourself when needed—modeling the urgency, empathy, and rigor we expect from the team

• Support Wayfinder’s back-to-school fulfillment season by placing orders, tracking progress, and troubleshooting issues in close partnership with our printing/shipping vendor • Support Accounts Payable by processing bill payments and coordinating approvals and coding so bills are paid on time and accurately recorded. • Liaise with customers to ensure timely payment of invoices and support an effective Accounts Receivable (AR) system • Monitor and triage multiple company email inboxes, responding to requests, routing messages to the right owners, and keeping communications organized and easy to find • Contribute to maintaining an accurate and actionable CRM (Salesforce) by updating accounts, pulling reports, and conducting analyses, as needed • Supported Wayfinder’s sales tax process by requesting and managing exemption certificates, tracking state-by-state requirements, supporting state registrations, and helping maintain ongoing compliance. • Work cross-departmentally to strategize and develop improvements and processes that contribute to the operational success of Wayfinder • Supported Business Operations by maintaining accurate company records and documentation (e.g., W-9s, insurance, corporate details), and providing information to customers and sales reps as needed. • Provide day-to-day tech support and reinforced company tech compliance (access, tools, and basic troubleshooting) • Support People Operations with Onboarding & Offboarding of Employees, Contractors, and other strategic partners

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Direct hotel performance for a pre-determined portfolio within the Americas region supporting the RVP at priority hotels, markets and focus brands to improve the overall hotel metrics. Required to work in the field alongside the hotel, owner and operator teams to improve operational and commercial performance and build a culture of excellence on property. - Collaborate with RVP to lead strategic business reviews with each owner/GM/management company to assess performance, set goals, and align on a prioritized annual plan across revenue, sales, operations, guest experience, and loyalty delivery. - Conduct recurring performance consulting meetings, on-site property visits and virtual calls to review results, remove barriers, and drive execution against agreed actions. - Create practical action plans with clear owners/GM accountabilities, timelines, and impact measures; track progress and course correct as needed. - Log all actions and follow ups into the Engagement center to provide a clear picture of hotel status. - Triage portfolio needs and deploy specialist support for complex issues; coordinate plans and ensure sustained execution. - Drive measurable improvement in guest experience and service delivery through root-cause analysis, coaching, and operational playbooks. - Lead post quality inspection follow-up with hotels to address findings and improve readiness for future evaluations. - Contribute to market meetings and owner/hotel forums to communicate strategy and share best practices. - Partner with PIP, Plan Review, HOST/NHOP and Development to support openings, conversions, and renovations. - Identify growth signals within the portfolio and actively partner with Development by sharing qualified leads. Qualifications - Bachelors degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience. - 4-7 years progressive work-related experience with demonstrated proficiency in customer service within the Service/Hospitality industry. - Demonstrated expertise in hotel operations. - Demonstrated understanding and knowledge of the laws and regulations for both State/Provincial and National. - Demonstrated expertise in commercial areas and platforms: revenue management, sales and marketing, channel strategy. - Ability to collaborate/coordinate Specialists to direct services where most needed. - Demonstrated clear, concise and succinct communication skills. - Demonstrated knowledge of hotel systems, programs and training principles and procedures. - Demonstrated problem solving and time management skills. - Demonstrated attention to detail and ability to manage multiple tasks/clients required. - Demonstrate strong influencing skills. - Ability to use AI, Excel, PowerPoint and Tableau Dashboards. Requirements - Travel – 60% - Location – Remote: Candidate must reside in New York. - The salary range for this role is $108,000.00 to $140,000.00. - This role is also eligible for bonus pay (as applicable). Benefits - Comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees. - Impressive room discounts across our many properties. - Recharge days and volunteering days throughout the year. - Support for wellbeing in your health, lifestyle, and workplace through our myWellbeing framework.