• Own and evangelize the "ai enablement map" across the company, where are we using AI, low to high, etc. • **Embed with teams to find and fix inefficiency**: Rotate through functions (Product, Design, Marketing, Support, and beyond) in 1-2 week engagements. Audit workflows, map repetitive tasks, identify the highest-leverage automation opportunities, build the solution, train the team, and document the results. • **Build agents and automations**: Develop task-specific AI agents and workflows (e.g., copywriting agents in Linear, research synthesis tools, automated status updates, monitoring bots) using whatever ships fastest: n8n, Claude, MCP integrations, Notion automations, or custom tooling. • **Create reusable enablement materials**: Build prompts, recipes, and templates that teams can self-serve from after your engagement ends. Make the work stick. • **Evaluate and govern AI tools**: Support AI tool POCs (Cursor, Replit, V0, and whatever comes next), maintain documentation on approved tools and best practices, and feed learnings back into company-wide AI fluency programming. • **Measure and communicate impact**: Track what worked, what didn't, and quantify time/effort saved. Present results to leadership and use them to prioritize future engagements.

• Define and own the end-to-end CX delivery operating model across all phases: Account Mobilization/Kick-off, Design, Build, Test, Go-live/Hypercare, and Support, working closely with CX Leads and team members. • Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates. • Govern adherence to the operating model while enabling flexibility for client-specific complexity. • Act as the owner of “how delivery works” across Product & Solutions delivery motions. • Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs, escalations, and steady-state operations. • Ensure operational consistency across delivery pods, teams, and client segments. • Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value. • Drive continuous improvement across CX workflows using structured problem-solving and data-backed analysis. • Own Automation & Operational technology deployments to identify and deploy automation opportunities that improve efficiency, quality, and scalability. • Champion an automation-first, systems-oriented mindset that reduces cost-to-deliver while increasing delivery confidence. • Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability. • Own delivery health reporting, dashboards, and executive-level insights. • Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making. • Surface early warning signals, trends, and systemic issues with clear recommendations for action. • Own the CX risk management and escalation framework, including triggers, severity definitions, and mitigation playbooks. • Serve as a senior escalation point for complex, cross-functional delivery challenges. • Lead root cause analysis and ensure learnings result in durable fixes to the operating model, not one-off solutions. • Act as the connective tissue between CX, Product, Engineering, Support, Finance, and Corporate Operations. • Ensure clean ownership, expectations, and handoffs across teams throughout the client lifecycle. • Align CX Ops priorities with enterprise initiatives, platform evolution, and organizational change. • Build, lead, and develop the CX Operations team, including enablement, insights, governance, and operational excellence roles. • Establish a strong CX Ops operating rhythm that reinforces accountability, learning, and continuous improvement. • Serve as a trusted partner to executive leadership on delivery health, scale readiness, and operational risk.

• Strategically manage executive calendars, including complex ELT scheduling • Prepare polished, high-level materials for executive briefings and actively manage follow-throughs • Support extensive travel scheduling, including all logistics and expense management • Manage scheduling and content coordination for team meetings, including Investment Committee meetings and key internal / external stakeholder meetings • Build and maintain strong internal relationships across Executive Assistants and other key functional groups • Act as a trusted partner with the team and senior leadership, anticipating needs, exercising sound judgment, and supporting effective decision-making • Maintain the annual calendar and coordinate team’s participation in key industry events and conferences, including logistics and budgets • Manage weekly team meetings and quarterly on-sites, including agenda, materials, notes, and time-bound follow-ups • Support the team’s operating cadence, including reviews and internal reporting, and track follow-ups to completion • Maintain and support CRM tools and core operational platforms • Support CRM data management, reporting, and data hygiene (including pipeline tracking and leadership-ready summaries) • Lead coordination of vendor contract activity in partnership with Procurement, Legal, IT, and Finance teams • Coordinate the annual communications calendar with external agencies and Corporate Communications • Draft and coordinate internal communications, updates, and leadership-ready summaries to support alignment across the Ventures organization • Coordinate review and approval process for press releases with Corporate Communications and Legal

• Assists in the due diligence and take-over process by completing file audits and unit inspections as well as conducting interviews and on-boarding processes. • Acts as a performance improvement resource to managers by following up to provide individual coaching and one-on-one training, conducting remedial and refresher training, and suggesting education and training alternatives and options based on specific situations. • Works with on-site team to provide vendor and marketing outreach to generate Community awareness and qualified traffic. • Establishes relationships with preferred employers within the market. • Oversees resident function efforts, including parties, birthday cards, welcome parties, unit visits, and other programs to achieve resident satisfaction goals. • Assists with establishing and implementing social media accounts, email templates, craigslist/free online advertising templates, websites and search optimization, and other on-line tools. • Conducts Focus Groups to identify housing needs and communicate potential new housing trends. • Monitors on-line rating and reputation management sites and assists on-site teams with response recommendations.