• Lead and directly manage the team of operational managers (Support, Engagement, Platform Education, PMO) • Provide strategic direction, performance feedback, and career development support to team leads and their direct reports • Coordinate priorities across teams to ensure alignment with OneForma’s platform goals and annual operations plan • Serve as the central point of accountability for cross-departmental execution, removing blockers and ensuring communication flow • Foster a culture of accountability, clarity, and professional growth across all direct-reporting managers • Coach managers on communication, delegation, and strategic thinking • Own operational performance tracking and reporting across assigned teams • Partner with Data and Analytics to extract actionable insights from user, project, and support data • Establish clear metrics and KPIs for each function (Support resolution rates, Engagement metrics, PMO delivery timelines, Education completion, etc.) • Serve as the operational connector between internal stakeholders within OneForma Operations • Ensure smooth coordination of initiatives and timely communication Collaborate between PMO, Engagement, Support + Product, Engineering to push those priorities forward • Identify process inefficiencies and lead continuous improvement initiatives across operations • Implement systems and tools that improve information flow, reporting consistency, and team coordination • Support the VP of Operations in executing new strategic programs

• Support loan activities after closing, including funding and account maintenance • Manage core system data and operational processes for specialized lending products • Perform general ledger and account reconciliations • Onboard loans and design onboarding procedures • Support audits and prepare documentation • Create and improve departmental procedures

• Help tame the Run the Business beast by removing unnecessary work and automating whenever possible • Create ad-hoc reporting and work on weekly/monthly/quarterly business reviews. • Own and run projects from end to end that support sales and/or operations initiatives. • Develop and manage dashboards, reports, and analytical tools to provide insights to senior leadership (both in sales as well as operations) • Troubleshoot issues and manage pilot programs and other initiatives. • Partner with our globally distributed team, including our offshore sales team to drive and increase revenue

• Manage multiple new account and maintenance operations queues • Provide support and resolution for inquiries from Financial Professionals and Field Offices • Recommend and implement process improvements to enhance service delivery • Collaborate with internal teams and external partners to resolve escalated issues • Successfully completes regulatory and job training requirements