• Own the successful delivery of projects across your book of accounts, from kickoff through completion • Build strong, trust-based relationships with clients and act as a strategic partner in helping them achieve their goals • Proactively surface opportunities, risks, or gaps to clients before they become problems, acting as a calm, solutions-oriented voice in complex moments • Lead cross-functional teams spanning strategy, content, design, paid media, and web development — ensuring clarity, alignment, and accountability at every step • Be an advocate for both the client and the team, balancing empathy with accountability to drive healthy, long-term relationships • Create and maintain structured project plans, timelines, and trackers that help everyone stay focused and informed • Lead recurring client meetings with clarity and confidence, keeping communication proactive and expectations realistic • Ensure on-time delivery of all work — and when timelines shift, reset expectations thoughtfully with both clients and internal teams • Gather client inputs, approvals, and feedback efficiently, minimizing blockers and keeping momentum up • Communicate actively and transparently with internal teams and clients in real time (primarily via Slack and Zoom) • Review deliverables for accuracy, alignment with objectives, and overall quality before they reach the client • Track project goals and ensure measurable progress toward client outcomes and overall success

• Lead teams responsible for Application Performance Monitoring (APM), observability, and “eyes on glass” 24/7 monitoring functions. • Ensure proactive detection of service degradation and performance anomalies. • Drive adoption of modern monitoring tools, dashboards, and alerting frameworks. • Oversee the major incident process, ensuring rapid triage, escalation, communication, and resolution. • Serve as the escalation point for Critical/High incidents and coordinate cross-functional response. • Conduct post-incident reviews and ensure corrective actions are implemented. • Manage sustainment of critical integrations, ensuring reliability, version alignment, and lifecycle management. • Partner with engineering teams to ensure smooth handoffs from project delivery to steady-state operations. • Maintain documentation, runbooks, and operational readiness standards. • Track and improve KPIs such as MTTR, service availability, alert fidelity, and incident volume trends. • Identify systemic issues and drive continuous improvement initiatives across operations. • Ensure alignment with ITIL processes, especially incident, problem, and change management. • Lead, mentor, and develop a team of analysts, engineers, and incident managers. • Foster a culture of accountability, collaboration, and operational discipline. • Build succession plans, training programs, and career pathways for operational staff. • Partner with other ESOM teams to ensure end-to-end service reliability. • Work closely with the PMO on readiness for new services, innovation pilots, and portfolio changes. • Provide clear, concise communication to leadership during incidents and operational reviews.

• Evaluate existing internal processes and help improve or streamline them for efficiency, clarity, and alignment. • Assist in creating or documenting new procedures and their playbooks for internal workflows and collaboration. • Conduct targeted research and analysis to support decision-making on systems, tools, and operational improvements. • Draft and coordinate internal communications, including FEE’s monthly all-staff newsletter. • Monitor and support internal culture initiatives, such as LinkedIn posts and recruitment storytelling efforts. • Organize digital files, documents, and systems to ensure ease of access and consistent formatting. • Support the internship program through administrative tasks, including data management, intern communications, and general coordination. • Provide general operational support on cross-departmental projects as needed.

• Facilitate and oversee course administration taskings for over 900 students each month, supporting an average of 4,500 student registration and course administrative actions in CSOD or via email. • Candidates must be proficient or willing to learn the following Cornerstone OnDemand (CSOD) functions, including student registration requests, student holds, waitlist inquiries, prerequisite requirements, roster reconciliation, and graduation completions using manual processes in tandem with BOT assistance designed for our operational environment. Additional responsibilities include course material distribution, processing completion data for retroactive courses in CSOD, records & retention procedures using SharePoint, and shared mailbox triage. • Be proficient or willing to learn back-end administration of CSOD, which may include creating or cancelling “Events” (e.g., event IDs, course descriptions) and “Sessions” (e.g., dates, times, seat quotes). • Create and send mass “Login Information” and “Final Roster” communications to the Acquisition Workforce (AWF) in collaboration with the HSAI Training Operations Manager, Contracting Officer’s Representative (COR), and the HSAI contracting team using Microsoft Outlook Templates. • Understand the basics of Microsoft Teams, as it is the office’s virtual classroom platform; supporting courses under the HSAI Instructional Technologist may be required. • Have a working knowledge of Microsoft Teams, Outlook, Excel, Word, and SharePoint is essential to this role.