• Cultivates and maintains customer relationships within assigned account base. • Actively create tasks that impact service design, success and impact future concepts, products, and innovations. • Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues. • Host ongoing webinars and trainings for Managed Services customers and internal teams. • Proactively developing campaigns to re-engage customers and increase customer KPI’s to ensure service excellence and satisfaction. • Provide clear instructions to customer care analyst for project work. • Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff. • Excellent time management of projects and meetings while adhering to deadlines. • Create, develop, and use presentation materials for onsite or WebEx meetings with customers. • Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified. • High level understanding of all other GHX services and customer activity of account health to aid in an increased adoption of GHX’s recommended practices. • Work closely with the CSM and ESE team to ensure customer satisfaction and new potential sales opportunities. • Works closely with Solutions Delivery, Sales, and Customer Success Managers to oversee all phases of the implementation process. • Develops an in-depth knowledge of customer environment and GHX product knowledge to achieve goals and solve complex problems while fostering innovation. • Travel may be required (approximate 20%). • Able/willing to work 8am-5pm Eastern Time Zone (Monday-Friday).

• Own Transfer’s credit risk underwriting program, including policies, scorecards, and playbooks for customer onboarding, periodic reviews, and exception handling enabling consistent, high quality risk decisions as the portfolio scales. • Manage portfolio-level financial exposure across ACH, RTP, and FedNow by monitoring customer activity, return behavior, liquidity risk, and solvency signals, reducing the likelihood of unexpected losses and balance-sheet shocks. • Evaluate complex and higher-risk use cases, such as crypto, lenders, platforms, and liquidity-fronted customers allowing Plaid to support new business models safely. • Partner with Transfer Operations on day-to-day risk decisions and escalations, including setting and adjusting holds, reserves, limits, and pre-funding requirements ensuring fast, coordinated responses to emerging risk events. • Develop and maintain executive-level risk reporting, including exposure tracking, reserve adequacy, and loss forecasting, improving leadership visibility and decision-making. • Enable operational scale through training and documentation, creating self-serve guides and decision frameworks for customer oversight teams driving consistency and reducing operational risk as volume grows. • Collaborate cross-functionally with Product, Engineering, AML/Compliance, and Finance to translate risk policy into tooling, workflows, and automated controls embedding risk management directly into the Transfer platform. • Continuously improve risk frameworks and tooling by incorporating data insights, post-mortems, and industry best practices, keeping Plaid’s risk posture aligned with evolving threats and growth objectives.

• Lead, mentor, and develop a team of BI engineers through regular one-on-ones, standups, performance reviews, goal alignment, and career planning to ensure high performance and engagement on high-impact initiatives. • Ensure the BI team has the necessary training, skills, and technical capabilities (e.g., SQL, Python, Tableau/Power BI, data modeling) to meet current and future business needs. • Set the technical direction for the BI team, including evaluating and recommending tools and technologies to improve the scalability, reliability, and effectiveness of data pipelines, models, and reporting environments. • Maintain a highly reliable, scalable, and well-governed analytics and reporting environment, ensuring data remains accurate, complete, consistent, and up to date. • Proactively identify, troubleshoot, and resolve issues within the BI and analytics domain, while continuously improving data quality, pipelines, and reporting performance. • Collaborate with cross-functional partners to identify, prioritize, and deliver analytics and reporting solutions that meet evolving business requirements. • Partner closely with executives, business leaders, and other stakeholders to ensure data models, dashboards, and insights support decision-making and align with business objectives. • Define and enforce user interface, visualization, and reporting standards in accordance with company guidelines to ensure consistency, usability, and clarity across analytics outputs.

• Translate the Chief Product Officer’s strategic direction into actionable seasonal and annual merchandising plans by channel. • Manage SKU and assortment architecture with a focus on profitability, inventory health, and aligning products to customer expectations. • Partner with Planning to develop category forecasts, SKU productivity targets, and optimize in-season performance. • Use data and customer insights to make in-season adjustments that drive revenue, margin, and overall results. • Identify whitespace opportunities in products and presentations within brand and product guidelines. • Track competitor activity and translate insights into actionable opportunities related to assortment, colors, fabrics, styles, curated edits, trends, and pricing. • Partner with Marketing, Growth, Operations, Ecommerce, and Product to ensure cohesive go-to-market execution aligned to sales and merchandising goals. • Maintain alignment across teams on timelines, inventory, product priorities, and authentic brand storytelling. • Build visual and analytical tools to support merchandising execution and cross-functional alignment. • Manage, mentor, develop merchandising associates. • Implement best-in-class site merchandising to maximize conversion, discoverability, and engagement. • Drive seasonal and core sales to meet or exceed plan expectations. • Leverage product reviews, graphics, video, and fit tips to highlight product benefits. • Support PLP/PDP optimization, collections, and navigation to reinforce merchandising storytelling and sales plans. • Identify asset needs (photography, styles, colors) and partner with ecommerce to fill gaps. • Collaborate on A/B tests for content, pricing display, site pathing, and merchandising layouts. • Partner to maximize site performance through analysis of sales, category & product trends, seasonality, launch timing, customer cohorts, and LTV behavior. • Work with Marketing to align landing pages, sales plans, and campaign messaging. • Analyze site metrics (conversion, click-through, search behavior, funnel drop-off), return/exchange data, and product journey insights to inform merchandising actions and improve LTV. • Evaluate product combinations, bundles, and sets to optimize loyalty, retention, and customer lifetime value. • Synthesize weekly reporting into quarterly summaries highlighting insights, recommended actions, challenges, and opportunities. • Drive enhanced site presentation, copy, and assets to improve customer education and experience. • Own customer calls, focus groups, and wear tests to unlock customer mindset and identify opportunities to improve products, increase purchase frequency, and grow LTV.