• Provide strategic direction, communication, training, and empowerment to Venue Directors of Operations to ensure alignment with sales goals, service excellence, and brand standards. • Build and sustain a strong leadership pipeline through succession planning and development initiatives. • Establish goals, monitor progress, and conduct regular performance and development reviews. • Partner with cross-functional teams to support enterprise initiatives and shared priorities. • Travel frequently to assigned venues to observe operations, provide in-person coaching, recognize strong performance, and ensure consistent hospitality delivery.

• Provides operational leadership to the NU Commons, bridging strategic direction with daily operations. • Oversees operational and programmatic functions of the Commons. • Guides development and implementation of Commons communities. • Partners and works collaboratively with leadership, schools, and departments throughout the university. • Manages community launches and operational changes. • Maintains and updates Commons guides, checklists, and resources. • Investigates and oversees engagement issues. • Leads design and implementation of engagement campaigns. • Administers the Quarterly Commons Engagement Recognition Awards.

• Monitor and maintain ceding analysis form. Understand dealer loss ratios, ceding process and warehousing. Be familiar with State DOWC guidelines. • Serve as the Facilitator for all new DOWC formation requests. Includes following up with all impacted departments (legal, compliance, product, forms, dealer services) • Handle incoming change request for formed DOWC’s. • Manage customer relationships from the point of sale through successful implementation, collaborating across the organization frequently throughout implementation with the goal of ensuring each piece of the journey meets customer goals and expectations.   • Always promote a “customer first” environment and attitude with customers and stakeholders across the organization. • Ensure new business requests are accurate and complete. Collaborate with Dealer Services team to ensure completion within department SLA’s.   • Understand the goals and objectives of dealer and agent requests and translate those needs appropriately to all interdepartment stakeholders. • Evaluate customer feedback and request. Periodically review ongoing training to reflect changes with web platforms, products and processes and stay abreast of any future client needs for training. Continuously adapt to customer needs and shape a training plan for the most effective results ensuring the training meets the customer expectations. • Provide process education to Agent and Dealer representatives as a subject matter expert, answering questions and ensuring the most efficient means for accomplishing the customer expectations and resetting expectations where necessary. • Provide support during dealer launches to support sales. Work with Dealer Services to ensure a successful launch and correct any technical issues that may occur. • Manage the cycle of exception requests, ensuring all stakeholders are notified and SLA’s are met. Understand the request and impacts from a sales, risk, product, form, and dealer services perspective.  • Deliver timely, professional training relevant to the new client relationship. Training request for new and existing dealers, new sales team members, and Agents. • Consult with sales on setups and changes for new large dealer groups.  • Serve as escalation point and backup for Support Level 1 as business needs dictate

• Cultivate and grow relationships with our clients most important consumers by earning their trust, advocating for their needs, developing audience expertise, and creating engaging environments. • Support the setup of community, aid account teams to conduct surveys, and utilize your experience to ascertain project teams. • Build relationships with consumers to encourage sharing of thoughts, feedback, opinions, and emotions. • Help to define and foster shared purpose and the appropriate tone among consumers in the community. • Author and deliver compelling and effective member communications (e.g., acquisition and onboarding, retention, and ongoing outreach). • Onboard community members, ensure community composition, and vet the member-facing community site. • Track, analyze, and optimize participation and community vibrancy. • Support your account team with new team member induction and organizing projects and documentation.