• Perform deep dives into performance monitoring (SLAs, ticket-level frameworks, etc.) and deliver actionable insights to support decision-making. • Identify non-scalable processes, prioritize them, and implement solutions such as automation, outsourcing, or AI-driven use cases. • Advocate for and prioritize efficiency improvements with Product teams. • Pilot new contact channel projects, such as a dedicated phone line, to support new customer segments (Large / Very Large Deals) and digitally challenged members. • Support the globalization of Alan's contact experience and anticipate impacts on the Care community. • Collaborate with Product teams to improve the efficiency of our tooling stack. • Lead change by implementing new processes and driving their adoption across relevant stakeholders. • Promote AI adoption within the Care community to build understanding and encourage its integration into day-to-day workflows. • Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the primary contact for the Care Ops team on tooling needs and projects, ensuring tools are up-to-date, integrated, and compliant with security and legal requirements. • Manage business relationships with external providers and oversee RFP processes.

• Support the Care Community globally (France, Belgium, Spain, Canada) by providing tools, processes, and data to deliver on our Roadmap and Strategic Plan. • Accountable for operational excellence and efficiency in Care, enabling the Community to offer a delightful service at scale. • Collaborate closely with Care, Ops, Data, Engineers, and Product teams. • Own the strategic management of outsourced activities globally, in tight articulation with Care’s strategic plan and ambitions on stellar quality and cost-to-serve reduction. • Engage and align external partners on Alan’s vision and Care’s strategic priorities. • Define and maintain the Outsourcing Area roadmap and priorities, aligned with Care’s strategic plan and capacity needs. • Be accountable for the operational performance of external partners on member satisfaction, productivity, and operational performance. • Own external cost management for Care outsourcing, monitor unit economics, and drive cost-per-ticket reduction. • Lead the Outsourcing Area, composed of Care Ops and Care Specialists involved in outsourced activities, ensuring clear mission, roles, and rituals for the Area.

• Define and lead the overall research operations strategy, ensuring alignment with enterprise vision and long-term innovation goals. • Drive operational excellence across all research programs, fostering efficiency, scalability, and impact. • Develop multi-year strategic plans for research funding, partnership growth, and resource allocation. • Collaborate with C-level executives to shape cross-departmental initiatives that connect research outputs to business and technology strategy, with a focus on integrating research roadmaps and requirements into the Product/software development planning cycles • Oversee a global portfolio of research partnerships with universities, government agencies, industry consortia, and innovation bodies. • Lead enterprise-wide grant management and funding acquisition, ensuring diversification of research revenue streams. • Establish governance frameworks to ensure compliance with grant and funding regulations, ethical standards, and data security. • Represent the organization in global research networks, advisory boards, and strategic consortiums to advance influence and visibility. • Build and optimize processes for proposal development, project delivery, monitoring, and reporting across research teams. • Oversee budgets for research programs and operational functions, ensuring efficient allocation of financial and human capital. • Define and monitor metrics for research impact, outcomes, and ROI to guide strategic decision-making and continuous improvement. • Actively reduce operational inefficiencies and modernize research delivery through the strategic adoption of AI, data analytics, and workflow automation. • Develop and monitor interactions between research and other units and divisions within the company to ensure high impact of research, knowledge transfer, timely dissemination and requirements communication. • Lead and mentor a team to deliver high-quality research outcomes and foster a culture of accountability and innovation, while embodying servant leadership and promoting proactive planning. • Establish frameworks for succession planning, workforce capability development, and leadership coaching across research functions. • Champion a culture of inclusion, ethical conduct, and collaboration across academic and industry research partnerships. • Act as a senior spokesperson and ambassador for the IOG’s research mission at global conferences, consortia, and policy forums. • Shape and influence the external funding landscape by engaging with key stakeholders, donors, and government bodies.

• Lead & Manage Daily Operations • Platform Account Operations Team — responsible for the preparation, lifecycle management, and maintenance of operational accounts on various digital and social media ecosystems. • Strategic Product Curation Team — responsible for discovering and validating high-potential products on leading global e-commerce marketplaces. • Oversee 2 operational departments: • Plan, prioritize, and coordinate daily workloads. • Ensure Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and deadlines are consistently achieved. • Optimize Platform Account Readiness • Develop and maintain lifecycle strategies for high-volume operational accounts, including initial setup and preparation. • Diagnose, troubleshoot, and resolve complex account challenges, restrictions, and behavioral issues related to platform policy. • Ensure the required inventory of operational accounts is maintained. • Work closely with engineering teams to align account behavior with operational support infrastructure. • Track key performance metrics such as account readiness success rate, longevity, platform compliance rate, and throughput. • Improve Strategic Product Curation Quality • Build and maintain clear guidelines and methodologies for identifying high-potential e-commerce products. • Monitor team performance and daily output quality. • Ensure product research relevance and alignment with current e-commerce market trends. • Cross-Team Collaboration • Act as a communication bridge between operational and technical teams. • Communicate operational bottlenecks, changes in platform behavior, and opportunities for process improvement. • Participate in strategic discussions and implement high-level operational decisions.