• Leads, researches, and coordinates the strategy execution, day-to-day administration and/or development of assigned program at enterprise level • Serves as the subject matter expert for assigned program, providing strategic direction across the business unit • Develops comprehensive program strategies and implementation plans to ensure successful execution at the organizational level • Collaborates across functional teams, including line of business (LOB) leaders, actuarial, Loss Control, and claims teams to refine existing coverage offerings and design new coverage solutions for established programs • Oversees the formulation of short- and long-term strategies and underwriting initiatives within the program, aligning with enterprise-wide objectives to drive business growth and profitability • Maintains primary responsibility for profit and loss management within the assigned program, developing and maintaining the program’s business plan to ensure financial stability and success • Establishes and communicates best practices and underwriting guidelines fostering consistency and excellence in underwriting operations • Conducts detailed analyses of premium and loss data, along with other key financial reports, on a monthly and quarterly basis to support sustainable and profitable growth • Proactively advises and collaborates with management, providing recommendations for strategic improvements to meet organizational goals and enhance underwriting outcomes • Drives innovation through the development of new product concepts, evaluation of existing offerings, and refinement of coverage language to optimize market competitiveness • Assesses the cost-benefit implications of market opportunities and product initiatives, recommending data-driven actions, including product enhancements, to strengthen the enterprise’s market position • Evaluates complex underwriting risks and provides analysis and guidance to the specialty underwriting team in determining the acceptability of business • Assesses coverage, limits, and pricing on complex accounts and provides underwriters with authorizations on accounts above their authority • Provides leadership in the strategic research, administration, development, and continuous optimization of new business unit programs, ensuring alignment with organizational objectives and industry best practices • Identifies market opportunities, analyzes competitive positioning, and develops program enhancements to drive sustainable growth and profitability. • Engages in extensive cross-functional collaboration with key stakeholders, including line of business (LOB) leaders, actuarial, Loss Control, and claims teams to facilitate the development of innovative programs that address emerging market demands and evolving risk profiles • Works closely with actuary teams to analyze key data trends, assess financial impact, and establish sound pricing strategies that optimize risk management while maintaining competitiveness. • Provides strategic direction to claims teams to ensure alignment between coverage offerings and claims management practices, fostering consistency and operational excellence. • Acts as a key advisor to senior leadership, offering insights and recommendations to support enterprise-wide decision-making related to new program development and strategic growth initiatives • Partners with and provides underwriting expertise to departments within the company, including organizing and assisting in preparation and teaching of underwriting workshops and seminars for underwriting teams. • Acts as a speaker or instructor for internal training exercises or meetings, and provides input or prepares articles, white papers, and underwriting bulletins on complex issues. • Reviews insurance publications and keeps current on issues by attending seminars and participating in formalized continuing education. • Represents the Specialty Business unit and EMC on various committees and events as appropriate and approved. • Partners with the Quality Assurance (QA) team to design, establish, and implement comprehensive internal auditing procedures, ensuring alignment with organizational standards and regulatory requirements. • Engages in strategic collaboration with underwriting (UW) leadership to assess team performance, identify areas of strength and opportunities for improvement, and develop structured initiatives to drive meaningful change and enhance operational efficiency.

• Own reporting and analysis of support contact trends (Lodging, Rental Cars, Flights, Suppliers), surfacing customer pain points and elevating them into actionable insights. • Partner with the Director of Service Delivery & Strategy to shape Client Ops initiatives using KPIs, trend analysis, and ROI-driven recommendations. • Monitor customer experience and operational KPIs, uncovering root causes for shifts in volume, contact drivers, or customer satisfaction. • Partner closely with leadership across Client Ops, Product, Technology, Finance, and Supply to ensure customer friction points are quantified, prioritized, and acted upon. • Own the reporting and analytics framework that informs strategic decisions, drives clarity, and strengthens accountability across the organization. • Deliver executive-ready analysis and narratives that influence long-term customer experience, operational efficiency, and cost strategies. • Lead and mentor two analysts within Client Ops, setting priorities, coaching on best practices, and elevating the function’s overall impact. • Ensure Client Operations teams have strong reporting infrastructure to track and manage performance daily, weekly, and monthly. • Oversee the production and accuracy of core reporting on agent performance and operational health, empowering team leads and managers to act quickly on risks and opportunities. • Champion data accessibility, accuracy, and usability, ensuring reporting serves both day-to-day needs and long-term strategic planning (e.g. AI & human handled reporting). • Support frontline and operational leaders with actionable insights that improve decision-making, drive accountability, and sustain consistent execution across multiple contact types and verticals. • Partner with Finance and Data teams to ensure Client Ops reporting maintains high data quality, reliability, and standardization across tools and dashboards.

• Own creative production strategy and prioritization for the Casino vertical. • Help define full-funnel creative coverage and priorities across channels, facilitating alignment, documentation, and final sign-off. • Manage end-to-end creative delivery — from briefing through review, QA/QC, and final sign-off. • Ensure all Casino assets meet creative quality standards, brand consistency, and channel requirements. • Partner with agencies and production partners (e.g., Monks) to deliver on creative needs efficiently and effectively. • Drive creative exploration and innovation for Casino, testing new visual systems, messaging frameworks, and AI-enabled workflows. • Partner with Media and Analytics to interpret performance data and apply learnings to future creative iterations. • Maintain clear alignment across stakeholders, balancing creative ambition with delivery timelines and production capacity. • Share creative performance updates, testing results, and insights in GTM forums and weekly reviews. • Collaborate with the Brand, Commercial, Product Marketing, Legal, Creative Ops partners to evolve production processes and standards.

• Strengthen current customer relationships by supporting customer service efforts • Increase market share by introducing new products to market in efforts to convert potential customers to Resideo customers • Present the Resideo story at dealer meetings, trade shows, and other industry events • Conduct “opportunity advancing sales calls” with contractors, integrators and other Industry Partners • Introduce new products to the marketplace • Proactively gather market intelligence, uncover growth opportunities, and deliver sales wins