• Learn about the business needs and utilize your deep knowledge of technology to design processes and automation to create the most efficient tool configuration possible • Participate in the evaluation and selection of technology tools used by Internal teams • Support the members of the management team to accomplish technology goals • Manage incoming tools/system access and configuration requests • Triage day-to-day issues that arise for internal and external tools • Partner with IT and engineering to implement and troubleshoot new processes and workflows

• Oversee a network of ~3,000 agents across multiple outsourcing partners • Validate daily staffing vs. committed projections from each vendor • Monitor daily schedule adherence, shrinkage, or interval compliance • Authorize, deny, or ask vendors for OT or VTO • Conduct Weekly/Monthly Business Reviews (WBR/MBR) • Monitor billing to ensure zero financial wastage; audit invoices • Coordinate with Workforce Management (WFM) to ensure vendors are staffed correctly

• Develop new certification programs in alignment with the Assurance roadmap. • Research global privacy laws, regulations, and industry frameworks to inform program requirements. • Draft program criteria, assessment requirements, and customer delivery modules. • Track regulatory and enforcement developments against relevant laws and frameworks (e.g., GDPR, CCPA) and assess program impact. • Recommend and document program updates, including version control and change history. • Communicate program updates and regulatory changes to Assurance team members. • Serve as a subject matter liaison for program requirements and updates. • Create and deliver internal training on program requirements and interpretations. • Support knowledge management initiatives across the Assurance team. • Partner with Product and Engineering to implement program requirements. • Contribute to process improvements that enhance program efficiency and scalability.

• Manage specific programs within our corporate objectives, managing key metric reporting & insights, and others that span cross functionally and require Founder level visibility. • Manage the collection and reporting of key objectives - driving alignment and transparency. • Program Management for the Engineering organization - defining goals, bringing together teams, ensuring execution and reporting on results. • Help set up, build the agenda for and manage a regular cadence for the CTO to have customer and partner calls, capturing and following up on action items from these meetings. • M&A operations - driving the organization, communication and program flow related to Mergers & Acquisitions. • Facilitate an ongoing CTO outreach to the organization via round table sessions and skip level 1:1s, prompting key topics for discussion, capturing employee sentiments and following up on action items or opportunities identified. • Drive the cross functional preparation for our Senior leadership meetings, managing the agenda and materials. • Liaise with program management across the organization on cross functional objectives