• Own Installation Performance End-to-End • Define and evolve Mexico’s installation operating model, including service tiers, SLAs, coverage strategy, and decision rules for internal installers vs. partners. • Build capacity and demand plans (forecasting, regional coverage, surge planning). • Establish and uphold a single set of standards for quality, documentation, and customer experience across all installer channels. • Drive Execution • Lead Mexico’s installation intake and prioritization cadence with key stakeholders to ensure the right work is matched to the right resources. • Coordinate readiness across Sales, Implementation, Support, Product, and installers to reduce delays, missed appointments, and rework. • Partner with Sales and key stakeholders on complex rollouts to align milestones, dependencies, and customer outcomes. • Build the Quality Improvement Loop • Own quality enforcement across Mexico: job sheet accuracy, documentation compliance, photo standards, verification processes, and post-install defect reduction. • Identify root causes (process gaps, training needs, SOP clarity, tooling issues, hardware readiness) and drive durable cross-functional fixes. • Maintain and continuously improve SOPs, checklists, and enablement resources to keep installers and partners current on products and standards. • Manage and Scale the Installation Partner Portfolio • Manage day-to-day relationships with installation partners supporting Mexico (overflow coverage, geographic gaps, specialized work). • Lead partner onboarding, enablement, and certification to company standards. • Drive partner performance through scorecards, corrective action plans, and Quarterly Business Reviews (QBRs).

• Help existing clients succeed and take full advantage of the platform • Report to and work directly with the CEO • Lead the company's engagement with category leaders in a variety of industries • Solve some of their biggest challenges

• Manage a portfolio of existing, “live” customers on the SmarterDx platform • Develop deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives • Partner with CS leadership to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes • Lead hand-offs from Sales to CS, through implementation and go-live • Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers • Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals • Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements • Surface customer success stories, and help build a list of reference customers • If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

This is a remote position. MasterStart is a global learning consultancy that places human connection at the heart of our flexible and fully supported online courses. Our portfolio of courses empowers learners to grow, adapt and develop their careers in our fast-changing world. At MasterStart, we cultivate and champion competence, confidence, curiosity and character, equipping people not only with knowledge, but with the mindset and integrity required to apply it with impact. We are looking for a hands-on Coach to engage with us on a freelance basis in a dynamic, fast-paced, and fast-growing environment. The Coach must have extensive training or facilitation experience (both in person and online) as they will be responsible for facilitating high-quality learning and development experiences through both in-person and virtual platforms on a contract basis. This role involves designing, developing, and delivering engaging coaching sessions to support the professional growth of learners. The Coach will also provide learner support, mentor at-risk learners, and support industry experts in delivering interactive and impactful sessions using innovative online tools to enhance learner engagement. We are seeking a tech-savvy and energetic individual who brings flexibility, initiative, and a results-driven approach to delivery. As this is a freelance engagement, the role offers the opportunity to contribute meaningfully to specific programmes while working within defined delivery periods aligned to business needs. Duties and Responsibilities: Coaching, Facilitation and Communities of Practice · Facilitate engaging and interactive coaching sessions to support learner success and professional growth through virtual environments. · Drive and continuously interact on Communities of Practice by sharing best practices and creating new knowledge to advance a domain of learning and professional practice. · Facilitate knowledge sharing and collaboration by developing and implementing strategies to encourage active participation and engagement within the community. · Organise and moderate regular meetings, forums, and workshops to share best practices, insights, and innovations. · Create and maintain a central repository for resources, tools, and documentation relevant to the community’s focus areas. · Identify and onboard new members, ensuring alignment with the community's goals and values. · Foster a sense of belonging and shared purpose by promoting networking opportunities and relationship-building. · Use a variety of facilitation techniques and formats within the different learning platforms (e.g., communities, one-on-one coaching, group facilitation, mentoring) to ensure learning objectives are achieved and learners are motivated to engage. · Adapt coaching styles to meet diverse learning preferences and ensure an inclusive learning environment for all participants. · Support industry experts in delivering interactive and impactful sessions, providing guidance on using online tools and techniques to enhance learner engagement. Content and Resource Development · Design, develop, and update training materials, facilitator guides, and resources to support effective delivery of learning content. · Develop structured training plans and materials that are easily adaptable for different delivery methods, ensuring they are current, relevant, and aligned with business goals. · Create digital content using innovative online tools to encourage participation and collaboration during virtual coaching sessions. Learner Support and Engagement · Provide hands-on support to learners by addressing their academic, technical, and pastoral needs, ensuring a smooth and positive learning experience. · Coach and mentor learners with poor attendance, lack of participation, or barriers to engagement, fostering their success and retention within the programme. Assessment & Evaluation · Facilitate learner assessments, providing constructive feedback and guidance to help learners achieve their developmental goals. · Evaluate the effectiveness of coaching and facilitation sessions through participant feedback, assessments, and surveys, implementing continuous improvements as needed. · Actively work to meet the throughput and success rate goals for learners as defined by programme and business objectives. Session Facilitation & CLS Support · Lead Collaborative Learning Sessions (CLS) and webinars, using online engagement tools such as polls, breakout rooms, interactive whiteboards, and community chats to enhance learning experiences. · Lead group discussions and activities to reinforce learning and encourage active participation. Stakeholder Engagement · Collaborate with the Facilitation Manager to identify coaching and facilitation improvements and priorities. · Support industry experts by offering advice and coaching on session delivery, ensuring sessions are well-structured and learner focused. · Liaise with key stakeholders to align session content with overall learning and development objectives. Requirements Requirements and Qualifications: · A minimum of a Diploma or Degree in Business, Education, Human Resources, Psychology, or a related field (or equivalent relevant experience). · Professional certification in coaching, facilitation, or training is preferred. · A minimum of 3 years’ facilitation experience, preferably across both face-to-face and online platforms. · Proven track record of successfully managing multiple learner cohorts and achieving positive outcomes. · Strong communication, facilitation, and interpersonal skills. · Self-managed, proactive, and able to work independently within a freelance engagement model. Engagement Terms · Freelance, contract-based engagement aligned to allocated course runs · Hours vary depending on the number of course runs freelancers opt into; all live sessions scheduled on weekdays between 08:00 and 17:00 · Course runs offered month-to-month on an opt-in basis, with allocations confirmed in consultation with freelancers