• Own the end-to-end commercial sales operating model from lead intake through close, forecast, and commission payout • Define and govern sales operating cadence, including pipeline reviews, forecast calls, and performance readouts • Establish standards for pipeline coverage, stage definitions, and data hygiene • Identify revenue risk early and surface insights to sales leadership • Serve as business owner for Salesforce and related sales technology • Govern CRM configuration, data integrity, reporting architecture, and user adoption • Partner with IT and Finance on system enhancements, integrations, and data alignment • Evaluate, recommend, and lead rollout of sales productivity and automation tools • Own executive-level dashboards for pipeline, bookings, forecast accuracy, and productivity • Analyze funnel performance, close rates, sales cycle trends, and rep effectiveness • Partner with Finance on forecast alignment and commission governance • Deliver clear, trusted weekly and monthly commercial performance reporting • Support quota and territory modeling in partnership with sales leadership • Maintain territory and mapping tools to drive seller efficiency • Partner with Marketing and Business Development on campaign tracking and performance analysis • Act as the primary commercial operations partner to Sales, Finance, Marketing, and IT • Ensure alignment between sales activity, revenue reporting, and compensation outcomes • May manage analysts or administrators, with anticipated team growth as the organization scales

• Use Salesforce.com to generate quotes, track opportunities and process orders. • Partner with Services Leadership to maintain and enhance project scoping information • Ensure accuracy and completeness of client responses and requirements documentation • Coordinate and manage Statements of Work (SOW), revision requests, and Change Orders with meticulous attention to detail • Work with the Proposal Support Group (PSG) for accurate, timely, and valuable responses to client needs • Establish consistency and standardization across various service offerings • Identify gaps in workflows and recommend actionable improvements • Perform quality assurance on proposals and project documentation to identify errors, omissions, and potential issues before they impact delivery • Serve as a liaison between back-office, sales, delivery teams, and other stakeholders • Maintain high levels of professionalism and communication to ensure exceptional internal customer experience • Work with PSOS Lead to update standard project templates and operational practices • Maintain accurate estimating data in Salesforce and related systems • Support services pipeline tracking

• Foster a culture of safety, inclusivity, and open communication within the team. • Become proficient in the software used for Remote Assistance operations. • Support robots by using our remote system to efficiently address their needs. • Collaborate with the team to identify inefficiencies, offering feedback to shift lead(s) to continually improve team efficiency • Aid operators in their daily activities, ensuring adherence to Remote Assistance standards.

• Hire, manage, and develop a team of support operations specialists to achieve team outcomes; set clear goals, provide regular feedback, and create an environment where the team can do their best work. • Lead high-impact, cross-functional initiatives that improve the scalability and effectiveness of User Operations, including designing and optimizing end-to-end support workflows. • Own and evolve support tooling (e.g., Zendesk), ensuring it enables automation, reporting, and operational excellence; identify and implement opportunities to reduce manual work and improve response times. • Define and track key support metrics (SLA, CSAT, quality, volume trends); build dashboards and reporting cadences that surface insights for leadership and drive strategic improvements. • Partner with Voice of the Customer and Engineering to formalize feedback loops and ensure customer pain points inform roadmap decisions. • Partner with Support Managers to improve QA frameworks, training processes, and performance management systems; reduce friction for frontline specialists through better documentation and clearer ownership. • Contribute to hiring profiles, onboarding programs, and career pathing as the team grows.