• Lead a global NOC responsible for continuous monitoring of network, cloud, data center, and identity systems. • Own uptime and SLA performance (99.9%+ availability) for critical services. • Establish alerting, escalation, and Major Incident Management processes. • Reduce MTTR through automation, runbooks, and post-incident reviews. • Own enterprise Active Directory architecture including forest/domain design, OU structure, replication, site design, and trusts. • Oversee domain controller lifecycle management ensuring availability and disaster recovery readiness. • Govern Group Policy, identity standards, and security baselines. • Lead identity lifecycle management including provisioning, RBAC, and privileged access controls. • Ensure hybrid identity integration with Azure AD/Entra ID, SSO, and federation platforms. • Maintain AD health through monitoring, patching, replication validation, backup testing, and auditing. • Implement and optimize monitoring platforms across infrastructure and identity systems. • Improve alert quality through tuning and proactive detection. • Lead Tier 1 triage and Tier 2 escalation. • Oversee Root Cause Analysis and corrective action tracking. • Direct global IT Helpdesk operations. • Build scalable Tier 1 and Tier 2 models with defined SLAs and KPIs. • Oversee identity-related support including MFA and access governance. • Streamline onboarding/offboarding, endpoint provisioning, and SaaS administration. • Deploy knowledge management to improve first-call resolution. • Oversee network infrastructure, AWS and GCP environments, enterprise SaaS, and endpoints. • Lead hybrid integrations and data center operations. • Ensure Business Continuity and Disaster Recovery readiness. • Align operations with security tooling including SIEM and EDR. • Establish ITSM disciplines including incident, problem, change, configuration, and access management. • Track KPIs including MTTR, SLA adherence, ticket metrics, and AD health. • Manage vendors, contracts, and operational budgets. • Partner cross-functionally to align service delivery with business priorities. • Ensure alignment with SOX, GDPR, SOC 2, PCI, NYDFS, and NIST CSF requirements. • Maintain documented infrastructure and identity controls for audits.

• Manage complex, medium-sized projects with moderate resource requirements and risk initiated at the senior management level. • Oversee team members’ milestones and performance as compared to project plan, scope, budget, resources, and schedule. • Communicate project progress and information to senior sponsors, stakeholders, and field as appropriate. • Develop and prepare written project plans for complex projects addressing tasks, roles and responsibilities, risk, resources, budget and communications. • Develop work breakdown structure and perform critical path analysis. • Manage the change control within project, obtaining sponsor approval for changes to scope, budget and schedule that affect the critical path. • Acquire a project charter from senior management and obtain sign off on the statement of work by the project sponsor. • Ensure that scope, budget, and schedule targets are within variance and project delivery date is met.

• Define and evolve UserTesting’s global pricing and packaging strategy across products and customer segments • Establish clear pricing architecture, discount guidelines, approval thresholds, and governance frameworks • Lead complex and strategic deal structuring while providing escalation support for high-value transactions • Scale and develop a high-performing Deal Desk team, driving both efficiency and commercial rigor • Partner with Product on monetization strategy for new launches and packaging evolution • Identify and address discount leakage and margin erosion to improve realized pricing performance • Operationalize pricing frameworks within CRM and CPQ systems, including dashboards and reporting to improve visibility and forecasting accuracy.

• manage a high-volume executive inbox, ensuring timely responses where appropriate • draft responses to government partners, coordinate with frontier AI labs, and manage confidential research discussions • own the executive calendar, crafting a weekly schedule to maximize focus, energy, and strategic leverage • coordinate logistics for conferences, travel, and external engagements globally • prepare agendas, briefing materials, and meeting context as needed • support operational initiatives that improve how the executive team and organization function • maintain organized systems for tracking action items, priorities, deadlines, and follow-ups