• Create digital solutions • Document work in the ticketing system and the knowledge base • Provide technical support and ensure the ongoing operation of IT systems and applications • Set up, maintain, service, and replace local IT systems and applications • Participate in IT projects across our sites • Collaborate cross-functionally with all departments within the clinic

• Own the end-to-end customer delivery experience, ensuring all infrastructure and operations services are delivered on time, within scope, and to the highest quality standards. • Serve as the executive escalation point for customer issues, driving rapid resolution and proactive communication. • Establish and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and strategic partner. • Define, monitor, and report on customer satisfaction metrics (CSAT, NPS, SLAs/OLAs), continuously implementing improvements to elevate the customer experience. • Champion a customer-first culture across all delivery teams. • Lead the governance and oversight of large, complex infrastructure and operations projects from initiation through closure. • Develop and implement program management frameworks, delivery methodologies, and best practices (ITIL, PMI, Agile/SAFe) to ensure consistent, repeatable delivery. • Manage project portfolios with budgets ranging from $5M–$50M+, ensuring financial accountability and ROI realization. • Partner with PMO, Architecture, Engineering, and Business stakeholders to align project scope, resources, timelines, and risk mitigation strategies. • Drive successful outcomes for data center migrations, cloud transformations, network modernization, and other major infrastructure initiatives by partnering with area leaders • Define and execute the strategic roadmap for Infrastructure & Operations delivery capabilities, aligned to broader organizational objectives. • Lead, mentor, and develop a high-performing team of delivery managers, program managers, and operations professionals. • Establish operational KPIs and scorecards; hold teams accountable to performance targets. • Drive continuous improvement initiatives leveraging automation, process optimization, and emerging technologies. • Oversee vendor and partner relationships, ensuring contractual compliance and performance alignment. • Partner with Product, Engineering, Sales, Finance, and Business Unit leaders to align delivery capabilities with organizational priorities. • Present delivery performance, program status, and strategic recommendations to C-suite and Board-level stakeholders. • Collaborate with Sales and Pre-Sales teams during customer engagement cycles to ensure delivery commitments are realistic and achievable. • Drive organizational change management efforts associated with large transformation initiatives.

• Track and analyze daily performance (points, KPIs, efficiency) across all mechanics • Maintain and update performance tracking systems and reports • Follow up directly with underperforming mechanics to identify issues and drive improvement • Provide daily performance summaries and insights to management • Support disciplinary processes (notices, attendance tracking, call-outs, etc.) • Assist with scheduling, coverage planning, and cross-location staffing • Own and maintain inventory tracking system for parts and accessories across all locations • Analyze stock levels, usage trends, and forecast demand Initiate and manage transfer requests between warehouse and stores • Prevent stock shortages through proactive planning and communication • Support and oversee inventory counts and audits • Plan and coordinate transfers of bikes, batteries, and parts between locations • Work closely with logistics to ensure readiness on both shipping and receiving sides • Monitor bike availability across locations and align supply with demand • Oversee movement of damaged bikes, batteries, and scrap • Communicate daily with store teams to align on priorities and production targets • Assign workload to key locations • Monitor repair flow, turnaround time, and operational bottlenecks • Ensure stores are properly equipped to meet demand and avoid lost sales • Onboard new mechanics on ERP basics and operational workflows • Train store managers on inventory tools and transfer request processes • Provide ongoing support and guidance on systems and procedures • Act as a bridge between stores, logistics, procurement, legal, and leadership • Resolve operational issues and conflicts in real time • Support escalation handling and critical decision-making • Track decommissioned bikes and maintain structured reporting • Monitor fleet health, availability, and repair pipeline • Support leadership with data for operational decisions • Manage key B2B client (DutchX) operations end-to-end • Coordinate repairs, logistics, and communication with client

• Manages the daily operations of the Claims business unit • Gathers and analyzes data and reports that pertain to the overall operation of the Claims business unit • Assists in strategic and tactical operational plans to ensure achievement of company and departmental goals • Develops solutions and implements actions to resolve problems and ensure customer satisfaction • Reviews processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality • Directs efforts to implement risk management and quality improvement initiatives • Coordinates and monitors training efforts to ensure that necessary education tools are provided to employees • Identifies, analyzes, and monitors business technology requirements and enhancement possibilities