• 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

Reservations Support Specialist – Remote Location: Remote (United States) About Us: As a coordination-focused services company dedicated to supporting clients with scheduling, reservations, and service-related needs. We emphasize organization, clear communication, and a positive client experience across all interactions. Position Overview: The Reservations Support Specialist provides administrative and client-facing support related to scheduling and reservation coordination. This role is responsible for assisting with booking requests, maintaining accurate records, and ensuring timely communication with clients throughout the coordination process. This position is well-suited for individuals who are organized, detail-oriented, and comfortable supporting clients in a remote work environment. Key Responsibilities: Assist with reservation and scheduling requests in accordance with established procedures Communicate with clients to confirm details, provide updates, and answer general inquiries Maintain accurate client records, booking information, and documentation Monitor timelines and ensure confirmations and changes are processed correctly Provide general support to ensure a smooth and positive client experience Follow internal workflows and quality standards to ensure consistency and accuracy Collaborate with internal team members as needed to support daily operations Qualifications & Skills: Strong customer service and communication skills High level of organization and attention to detail Ability to manage multiple tasks in a structured, remote environment Basic computer skills and comfort learning new systems Reliable, professional, and self-motivated Prior experience in reservations, scheduling, customer support, hospitality, or administrative roles is beneficial but not required. Work Environment & Schedule: Fully remote position Flexible scheduling may be available Training and ongoing guidance provided Why Work With Us: Remote work flexibility Supportive and process-driven environment Clear expectations and structured workflows Opportunity to develop coordination and client support skills How to Apply: Interested candidates are encouraged to apply for consideration. Qualified applicants will be contacted regarding next steps. $45,000 - $65,000 a year