• Support the operational foundation of Hyland’s Renewals organization • Assist with daily exceptions management • Support forecasting activities • Contribute to territory and account data hygiene • Build and maintain recurring reports • Support daily and weekly reporting needs • Assist with Salesforce transformation initiatives • Help develop standardized processes • Contribute to building out Confluence pages • Support onboarding and training efforts • Organize and update internal resources • Partner with Sales Ops, CS Ops, and other internal teams

• Defines and executes the Salesforce Platform Operations strategy, aligning to enterprise IT strategy, architecture direction, and business priorities • Partners with product owners, delivery leads, capacity planners, and business stakeholders to forecast demand, plan releases, and ensure operational readiness • Establishes and maintains strong liaison relationships with business and IT partners to deliver effective, sustainable platform solutions • Leads continuous improvement across operational processes (incident, problem, change, release, environments, DevOps, monitoring, and service management) • Develops business-focused concepts and recommendations, including risk, cost-benefit, roadmap impacts, technical debt prioritization, and defect/enhancement triage • Fosters an environment of Design Thinking and operational excellence (automation-first mindset, standardization, resiliency engineering) • Develops and maintains platform roadmaps and plans for end-of-life/retirement of assets and capabilities • Interfaces with customers/stakeholders regarding service offerings, operating model, value proposition, and onboarding processes • Develops a customer communications strategy to promote awareness of platform events (maintenance, major releases, incidents, and capability launches)

• Provide senior-level oversight for hazard insurance, flood insurance, force-placed insurance, loss drafts, and PMI/MIP servicing activities across the portfolio. • Ensure end-to-end execution integrity from onboarding through payoff, including policy tracking, premium disbursements, coverage validation, claims, refunds, and reconciliations. • Establish and maintain clear ownership, SLAs, and escalation paths across all insurance workstreams. • Ensure compliance with investor, insurer, and regulatory requirements (FNMA, FHLMC, GNMA, FHA, VA, USDA, state and federal regulations). • Own audit readiness, investor exam responses, remediation plans, and ongoing control validation. • Proactively identify and mitigate insurance-related risk exposure, including uninsured/underinsured properties, incorrect flood zones, force-placed errors, MI lapses, and loss draft leakage. • Own performance management for insurance vendors, including flood determination, force-placed insurance providers, loss draft administrators, MI providers, and related third parties. • Define and enforce vendor SLAs, KPIs, scorecards, and escalation protocols. • Lead vendor governance forums, issue remediation, and cost optimization efforts. • Lead and develop managers and supervisors across insurance operations functions. • Set clear expectations around ownership, accountability, and “trust but verify” execution. • Drive consistent performance management, capacity planning, and talent development aligned to growth objectives. • Standardize and document SOPs, controls, and operating procedures across all insurance functions. • Partner with Product, Engineering, Analytics, and Compliance to automate workflows, improve data integrity, and reduce manual touchpoints. • Use metrics and dashboards to monitor performance, surface risk, and drive informed decision-making. • Minimize borrower harm, avoidable fees, and insurance-related complaints through proactive oversight and issue resolution. • Drive cost-to-service discipline, including force-placed premium controls, loss draft leakage reduction, and vendor cost management. • Partner cross-functionally to resolve complex borrower escalations and investor-sensitive issues.

• Support cross-functional teams responsible for efficient automated workflow processing • Monitor and maintain operational workflows to ensure processing accuracy and service level targets are met • Troubleshoot workflow issues and coordinate identification and resolution with internal stakeholders • Communicate workflow status changes and operational updates to external stakeholders • Assist in generating, reviewing, analyzing, and creating operational reports and data queries • Monitor and analyze metrics associated with the performance and success of automated workflows • Partner with stakeholders to understand business pain points and operational challenges • Assess enhancement requests and monitor status of existing requests