• Act as the main contact for the customer’s IT leadership • Run regular meetings (daily, weekly, monthly reviews) • Manage major incidents and escalations • Ensure services meet agreed performance targets (SLAs) • Lead a team of engineers and consultants (onshore + offshore) • Ensure smooth day-to-day operations (tickets, support, delivery) • Handle resource planning, coaching, and performance management • Oversee platform health (upgrades, patches, releases) • Ensure best practices across modules like ITSM, CMDB, ITOM, GRC • Work with architects on future improvements and roadmap • Drive ongoing service improvements (efficiency, quality) • Manage budgets, costs, and contract scope • Track risks, compliance, and governance

• Oversee day-to-day operations of pop-up shops at events • Lead setup and teardown for each location • Ensure clean, organized, high-performing retail environments • Manage inventory flow, restocks, transfers, and stock organization • Execute and maintain planograms • Ensure all displays are on-brand and optimized for sales • Align merchandising with promotions and storytelling • Train and schedule part-time retail staff • Lead on-site teams during events • Provide coaching, feedback, and motivation • Model strong customer service on the floor • Ensure exceptional in-person fan interactions • Resolve issues quickly and professionally • Bring energy and engagement to the retail space • Use data to adjust staffing and merchandising • Track and report sales performance, product movement, and event insights (including attendance) • Coordinate with Retail Buying, League Operations, and Warehouse Operations • Support activations and special programs

• Responsible for providing centralised control, visibility, and coordination across the order book, inbound supply, and key business programs (GCP, CTO, and 47 Brand) • Acts as the operational "control tower," ensuring alignment between Sales Orders, Purchase Orders, and delivery timelines • Enables accurate and consistent decision-making across Customer Service, Logistics, and Sales

Role Description We are seeking an exceptional Customer Success Operations Associate to join our expanding team. In this role, you will: - Learn how SaaS businesses work and what the key KPIs and metrics are for post sales teams. - Collaborate with Customer Success, Technical Services, Sales, Product, BT, and Operations team members to support strategic initiatives aimed at improving customer outcomes. - Provide day-to-day operational support to CS teams & Operations leadership in a highly organized manner. - Utilize OpenAI/Claude extensively to modernize and improve day-to-day operations. - Become proficient in the Workato platform, to maintain, troubleshoot, enhance, and build new automations. - Write extensive business process and technical documentation for existing and new processes. - Partner closely with the CS Data Analytics team to improve upstream data accuracy in various systems. - Translate new business needs into scalable operational solutions, including system enhancements, process improvements, and reporting frameworks. - Take ownership of daily and weekly tasks that bolster various business processes. - Help with rigorous UAT before deploying new sets of analysis, automations, or process improvements. Qualifications - Education: Bachelor's degree required. Business or technical focus preferred. - Able to commit to a 12 month role. - Diligent thinker who gets things done without overlooking important details. - Strong quantitative capabilities with a passion for numbers and analytics. - Intermediate SQL knowledge. - Very strong in AI prompting and creative application of AI. - Hyper organized. - Experience working with CRMs, preferably Salesforce. - Experience automating business processes, preferably with Workato. Requirements - Self-starter with the ability to drive projects from inception to completion. - Natural drive for innovation and creative problem-solving. - Exceptional attention to detail and follow-through. - Excellent interpersonal skills, high energy, and enthusiasm; team-oriented, with strong cross-group collaboration skills. - Manage multiple concurrent projects with various deadlines. - Strong analytical skills, adept at pulling, analyzing, and communicating business insights.