• Serve as operational partner and right-hand to the Head of Services • Oversee daily workflows to ensure alignment, accountability, and consistency across advisors and coaches • Manage scheduling, e-mail campaigns, workload tracking, and demand vs. capacity planning • Support onboarding of new advisors and coaches; continuously improve the onboarding experience • Own the end-to-end billing process, including invoicing, reconciliation, audits, and revenue tracking, automating whenever possible • Maintain and manage the compliance calendar • Build and maintain dashboards that provide accurate, real-time visibility into performance metrics • Identify inefficiencies and implement scalable process improvements

• Partner with Segment and Commercial leaders to translate market/customer needs into portfolio priorities, content initiatives, and launch readiness; ensure editorial commitments are aligned, transparent, and delivery-ready. • Lead a multi-layered leadership team (directors and managers), ensuring strong accountability, coaching, succession planning, and consistent performance management across people leaders and teams. • Drive transformation for AI-enabled, agentic delivery , ensuring analytical content is optimized for accuracy, currency, structure/metadata, and explainability needs within AI-powered customer experiences; sponsor adoption of AI-assisted workflows with strong human-in-the-loop standards and governance. • Bring strong product fluency and steer cross-functional delivery , partnering with Product and Technology to shape roadmaps, define requirements, and lead/guide project teams through execution—ensuring editorial and operational needs are translated into scalable platform capabilities. • Own budgets and cost efficiency , including multi-million-dollar author and contractor spend, resourcing strategy, and operating plans. • Build and scale external author pool , including scaling recruitment, onboarding, and retention of high-caliber experts; strengthen commissioning strategy and author network health. • Establish KPI discipline and high-quality reporting , creating a single source of truth for quality, currency, throughput, cycle time, and cost efficiency; use data to identify risks, performance gaps, and improvement actions. • Stay market-savvy , maintaining strong awareness of legal practice developments, competitive landscape, and emerging AI trends; bring insights into roadmap planning, portfolio decisions, and product/content differentiation.

• Provide necessary leadership, development, mentorship and direction to ensure CTM is providing high level of customer service. • Interact with both internal and external team members to achieve and maintain operation delivering high quality and efficient service. • Manage multiple facets of quality and established metrics related to Customer Experience. • Maintain up-to-date knowledge of team skill set, along with client specific processes and policies. • Communicate quality and service commitments to agents. • Respond to customer requests and issues regarding service or team members. • Review operational key performance indicators to address issues. • Work with management teams to gauge agent and office quality and training needs. • Maintain positive relationships with team members. • Assist in planning and implementing new service products, programs, and initiatives. • Participate in problem-solving and root cause analysis. • Create and maintain a team-oriented environment and positive rapport with team members and clients. • Coach, mentor and motivate team members to meet goals and standards.

• Orchestrate annual planning and go-to-market design • Drive global sales productivity and implement improvements • Lead and mentor regional Sales Operations teams • Develop interactive dashboards with Sales Business Intelligence • Influence the global sales tech stack