• Lead the day-to-day operations of our frontline support team, ensuring we consistently deliver exceptional customer experiences while meeting our performance goals. • Work alongside a highly skilled team of support professionals, coaching them to success while staying hands-on in the queue yourself. • Oversee all frontline support team members and ensuring smooth queue operations. • Monitor and ensure the team meets established KPIs and performance standards. • Work in the queue daily alongside your team to stay connected to the customer experience and your team. • Support autonomous decision-making while providing guidance when needed. • Raise concerns and advocate for resources when the team needs additional support. • Maintain team morale and create a positive, respectful, and collaborative work environment.

• Lead & Develop a National Team – Build, mentor, and inspire a high-performing U.S. Field Applications Specialist team, strengthening both technical excellence and commercial effectiveness. • Provide Scientific & Technical Leadership – Ensure deep applications expertise across IHC, immunofluorescence (IF), brightfield slide scanning, automated instrumentation, and multiplex reagents. • Own Applications Execution – Oversee assay optimization, troubleshooting, instrument validation, and complex system installations to ensure consistent, high-quality field execution. • Enable Compelling Demonstrations & Education – Coach the team on delivering impactful product demonstrations, technical presentations, and customer-facing training that differentiate solutions. • Drive Commercial Impact – Partner closely with sales and commercial leadership to support consultative selling, pre-sales strategy, and effective product positioning that drives revenue growth. • Champion the Customer Experience – Serve as the senior technical escalation point, ensuring timely resolution of complex issues and delivering strategic, customer-centric solutions. • Build Scalable Operations – Establish standardized workflows, documentation, and performance metrics while proactively identifying risks and implementing solutions to sustain operational excellence.

• Creator Network Ownership: Build and scale Darkroom’s proprietary TikTok creator network, with a focus on retention, performance, and brand alignment. • Team Management: Lead and mentor Creator Leads and Creator Managers; establish best practices for outreach, onboarding, and relationship management. • Program Development: Launch structured creator tiers, perks, and incentives that improve creator experience and output. • CRM & Systems Oversight: Own the development of Darkroom’s creator CRM, reporting infrastructure, and tracking tools to manage scale and performance. • Campaign Oversight: Collaborate with Strategists and the Director of TikTok Shop to match creators to campaigns, track output, and ensure delivery meets content and performance standards. • Event Strategy: Lead the execution of creator-facing events, activations, and livestream initiatives that strengthen relationships and drive GMV. • Performance Accountability: Report on creator campaign success, affiliate revenue contribution, and content quality trends using structured KPIs and platform data. • Cross-functional Leadership: Partner with Accounts, Strategy, Media Buying, and Creative to align creator work with client objectives and campaign timelines.

• Optimize firmwide use of Inflo • Customize Inflo for multiple industries • Develop and embed methodology into template packs • Drive adoption through training and best practices • Partner with engagement teams for continuous improvement