• Lead engagements with program offices (PEOs, PMWs, PMOs, and equivalent organizations) to identify mission problems that Vannevar Labs’ technology can solve • Translate program needs into technical narratives, clearly explaining how our software and agent-based capabilities map to requirements, constraints, and outcomes • Scope and shape program-based pilots, defining objectives, success criteria, timelines, and pathways to scale • Pitch the technology with credibility, leveraging your mission and domain background to build trust with program managers and technical authorities • Navigate programmatic realities, including requirements development, budgeting cycles, contracting pathways, and stakeholder coordination • Partner closely with product managers and engineers to ensure mission context is accurately reflected in technical scope, tradeoffs, and delivery plans • Convert successful pilots into sustained programs, helping program offices justify follow-on funding and broader adoption • Represent Vannevar Labs within the program ecosystem as a mission-credible, technically fluent partner

• Manage and oversee the day-to-day operations for new and existing system initiatives. • Manage and lead standards and metrics to drive performance and exceed expectations through effective workforce management and technology including staffing, capacity, and performance. • Ensures forecasts and schedules are timely, accurate, and consider channel inputs and business injects. • Partners closely with Talent Acquisition leadership and staffing vendors to translate forecasting insights into actionable short- and long-term hiring strategies. • Lead and develop cross functional relationships with call center supported leadership to ensure alignment and execution of tactical plans within the department goals and objectives of the WFM program • Ensure well defined and appropriate tools, procedures and strategies are in place to support teams’ needs for forecasting volume, shrinkage, headcount requirements, new hire or modified shifts, average handle times and approval for PTO are in place. • Leads and executes the design and implementation of integrated resource planning processes • Responsible for drafting and presenting the technology roadmap including identification of needs and costs associated with the capital budget. • Responsible for leading change management for all large-scale system changes and new system deployment within operation including achieving buy-in and a high rate of successful adoption of users. • Manages system initiative scope, timelines and budget and communicates status, risks, and issues to stakeholders to ensure that the project's outcomes are achieved as defined, within budget and on time. • Oversee incident and disaster recovery support for outages affecting all supported front-line systems. • Develop and support departmental business continuity and escalation procedures. • Educate staff regularly and test processes routinely to ensure quick and efficient implementation. • Own and support all technology solutions on the IT and operational roadmap including involvement in vendor selection, business requirements, project planning, roll out and full implementation for supported groups. • Participate in Sales activities, including RFP responses and potential client presentations. • Other duties as assigned

• Serve as the first point of contact for new inquiries via email, phone, website, and third-party platforms • Confidently communicate the firm’s services, scope, process, and value to prospective clients • Conduct initial intake conversations to gather relevant information and assess fit • Exercise judgment to vet, set, refer, or decline inquiries in alignment with firm standards • Ensure scheduled meetings are purposeful and appropriate, protecting attorney time • Maintain accurate and timely intake records in Lawmatics or related systems • Own and manage the firm’s primary inbox and assigned executive communications • Resolve matters independently whenever possible and escalate only when attorney input is required • Draft clear, professional responses and ensure consistent tone and follow-through • Manage a complex calendar that includes legal matters, business operations, media, travel, and speaking engagements • Coordinate media inquiries, speaking engagements, podcasts, and interviews • Support scheduling, preparation, and follow-up for public-facing engagements • Assist with travel, events, conferences, and operational logistics • Support billing and invoicing processes, tracking payments and documentation as needed • Maintain organized records, confidentiality, and adherence to firm systems and workflows

• Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues. • Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels. • Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs. • Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams. • Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings). • Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities. • Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations. • Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams. • Establish, document, and enforce escalation standards, including a “fix-forward” policy where relevant. • Contribute to refining escalation workflows, playbooks, and internal runbooks. • Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence. • Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions. • Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes. • Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion. • Manage risk escalation and ensure resolution trajectories minimize customer impact. • Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals.