• Support Operations Leadership in 360 day-to-day operations and project management • Responsible for oversight + implementation of operations related initiatives (both internal and cross functional) • Serve as liaison between ops. dept. and external partners when needed, reporting back any necessary information to leadership team • Lead and manage direct reports, providing guidance, coaching, and support to ensure alignment with operational objectives and foster a culture of excellence • Review + improve all internal processes and communicate SOPs to all stakeholders on a quarterly basis • Proactively identify and mitigate operational risks with corrective action plans while working under strict deadlines • Oversees and reports weekly, monthly, quarterly, and annual metrics. • Own carrier network performance, including monitoring service levels, cost, delivery SLAs, exception management, and supporting carrier optimization initiatives in partnership with 3PLs and transportation providers • Support retail operations and fulfillment execution, including a strong understanding of EDI process flows (e.g., PO receipt, ASN creation, invoicing), and partner cross functionally to ensure accurate inventory flow, compliant order processing, and service level alignment across wholesale and retail channels • Drive analytics and insights across operations, leveraging data to inform decision making and continuous improvement initiatives

• Build and maintain centralized dashboards for CX functions (Technical Support, Customer Success, Account Management). • Monitor and troubleshoot data issues across CX systems (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact. • Define and standardize metrics like Time to Value (TTV), Cost per Contact (CPC), and escalation costs to drive consistency across teams. • Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends. • Deliver actionable insights on things like ticket trends, customer friction points, and self-service opportunities. • Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes. • Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible. • Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning.

• Lead operational strategy and execution within the Documents & Onboarding team. • Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance. • Build and develop high-performing teams with clear responsibilities and accountability. • Manage support systems, including ticketing tools, knowledge platforms, automation, and reporting. • Partner with Product, Engineering, Sales, and Finance to improve processes and align customer insights with company needs. • Maintain accuracy in volume forecasting, resource planning, incident management, and reporting. • Drive continuous improvement through structured analysis and strong operational controls.

• Identify and size new monetization and growth opportunities across HTS Media • Design lightweight experiments and pilots to validate impact • Build analytical models, dashboards, and narratives to support decisions • Partner closely with Product, Engineering, Sales, and Ops to drive execution • Translate ambiguous problem spaces into clear plans and measurable outcomes • Operate independently with minimal oversight in a high‑ambiguity environment