• Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment. • Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones. • Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs. • Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions. • Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts. • Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption. • Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager. • Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams. • Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.

• Be the manager and owner of yourvilleSHOPPING in your city • Lead and run yourvilleSHOPPING in your city • Create and enliven the local shopping center in your city • Build and engage the social community that supports the shopping center • Contact municipal authorities; the Chamber of Commerce; business associations and senior associations, etc. • Present the franchise-based showcase/event • Propose the project to companies in your city • Collaborate with local media to promote the association's initiatives and values

• Manage and mentor the Contract Intake team, providing guidance, training, and performance feedback. • Establish and enforce best practices for new business intake and project setup processes. • Monitor workload distribution and ensure timely completion of all intake activities. • Oversee review of all matter and contract setup to ensure proper interpretation and compliance with firm standards. • Ensure accurate project setup for billing, revenue recognition, and reporting in alignment with ASC 606 and client guidelines. • Maintain and update documentation of intake processes, workflows, and policies. • Serve as primary point of contact for Finance, Legal, Tax, FP&A, and other teams regarding contract and project setup issues. • Partner with IT and Data Analytics teams to optimize systems and reporting capabilities. • Escalate and resolve complex contractual or billing issues in collaboration with senior leadership. • Identify opportunities for process improvement and automation to enhance efficiency and accuracy. • Lead quarterly project closure reviews and ensure compliance with firm standards. • Support ad hoc projects and contribute to strategic planning for intake operations.

• Provide effective leadership, direction and motivation for all technicians and staff. • Ensure all customer vehicle glass repair and replacement is performed according to Company standards. • Sourcing, ordering, receiving, and delivering parts to technicians in an accurate and timely manner. • Maintain inventory and process returns timely. • Recruit and hire staff and technicians. • Educate, train and maintain compliance with company standards. • Monitor individual performance of the technicians and dispatch jobs for them. • Initiate plans to motivate employees to achieve work goals.