• Own and continuously improve the operational framework for BeyondTrust's partner program, including program tiers, rules of engagement, incentive structures, and deal registration processes. • Serve as the primary operational liaison between the Partner/Channel organization and Revenue Operations, ensuring alignment on strategy, data, and tooling. • Partner with the VP of Field Operations to build and maintain a scalable partner operations function capable of supporting growth across regions and partner segments. • Build and maintain dashboards and reporting cadences that provide visibility into partner pipeline, bookings, deal registration activity, and attainment against targets. • Define and track KPIs for partner performance, including sourced and influenced revenue, partner-attached deal rates, time-to-close, and partner health scores. • Deliver actionable insights to field leadership and executive stakeholders to support QBRs, board reporting, and planning cycles. • Work with GTM Systems to lead the administration and optimization of partner-facing platforms (e.g., PRM, CRM, deal registration portals) in coordination with Sales Operations and IT. • Identify and close operational gaps that create friction in the partner journey, from onboarding to co-selling to renewal and expansion. • Drive process standardization and documentation across the partner lifecycle.

Role Description We are seeking an experienced and results-driven Workforce Management (WFM) Supervisor to lead intraday and workforce planning operations within a fast-paced contact center environment. The ideal candidate will possess strong analytical abilities, excellent communication skills, and advanced Excel knowledge to support operational performance, staffing optimization, and business objectives. This role is responsible for supervising WFM functions, driving efficiency, and partnering closely with operations leadership. - Supervise daily Workforce Management operations, including real-time monitoring, scheduling, and staffing optimization. - Lead and support a team of RTAs, schedulers, and/or workforce analysts. - Monitor service levels, staffing performance, adherence, occupancy, and forecast accuracy. - Analyze trends and provide recommendations to improve operational efficiency and resource utilization. - Develop and maintain reports, dashboards, and performance metrics using Excel and WFM tools. - Communicate staffing risks, operational impacts, and action plans to leadership teams. - Collaborate with Operations, Training, and HR to support hiring plans, attrition management, and staffing strategies. - Ensure schedules align with business needs while balancing employee experience and operational goals. - Conduct coaching, performance management, and development sessions with team members. - Identify process improvement opportunities and implement best practices within WFM operations. Qualifications - 2+ years of Workforce Management experience in a contact center environment. - Previous leadership or supervisory experience preferred. - Advanced Microsoft Excel skills, including formulas, pivot tables, charts, and reporting analysis. - Strong verbal and written communication skills. - Excellent analytical, organizational, and problem-solving abilities. - Ability to manage multiple priorities in a fast-paced environment. - Experience with workforce management systems and reporting tools preferred. - High attention to detail and ability to make data-driven decisions. Requirements - Experience with forecasting, scheduling, and real-time management. - Strong stakeholder management and cross-functional collaboration skills. - Ability to present operational insights and recommendations to leadership. - Proactive mindset with strong decision-making abilities.

• Own customer-facing communications across the full customer lifecycle, from onboarding through ongoing payment operations. • Manage KYB and KYC document collection, application tracking. Follow up proactively on stalled or incomplete applications. • Communicate approval notifications and provide post-approval guidance on account setup, testing, and settlement expectations. • Own first-line resolution for payment inquiries: transaction status, failed payouts, delayed settlements, deposit matching, account configuration, and wallet setup. • Provide accurate settlement time estimates and rail-specific guidance • Serve as primary backup for liquidity operations. Process manual cross-border transactions independently. • Own ticket hygiene across all customer channels: tagging, categorization, status updates, SLA tracking, and closure workflows. • Participate in daily queue monitoring. Proactively identify and claim tickets without waiting to be tagged. Flag tickets approaching SLA thresholds. • Help maintain the customer support knowledge base and onboarding FAQ. Document new edge cases and resolution patterns weekly. • Track and report operational metrics: open tickets, response times, SLA compliance, ticket volume by channel, and personal escalation rate. • Escalate selectively: compliance policy questions, complex entity structures, complex liquidity operations, provider-level disputes, and issues requiring banking partner coordination.

Role Description Troon is excited to announce the exceptional career opportunity of Director of Operations! This will be a remote position with the ideal candidate based in the northeast region states of New York or New Jersey. This position will be responsible for supporting day-to-day operations and overseeing the application of Troon programs and services to Troon facilities. This individual is responsible for client-fronting relations and communicating progress towards shared goals with all stakeholders. Compensation: $130,000 - $155,000 (based on experience) Responsibilities - Plans and executes initiatives and programs that support business objectives. - Coordinates communication between Troon and Owner(s). - Manages contractual obligations between Troon and client. - Manages key employee staffing and organization including monitoring and making recommendations on the performance levels of key management personnel and financial reporting. - Implements key companywide change initiatives to drive shared vision and culture. - Recommends and implements strategic changes in operations. - Oversees operations budget to ensure compliance with organizational expenditure requirements including the management of flow through. - Provides assistance with new business development opportunities. - Conducts property reviews. - Implements Troon quality standards and best practices to ensure profitability. - Conducts training of key personnel in Troon operations quality standards. - Regular and reliable attendance. - Travel required for assigned properties and company functions. - Attends staff meetings. - Recruits and onboards leadership personnel. - Other duties as assigned or requested. Qualifications - Bachelor’s degree in Business Administration, or related field. - 3-5 years’ experience in property, hotel, or club management. - Excellent Leadership ability including skills to communicate and express ideas and directives clearly to associates. - Ability to organize and manage multiple priorities simultaneously. - Problem analysis and problem resolution skills at both a strategic and functional level. - Strong customer and owner relations. - Excellent interpersonal and communication skills. - Ability to create high performance teams and to be a strong team player. - Commitment to company values. - Organizational development abilities. - Highly computer proficient in Microsoft products such as Word, Excel, PowerPoint, and Microsoft Outlook. - Budget and forecasting knowledge and abilities to create and maintain effective financial accountability. - Ability to plan, organize, and implement strategic planning. Benefits - Healthcare Benefits – Medical, Dental, and Vision coverage. - Retirement Benefits – 401(k) with employer match (19 years of age and older). - Time Off – Paid time off (PTO) and leaves of absence, in accordance with applicable law and eligibility criteria.