• Provide direct support to a team of 4–8 dispatch team members • Train and mentor dispatchers, addressing questions and concerns to ensure smooth daily operations • Help optimize technician routing and customer scheduling to drive efficiency and branch profitability • Support the Branch Operations Manager through training, feedback, and one-on-one coaching • Assume select leadership and management responsibilities to support overall branch performance

• Own the end-to-end onboarding and offboarding process • Provide technical support and assistance via phone, email, slack, or remote desktop • Act as an escalation point for complex support issues • Collaborate with the broader IT team to ensure tickets are resolved accurately and on time • Participate in the administration of core SaaS platforms • Own hardware lifecycle management across Apple devices • Maintain accurate hardware asset inventory • Identify and drive process improvements across IT operations • Contribute to the IT knowledge base • Stay current on emerging technology

• Lead incident management delivery for large-scale application services, owning end-to-end resolution of major incidents and incidents across regions and towers. • Drive rapid service restoration through cross-functional coordination, ensuring minimal business impact and high service reliability. • Govern follow-the-sun operations, supporting service onboarding, transition, and steady-state stability in complex global environments. • Leverage ITSM, automation, and AIOps to enhance service performance, prevent incidents, and deliver continuous improvement aligned to business outcomes. • Collaborate with stakeholders, leadership, and vendors to deliver resilient services, driving service excellence, operational efficiency, and overall value realization. • Manage stakeholder engagement with regular operational and executive-level updates. • Support service onboarding, transition, and stabilization, proactively managing operational risks. • Maintain runbooks, SOPs, and operational readiness frameworks. • Drive continuous improvement through incident trend analysis, problem management integration, reduction of repeat incidents, optimization of service performance metrics (e.g., MTTR, efficiency).

• Oversee marketing automation, lead nurture strategies, and AI-led operational processes. • Design and maintain complex email nurture sequences that move leads through the buyer journey. • Serve as the primary administrator for the Marketing Automation Platform (MAP) and CRM, ensuring lead hygiene and accurate routing to align with business goals. • Coordinate with internal teams, specifically RevOps, to ensure a cohesive approach to campaign and lead management. • Test and optimize email features to improve engagement and conversion rates. • Manage timelines and resources to ensure the timely delivery of automated marketing programs. • Develop AI-led and agentic processes to support the operations and marketing team as a whole. • Act as the internal Clay expert to scale personalized and automated operational workflows. • Recommend and implement technical enhancements to drive operational efficiency and improve the lead experience. • Conduct regular audits of the marketing database to identify areas for technical optimization and data cleanup. • Monitor marketing database health and reporting hygiene using tools like Salesforce, HubSpot, Clay, and Marketo Measure. • Track, report, and analyze email nurture performance and marketing process efficiency to guide strategic decisions. • Present performance results regarding campaign delivery and lead management to key stakeholders and senior leadership on a regular basis. • Set KPIs and benchmarks, using data-driven insights to optimize future campaign operations.