Job Title: Sr Manager, Customer Experience Role Overview: We are seeking a strategic and execution-focused Sr. Manager, Customer Experience to lead web operations and advance McAfee’s web capabilities to enable personalization. The ideal candidate is someone who understands digital ecosystems, web testing and personalization, and the marketing technologies that power them. This role is pivotal in ensuring our website delivers a secure, high-performing, and conversion-driven experience that supports marketing initiatives, go-to-market (GTM) strategies, and pipeline impact. This is a remote role based in Texas or commutable distance of one of our other hubs i.e. San Jose, CA, New York, New York or Newport Beach, CA. You will be required to be onsite on an as-needed basis; when not working onsite, you will work remotely from your home location. About the role: Collaborate with cross-functional stakeholders and partners to translate business strategies into scalable web solutions, web enhancements, and new marketing capabilities. Standardize web development operations at McAfee through managing the creation and ensuring adoption of reusable web templates and components that enables brand consistency and faster development. As a cross-functional partner, lead technical website discussions as a thought leader during product reviews and be responsible for designing and executing process and strategy frameworks that facilitate product-related goal setting, decision making, and business impact. Define and evolve the website roadmap in alignment with McAfee’s marketing and business objectives, with a focus on CMS scalability, performance, and user experience optimization. Own the execution and governance of McAfee’s CMS, ensuring timely website updates, campaign launches, and feature deployments. Coordinate with internal teams, vendors, and agencies to manage enhancements, resolve bugs, and drive performance improvements. Implement SEO and conversion rate optimization (CRO) strategies to increase qualified traffic and drive application creation. Oversee a team responsible for the execution of A/B and multivariate testing programs to optimize user flows, page elements, and conversion funnels. Provide actionable recommendations based on analytics and test results to improve site performance, speed to market and feature enhancements to scale web execution. Work closely with marketing, analytics, product, and engineering teams to deliver cohesive digital campaigns and experiences. Champion innovation by staying current on industry trends, emerging technologies, and best practices in CRO, SEO, and digital engagement. About you: 10+ years of experience in web management and web testing and personalization. Expert with CMS platforms and basic front-end web technologies (HTML/CSS/JavaScript) 5+ years of hands-on experience with Adobe Experience Manager, Adobe Target (Sites, Assets, and integrations). Proven leadership in managing cross-functional teams and large-scale digital initiatives and personalization. Adept at working cross-functionally with product, marketing, design, operations, and external agency teams to deliver results. Excellent communication, collaboration, and project management skills. #LI-Remote Company Overview McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment. Company Benefits and Perks: We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. Bonus Program 401k Retirement Plan Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage Paid Parental Leave Support for Community Involvement 14 Paid Company Holidays Unlimited Paid Time Off for Exempt Employees 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. The starting pay range for this position is $124,380.00-$204,330.00. McAfee takes into consideration an individual’s skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner. Please click here to view and download the Job Applicant Privacy Notice, which applies to all McAfee job applicants who are residents of the state of California.

• Manage a portfolio of clients with affordable properties to ensure a high level of satisfaction and success is achieved • Conduct regular meetings with your customers to review solution performance and provide best practice recommendations • Collaborate regularly with Development and Product teams to ensure that the Entrata platform continues to evolve and meet the needs of our customers • Partner with our Support organization to ensure that the customers’ support needs are being met • Facilitate the transition out of implementation and support the client’s drive toward self-sufficiency • Create a tailored plan, in collaboration with Sales, to ensure continued success and growth for your customers • Educate customers on self-service tools, release processes, and other client programs • Advise customers on process and system risks based on organizational constraints and develop solutions to mitigate risks • Attend sprint review meetings and advocate for customer needs in those meetings • Maintain a high-level knowledge of each of the Entrata offerings and configuration options

Summary: The Customer Resolution Supervisor will be responsible for managing high-risk loans and complex customer issues.  This will include addressing customer disputes & concerns and resolving them in a timely manner.  The Supervisor must be a Subject Matter Expert (SME) experienced in FHA, VA, USDA, FNMA, and FMLMC loss mitigation options, SPOC and Escrow requirements.  Must effectively demonstrate a professional level of competency in servicing state requirements and federal guidelines. The ultimate goal of the Customer Resolution Supervisor is to be an advocate for the customer, resolve customer dispute/concerns quickly and identify underlying root cause issues to reduce customer complaints. Essential Job Duties and Responsibilities: Conduct in-dept root cause analyses on High-Risk cases to identify & resolve customer issue(s). Work with other lines of business and collaborate across departments to ensure that all necessary steps are taken to resolve customer issues. Take full ownership of high-risk and escalated cases to resolve escalated issues, including notifying leadership of potential risks and ways to mitigate future issues. Answer inbound, make outbound calls, and respond to customer requests within established timelines to maintain service level expectations and deliver quality service to customers. Provide empathy and understanding to customers that call in with issues or complaints.  Work to deescalate potential issues and prevent negative outcomes. Follow up with all necessary parties to close out calls and to ensure resolution. Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently. Maintain confidentiality of customer’s nonpublic information. Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Comply with all company policies and procedures. Maintain regular and punctual attendance. Other Job Duties and Responsibilities: Performs other related duties as assigned. Supervisory Responsibilities: This position is an individual contributor with no direct reports but may provide guidance, leadership, or training to others. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Deep operational knowledge Strong problem-solving and critical thinking skills, with an attention to detail Experience in handling complex customer issues Excellent communication & negotiation skills Proficiency with software applications and databases with a strong knowledge in Microsoft Excel as well as becoming an equally proficient user of all key related Freedom Mortgage applications that capture all key customer information Ability to work under pressure on tight deadlines and work independently, including working well with others in those situations through positive teamwork or collaboration Education and/or Experience: High School Degree and Five (5) years of experience or equivalent combination of education and experience. Bachelor’s Degree from a Four (4) year College or University or equivalent combination of education and experience and Five (5) to Eight (8) years of experience preferred. Certificates, Licenses, Registrations : None Required Work Complexity: Problems and issues faced are difficult and complex, and may require understanding of broader set of issues. Problems typically involve consideration of multiple issues and understanding of the financial/mortgage industry. Problems are typically solved through drawing from prior experience and analysis of issues. Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds. Equal Employment Opportunity: The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act: Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities: The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization. #LI-AC1

• Lead a team of high-performing Client Success Managers and Associates within PBM • Evolve the current client segmentation and service model for a scaling PBM organization and manage team capacity and staffing • Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services • Build process playbooks, tools, and templates to ensure consistency and scalability of team execution in PBM • Partner cross-functionally to introduce new processes that optimize internal resources, improve PBM service quality, and enable higher volume output • Lead strategic PBM account planning, with involvement from key stakeholders across the organization, and ensure actionable and timely execution on plans • Drive team accountability in meeting PBM client deadlines and delivering on key initiatives, such as churn mitigation and member activation • Build long-term strategic client partnerships focused on driving significant ROI that result in expanded relationships over time • Deepen PBM client feedback and data-gathering and develop strategies to address gap areas • Collaborate with Marketing, Service Delivery, Ops, Product, Analytics, etc. on strategic initiatives and PBM client requests, including influencing roadmap for PBM-specific customizations • Optimize the client relationship handoff process from Implementation to CS within PBM • Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services • Oversee executive-level PBM client relationships and facilitate involvement of Rightway’s executive sponsors in key accounts • Drive annual planning process for CS team, including developing PBM-specific goal and KPI targets • Travel to important PBM client meetings (e.g., kickoffs) and broker/TPA meetings, support finalist and capabilities as relevant