Support the main office by maintaining a professional environment, managing the nutrition program, and providing administrative assistance. Collaborate with the operations team to enhance school operations and student experiences.

• Own and administer Real Time’s full CX tech stack across support, success, and professional services • Establish a baseline of productivity across CX teams using metrics relevant to each function (NRR, churn, CSAT, FRT, time-to-value, onboarding completion rates, etc.); identify consistent issues, break them into manageable components, and build solutions with measurable results • Build custom dashboards, automated workflows, and cross-platform integrations that eliminate data silos and free CX team members to focus on customers • Continuously evolve the tech stack as RealTime scales, grounded in a deep understanding of how each team uses each tool day-to-day • Drive the evolution from traditional support and success infrastructure to an AI-augmented operation: intelligent routing and enablement, agent augmentation, real-time quality monitoring, and predictive issue detection • Serve as the data engine for the entire CX organization: own the collection, validation, analysis, and activation of usage data, renewal data, support interaction data, NPS responses, health scores, and customer engagement signals across all teams • Establish and maintain data quality standards across CX systems by auditing data sources, reconciling inconsistencies between platforms, and ensuring every dashboard and forecast is built on trusted inputs • Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and actionable views to CX leadership and frontline teams before issues escalate • Build and maintain dashboards that surface what matters across functions - AI deflection effectiveness, cost-per-resolution, CSAT, FRT, churn risk indicators, expansion signals, and customer lifetime value impact • Source data directly from multiple systems, validate accuracy across platforms, and build reliable data models that support decision-making rather than just reporting • Apply analytical rigor to all insights: frame hypotheses, distinguish correlation from causation, recognize when data quality or sample sizes don't support conclusions, and communicate uncertainty honestly to leadership • Own metric definitions and governance across teams • Develop customer health and usage insights that detect early signals of at-risk customers, surface growth opportunities, and enable every CX team to prioritize and act with confidence • Build measurement frameworks that connect CX performance to core RealTime business outcomes: retention, revenue growth, and customer lifetime value • Implement and run key post-sales cadences, including renewals forecasting, capacity and coverage reviews, and churn-risk and health reviews, delivering data-driven insights on customer outcomes and team performance • Build and maintain a single-source-of-truth forecasting model that aligns CS, Sales, and Finance for accurate revenue projections • Own capacity planning across the CX org, forecasting staffing needs, tooling investments, and budget requirements as the team grows • Ensure world-class renewal management and QBR processes are accurate, timely, and tied to meaningful customer data • Continuously refine team playbooks based on what’s working, standardizing successful approaches across CX functions and embedding them into core operational motions • Help build Real Time’s post-sales strategy, defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning across functions • Oversee CX strategic business initiatives from development through successful execution - driving change management, program management, and operational follow-through across all customer-facing teams • Codify and maintain practices, processes, and KPIs for each CX function; own a deep understanding of Real Time’s current and future-state customer journey end-to-end from first touch through renewal and expansion • Develop plays aligned to customer journey engagement points and internal triggers, applicable across support, success, and onboarding contexts • Act as a true internal enablement partner to all CX teams at RealTime, regularly engaging with support agents, CSMs, implementation consultants, and team leads to understand their day-to-day friction and turn those insights into actionable tools and programs • "Onboard" team members across functions onto new tools and processes; check in frequently to ensure adoption and gather feedback for continuous improvement • Collaborate with CX, Sales, and Product leadership to build and execute a unified CX Enablement Strategy, including live and recorded sessions for a fully enabled team • Facilitate and manage new hire onboarding and training across CX functions, equipping every team member to ramp quickly and deliver value in their role • Develop and maintain CX assets, e.g., playbooks, decks, customer-facing resources, and internal guides • Serve as the voice of the customer across Real Time, synthesizing insights from support interactions, NPS surveys, reviews, social listening, and all CX touchpoints into actionable intelligence for Product, Marketing, and executive leadership • Own the design and execution of customer feedback programs and Real Time’s overall customer experience measurement program • Oversee and continuously identify opportunities for AI-enabled efficiency and scale

• Oversee day-to-day residential solar construction operations across multiple teams and departments • Lead installation, electrical, service, scheduling, and field management operations • Develop and improve operational processes, workflows, and accountability standards • Monitor installation timelines, production metrics, and operational KPIs • Ensure all projects are completed safely and in compliance with NEC, AHJ, and company standards • Support manpower planning, crew utilization, and operational forecasting • Partner with permitting, engineering, inspections, and executive leadership teams • Identify operational bottlenecks and implement scalable solutions • Oversee quality control initiatives and reduce operational deficiencies and repeat service issues • Manage field leadership development, coaching, and performance accountability • Assist with hiring, onboarding, and operational growth initiatives • Maintain professional communication with homeowners, inspectors, vendors, and internal teams

Role Description We’re looking for a Portfolio Manager who can keep the big picture in focus without slowing things down. You’ll be the bridge between strategic ambition and technical delivery, bringing the commercial edge and emotional intelligence needed to navigate a complex, fast-growing landscape. You’ll provide the constructive challenge required to ensure our investments are always hitting the mark, all while keeping things simple and ego-free. Your day-to-day will involve: - Maintaining a transparent view of the entire Technology portfolio, tracking all CAPEX and OPEX work. - Designing and embedding frameworks and reporting tools to keep an eye on performance and spending. - Leading the charge on CAPEX vs OPEX classification, making sure everyone understands the "why" behind the numbers. - Providing the insights that help leadership decide which projects to start, stop, or hit pause on. - Supporting business cases to ensure they are accurate, consistent, and offer genuine value for money. - Managing R&D tax claims for the Product and Technology teams. - Creating a smooth reporting cadence, turning complex project updates into simple, punchy executive reports. - Spotting dependencies and risks across teams before they become real gremlins. - Exploring new digital tools to make our portfolio operations even more efficient and transparent. Qualifications - A solid background in project and programme governance within scaling tech companies. - Strong commercial acumen and a practical handle on CAPEX/OPEX accounting. - The ability to talk tech to support business cases, audits, and assessments. - Proficiency with Project Portfolio Management (PPM) tools like Linear, Miro, PowerBI, or Looker. - Expert-level skills in Excel and Google Sheets. - A good grasp of financial modelling, including NPV, IRR, and Payback Periods. - Top-tier analytical skills to turn messy data into clear, actionable insights. - Advanced risk modelling capability. - Ability to form effective partnerships and relationships with people both internally and externally, from a range of diverse backgrounds, sharing information, resources and support. Benefits - Competitive salary: We benchmark against the industry and will share the salary openly during our first conversation. - Performance bonus: An annual discretionary bonus ranging from 15-40%. - Flexible working: We’re a remote-first business. - Work-life balance: We offer an optional four-day working week (90% pay for 90% impact). - Work from anywhere: You can work abroad for up to three weeks, twice every tax year. - Holiday: 25 days plus bank holidays (increasing with tenure), with the option to trade up to five days each year. - UW discounts: Save on our services and get a free Cashback Card. - Future planning: Matched-contribution pension scheme and life assurance (up to 4x salary). - Family first: Policies designed to help you and your family thrive. - Flexible benefits: An allowance for private health insurance, dental insurance, or gym membership. - Sabbaticals: An eight-week paid sabbatical after four years of service. - Growth: A dedicated learning and development budget and bi-annual promotion cycles. - Inclusion: Join belonging groups that help shape our culture. - Events: Company-wide celebrations including the ‘Great Big Get Together’ and our ‘Good Hearted Go-Getter Awards’.