• Operating Model Strategy and Execution • Growth Enablement and Commercial Readiness • Solution Partner Strategy and Governance • Policies, Controls, and Enablement

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