• Foster and maintain long-lasting relationships with vendors, and serve as their primary point of contact • Regularly evaluate strategic fit by monitoring vendor usage and performance to ensure financial and operational objectives are met • Critically review vendor budgets and agreements to ensure vendor obligations and contractual terms are met • Provide coaching and feedback to vendors as required • Serve as an intermediary between vendors and internal stakeholders • Work cross-functionally to provide clear, consistent communication and direction to vendors • Liaise with internal stakeholders to provide regular and timely status updates • Conduct quality assurance on work delivered as required • Troubleshoot and facilitate resolution when quality errors are reported, outlining preventative and corrective actions • Review and approve vendor invoices, and validate alignment with contract terms and service • Create, update, renew and cancel contracts as required, including supporting the negotiation of pricing • Streamline and lead improvements to the vendor management process including onboarding, vendor compliance and tracking vendor performance • Maintain and improve standard operating procedures, work instructions and any applicable forms and templates that pertain to vendor management • Identify opportunities for process improvement and provide recommendations for change • On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data • Ensure all SOPs are followed with consistency • Conducts miscellaneous tasks or projects as assigned

• Manage, coach, and develop a team of Graphics Project Managers. • Oversee project assignments and performance to ensure deadlines and quality are met. • Foster a culture of accountability, collaboration, and continuous improvement. • Serve as the go-to expert for graphics production workflows and our content management system. • Establish and refine best practices for project kick-off, execution, QA, and delivery. • Identify and resolve complex production challenges across multiple product lines. • Manage key accounts strategically by overseeing clear, proactive communication to set and align client expectations. • Monitor client satisfaction by soliciting feedback, responding swiftly, and adapting service delivery so clients feel understood, supported, and confident in the partnership. • Represent the Graphics PM function in cross-departmental planning and company-wide initiatives. • Partner closely with Sales, Production, and Product teams to deliver integrated client solutions.

• Day-to-day oversight and management of the remote service technicians • Hire, onboard, develop, and retain technical resources • Performance management: regular 1-on-1s, coaching, performance reviews, and corrective action plans • Career development: create clear progression paths for remote service technicians • Team culture: build a collaborative, customer-focused, technically excellent environment • Scheduling and capacity management • Manage the incoming service request queue and ensure timely response • Monitor ticket aging and take action to prevent SLA breaches • Escalation management for complex technical issues or customer situations • Serve as a technical resource for complex troubleshooting • Identifying recurring issues through trend analysis and pattern recognition • Lead root cause analysis investigations • Track problems through to resolution and validate effectiveness

• Lead and manage provider relations staff, including performance, coaching, and accountability • Oversee provider communication, inquiry resolution, and engagement activities across the network • Monitor provider satisfaction, service levels, and responsiveness to identify trends and improvement opportunities • Direct resolution of complex provider issues and escalations impacting provider experience • Analyze provider feedback and inquiry trends to improve communication strategies and service delivery • Partner with internal teams to resolve cross-functional issues affecting providers