• Lead, coach, and develop a global team, including performance management, prioritization, accountability, and professional development. • Drive operational consistency, communication standards, and execution expectations across the function. • Support workload balancing, resource coordination, and operational decision-making across the team. • Provide guidance and support to team members navigating complex partner situations, delivery challenges, and escalations. • Foster a high-accountability, collaborative, and solutions-oriented team culture. • Act as a senior escalation point for partner, customer, and delivery-related concerns, helping drive timely and effective resolution. • Support the team in managing partner accountability, delivery risks, operational blockers, and implementation-related challenges. • Build strong working relationships with partners and internal stakeholders to support successful delivery outcomes across the partner ecosystem. • Reinforce operational expectations, implementation methodologies, and delivery best practices across partner engagements. • Maintain a suite of tools that provide visibility / dashboarding across partner onboarding activities, active engagements, escalations, and operational health indicators. • Help identify operational gaps, recurring delivery issues, process inefficiencies, and scaling challenges across the partner ecosystem. • Work functionally with Partner Success to drive continuous improvement initiatives focused on delivery coordination, onboarding effectiveness, operational consistency, and partner experience. • Support reporting, governance activities, operational reviews, and delivery visibility across the Services organization. • Help ensure the function scales effectively as the partner ecosystem and services organization continue to grow globally.

• Act as a key GTM Operations partner to the CX organization, developing strong subject matter expertise of processes, systems, data, and KPIs spanning Implementation, Customer Success, Managed Services, and Support teams • Partner closely with CX leadership to operationalize the customer journey, translating business priorities into scalable processes across onboarding, adoption, retention, and renewal motions • Support the identification of operational needs by analyzing workflows, performance data, and stakeholder input to surface gaps and opportunities • Serve as the “eyes and ears” of the CX organization within GTM Ops, proactively identifying opportunities for process optimization, automation, and improved operational effectiveness • Program manage CX operational initiatives end-to-end, tracking progress and driving accountability across timelines, dependencies, risks, and deliverables • Partner with cross-functional stakeholders across Marketing, Sales, Product, and Finance to align on requirements, coordinate execution, and ensure initiatives are successfully delivered and adopted • Prepare updates, summaries, and readouts to ensure visibility of updates and resolution of blockers across teams and leadership • Translate CX business needs into clear business and system requirements, ensuring alignment between CX stakeholders and GTM Ops systems teams • Partner with internal systems and infrastructure teams to support implementation of tools, automations, and workflows for the customer org • Support the evaluation, rollout and change management of CX technologies and its integration with CRM systems • Establish feedback loops to continuously improve CX operations by monitoring adoption and effectiveness of CX programs, tools, and processes • Analyze program performance and key metrics to identify trends, gaps, and opportunities to improve customer outcomes and operational efficiency • Leverage automation and AI to build and scale processes that improve productivity and efficacy of customer teams • Act as a liaison to Customer Success Enablement to inform training priorities, content, and delivery approaches based on operational insights

• Build, document, and optimize scalable operational systems • Turn ideas and strategy into actionable execution plans • Keep projects, deadlines, and team priorities organized and on track • Manage workflow coordination across the remote team • Serve as the primary operational point of contact within the business • Create accountability systems and ensure follow-through across departments • Perform quality assurance across operations and client experience • Track KPIs, operational metrics, and business performance • Identify bottlenecks and implement process improvements • Support scaling initiatives across sales, operations, and client delivery • Implement tools, automations, and tech solutions to improve efficiency • Help the founder stay focused on growth by owning day-to-day operations

• Provide hands-on leadership and support to property teams in daily operations • Guide property leaders in developing and executing short- and long-term performance strategies • Ensure consistent implementation of service standards and operational initiatives • Drive continuous improvement in guest satisfaction and team engagement while maximizing financial performance • Forecast revenue and cost trends, managing discretionary spending to optimize portfolio-wide cash flow • Achieve budgeted revenue targets, market share goals, and profitability benchmarks • Analyze financial and operational data to inform business decisions and adjust labor and cost structures • Identify opportunities for revenue growth and cost efficiency • Oversee HR functions including recruitment, onboarding, performance management, training, and employee relations