• Develop and lead a chapter leadership development strategy focused on Presidents and Area Directors. • Align leadership development programs, training, and resources with EO’s strategic plan, Chapter Health Framework, and organizational priorities. • Assess current leadership development offerings and identify opportunities to improve consistency, relevance, accessibility, and impact. • Use chapter health data, stakeholder feedback, and organizational priorities to inform leadership development strategy and program improvements. • Serve as a subject matter expert for initiatives and projects that impact Presidents, Area Directors, and chapter-facing leadership development. • Develop and maintain standard operating procedures for chapter health and chapter operations, including success metrics, escalation processes, and recommended practices. • Create and maintain a chapter guide and repository of best practices, templates, tools, and resources to support chapter success. • Coordinate the development and maintenance of chapter health resources, including SOPs, best practices, training materials, and communication tools. • Create support tools to help regions and chapters resolve common operational issues and enhance member value. • Ensure chapter health resources are accessible, current, consistent, and aligned with EO’s broader chapter operations strategy. • Support tools and processes to analyze chapter performance and share insights with stakeholders. • Assist in preparing quarterly reports on chapter health metrics, trends, risks, and recommendations for leadership review. • Monitor chapter health data, operational indicators, and stakeholder feedback to identify trends, risks, and opportunities for support. • Support chapter lifecycle processes, including new chapter integration, chapter development, probationary support, and potential revocation of the Chapter License Agreement. • Support at-risk chapter management by coordinating resources, interventions, communications, documentation, and escalation processes. • Maintain documentation and operational processes related to chapter governance, chapter compliance, and standard chapter operations policies. • Coordinate with the Senior Manager, Chapter President Success to ensure chapter health tools and insights inform President and Area Director training. • Coordinate with the Chapter Staff Operations Manager to ensure Chapter Staff receive clear resources, communications, and support related to chapter health and chapter operations. • Partner with regional teams, portfolios, member leaders, and staff stakeholders to ensure chapter health initiatives are implemented consistently and adapted appropriately by region. • Draft and coordinate chapter health communications, updates, presentations, and stakeholder materials.

• Serve as the strategic integrator across all areas of chapter operations, including Chapter Health, Net Growth, and Forum, ensuring these areas operate as an aligned chapter operations system rather than as separate functions; connect priorities, insights, and decision-making across teams so EO’s approach to chapter operations is cohesive, scalable, and greater than the sum of its parts. • Develop and lead EO’s long-range chapter operations strategy, with full accountability for: (1) the overarching chapter operations strategy to support EO’s next phase of growth; and (2) strategies to serve potential non-geographic chapters in the future. • Provide strategic oversight and governance of all chapter-facing membership policies, including Chapter Agreements, naming conventions, probation processes, and chapter closure procedures. • Ensure these policies are current, clearly communicated, and consistently applied across all chapters and regions. • Serve as a key organizational integrator ensuring alignment across Membership and EO’s functional teams, including Finance and Technology, as they relate to chapter operations. • Provide executive-level oversight of the Chapter Health function. This team’s purpose is to strengthen long-term chapter performance and sustainability through proactive health measurement, lifecycle management, and scalable support frameworks. • Provide executive-level oversight of the Net Growth function. This team’s purpose is to drive sustainable membership growth through recruitment, regional growth planning, and member engagement across the full tenure lifecycle. • Provide executive-level oversight of the Forum function. This team’s purpose is to ensure forum health is a driver of engagement, chapter health, and ultimately member renewals.

Role Description This role of Training & Support Consultant ensures our valued clients receive a world-class experience by providing them with support and training regarding product functionality, new features, updates, and troubleshooting. As a Training and Support Consultant at Newbook, you will play a dual role in delivering exceptional customer support and providing training to our clients. Your primary responsibility will be to handle incoming phone calls and support requests from customers seeking assistance, whilst also conducting training sessions to educate clients on the effective use of our products and services. Your ability to provide superior support and training will be instrumental in ensuring customer satisfaction and maximizing the value they derive from our offerings. Key Responsibilities - Client Support - Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions. - Offer ongoing support to clients after the live day, helping them troubleshoot issues and optimize their use of the company's solutions. - Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction. - Collaborate to escalate and resolve complex technical issues efficiently. - Strive to achieve customer satisfaction metrics and contribute to improving customer experience. - Maintain Customer Support satisfaction scores as per KPI targets. - Utilise AI-assisted tools and technologies to improve response efficiency and overall client support outcomes. - Client Training - Assess the specific needs and requirements of each client to tailor training programs accordingly. - Develop training materials, modules, and resources to facilitate client learning. - Conduct training sessions, both one-on-one and in groups, to educate clients on the company's products, services, and operational procedures. - Ensure that clients understand and can effectively use the tools and resources provided. - Adhere to support and training standards to ensure consistently high-quality interactions. - Live Day Preparation - Work closely with clients to prepare them for their "live day," ensuring importing and setup requirements are met. - Provide guidance and support to clients during the transition to live operations. - Self-Leadership - Continuously update your knowledge and skills related to the company's offerings and industry trends. - Take the initiative to identify areas for improvement in the client training process. - Documentation and System Management - Maintain and log detailed records of client training sessions, progress, and feedback in CRM. - Create training reports and summaries for management and clients. - Contribute to the continuous improvement of processes, workflows, and support resources through automation and AI-enabled solutions. Qualifications - 1-3+ years experience in customer support, technical support, SaaS operations, or similar customer-facing software environments. - Strong working knowledge of PMS, reservation, or operational SaaS platforms. - Demonstrated ability to independently resolve complex Tier 2 and Tier 3 support issues. - Proven ability to consistently meet or exceed KPIs and performance expectations. - Experience delivering customer training or enablement, including webinars and onboarding. - Strong communication, stakeholder management, mentoring, and an ownership mindset. - Demonstrated commitment to teamwork, continuous learning, accountability, and operational excellence. Measures of Success - Achievement of training & support KPI targets. - High client satisfaction and positive training feedback. - Successful onboarding and live day outcomes for clients. - Reduction in escalations and repeat support issues through effective troubleshooting and education. - Effective adoption and utilisation of AI tools and process improvements. - Contribution to team collaboration, operational efficiency, and continuous improvement initiatives. Critical Competencies - Customer-first mindset with strong relationship-building skills. - Excellent verbal and written communication skills. - Strong technical troubleshooting and problem-solving capability. - Ability to deliver engaging and effective training sessions. - Adaptability and willingness to embrace new technologies. - Strong organisational skills and attention to detail. - Empathy, patience, and professionalism when handling client issues. - Ability to manage competing priorities in a fast-paced environment. - Collaborative team player with a proactive approach to continuous improvement. Benefits - Competitive salary + Super - 4 weeks of leave, accrued throughout the year - Be More – company rewards and recognition that can be redeemed for personalized gifts and experiences. - 8 hours of Volunteer Time Off each year. - 8 hours of Rest, Relax, Recharge time to care for your mental health. - Access a range of mental well-being resources for yourself and your dependents. - Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - Paw'ternity Leave and Pet Bereavement policies. - Caregiver Leave: four weeks of fully paid time away from work. - Fertility care support options. - Access to financial experts to help you make informed decisions.

• Advise our clients and work on platforms such as Google Cloud Platform, AWS, Microsoft Azure, Alibaba Cloud, or hybrid environments • Act as the point of contact and implementer for technical questions and their solutions (in the context of Technical FinOps, Cloud Governance, architecture, Kubernetes, migration strategies, etc.) • Design and develop migration strategies for cloud computing, taking FinOps into account • Provide technical consulting for the adoption of cloud solutions (AWS, Azure, GCP, etc.) across different platforms and implement these solutions • Advise on the introduction of FinOps principles and FinOps strategies • Standardize Continuous Integration and Continuous Delivery practices • Evaluate system and software engineering tools and processes • Develop system specifications for our clients' environments