• Lead the day-to-day operations for the Duck Creek OnDemand (SaaS - Software as a Service) team • Maximize the quality of the production operations service to exceed the contractual SLAs (Service Level Agreements) • Develop and improve procedures to ensure smooth and effective operational processes • Take command of critical incidents by setting up or taking over major incident management (MIM) bridge calls • Responsible for overseeing the process from start to finish and prioritizing next steps • Responsible for managing multiple teams who work on a resolution, overseeing communication and ensuring everyone is aligned • Responsible for the post-mortem process after incidents have been resolved

• Manage and supervise daily operations of peer duties and assignments; provide constructive feedback with daily huddles, weekly group meetings, weekly 1-1’s, and informal check-ins • Manage performance and development of supervisees, Peer Specialists and Recovery Coaches; provide administrative and clinical support for team • Remain knowledgeable of and follow appropriate policies, procedures, and work standards, including but not limited to, policy regarding hours of work, absenteeism, and tardiness • Promote a positive, inclusive and collaborative work environment • Provide administrative support to clinical operations team including being on call or working during holidays and weekends • Build a culture of continuous improvement and iteration around personal, team, and organizational processes and performance • Maintain and grow expertise in recovery models and practice including strengths-based work, harm reduction, de-escalation, and increasing readiness to engage in proactive care • Contribute to app development; co-design and contribute to novel interventions on app • Create and lead recovery-related mutual aid groups • Participate cross-functionally to ensure we are meeting key enterprise metrics of growing app membership, activity, and engagement • Utilize organizational policies and standards as the basis for decision making and to support the company’s mission and goals • Adapt to changing needs, including but not limited to, aiding team members, adjusting assignments, and other functions • Define, allocate and manage internal and external resources for the peer team • Utilize data and reporting to inform coaching strategies with peers and recovery coaches

• Support revenue growth across in-country partners (ICP), DMCs, and tourism boards • Track advisor adoption, sales trends, and partner ROI tied to destination partners • Identify usage of non-preferred ICPs and work cross-functionally to shift volume toward preferred partners where appropriate • Serve as a go-to destination and in-country product resource for advisors • Proactively educate advisors on preferred ICPs, destination offerings, and value propositions • Collaborate closely with the Internova ICP team to ensure alignment, visibility, and shared priorities • Partner with the Travel Leaders Network (TLN) team on tourism board initiatives and destination programs • Track partner deliverables, investment commitments, and performance metrics

• Lead the QA and Training teams, setting strategy, driving execution, and supporting the professional growth of team members • Own and evolve the complaints management process—including intake, resolution workflows, root cause analysis, reporting, and compliance alignment • Design, develop, and deliver comprehensive training programs for new hires and ongoing professional development of support representatives • Build on established quality assurance processes and procedures to ensure a consistent and high-quality support experience • Monitor support interactions to identify trends, gaps, and opportunities for improvement across teams and channels • Work cross-functionally with CX leadership, Product, Compliance, and other partners to ensure the support organization is ready to respond to business or product changes • Demonstrate a continuous improvement mindset by leveraging complaints, quality assurance data, and training feedback to drive enhancements in customer experience and outcomes • Identify and implement AI-driven solutions to scale support quality and efficiency • Provide internal stakeholders with clear visibility into support quality metrics, complaint trends, and training effectiveness through consistent reporting and actionable insights