• Lead and develop a team of Technical Support Engineers across multiple experience levels. • Drive team performance through coaching, mentoring, career development, and regular performance management. • Oversee daily support operations to ensure service levels, response times, and customer satisfaction goals are achieved. • Manage escalations, incident workflows, and workload balancing across the team. • Collaborate with Engineering, Product, Customer Success, and Operations teams to resolve complex customer issues. • Monitor support metrics, dashboards, and operational KPIs to identify trends and improvement opportunities. • Conduct escalation reviews, case reviews, and post-incident analysis to improve operational effectiveness. • Drive continuous improvement initiatives focused on operational efficiency, automation, and customer experience.

• Provide strategic oversight and project management for global or multi-regional Site Activation activities • Lead start-up delivery (pre-award through activation) and lifecycle maintenance • Develop and execute the Site Activation Management Plan aligned with study strategy • Collaborate with internal teams, regions, and external stakeholders • Oversee regulatory submissions, approvals, contracts, and essential document processes • Identify risks and propose practical solutions to support study delivery

• Lead the design, development, and revision of courses and learning experiences across online, hybrid, and on-ground delivery formats • Serve as project manager for course development and revision initiatives, managing timelines, deliverables, stakeholder communication, and workflow coordination • Collaborate with faculty, subject matter experts, academic leadership, and external partners to align course content with learning outcomes, certification standards, employer expectations, and institutional quality standards • Support the thoughtful integration of Generative AI and emerging technologies into course design, instructional strategies, learning activities, and assessment practices • Help develop instructional approaches and assessments that recognize the growing presence of AI tools in academic and professional environments while promoting authentic learning and student skill development • Evaluate and recommend AI-enhanced learning tools and instructional technologies that improve student engagement and learning effectiveness • Design and develop engaging instructional materials using learning management systems and digital authoring tools such as Canvas, Articulate Storyline/RISE, Adobe eLearning tools, Camtasia, and related technologies • Stay current with instructional design best practices, adult learning theory, educational technologies, industry certifications, and emerging trends in higher education • Provide guidance, training, and support to faculty and staff during course development, implementation, and transition activities • Analyze course feedback, learner performance data, and quality metrics to support continuous improvement initiatives • Perform other related duties as assigned

• Act as trusted advisor to Vena’s global partner network applying product knowledge, solution development, and implementation methodology to assist partners in establishing their implementation capabilities and readiness across Vena customers. • Evaluate & optimise partner performance on individual partner projects, create plans, provide recommendations and facilitate escalations. Own and drive partner delivery excellence. • Provide technical advisory and best‑practice guidance across partner implementations as a player/coach role (design reviews, configuration validation, methodology alignment). • Be responsible and accountable for maintaining an accurate, current view of partner performance, capability and competency. • Support scoping activities by joining calls, reviewing SOWs, and validating assumptions. • Be responsible for assessing partner capabilities and progression providing recommendations and actions plan. • Collaborate across teams (Product, Technology, Enablement, Services, Customer Adoption, Sales/AM, etc.) to resolve partner needs and ensure smooth operations. • Provide technical and solution guidance through onboarding, ongoing enablement sessions for partners (new features, advanced use cases, deep dives) and ad-hoc implementation support. • Champion the voice of the partner, synthesizing feedback, trends and insights to develop partner enablement enhancements and support content. • Lead and contribute to strategic process improvement and enablement initiatives, driving innovation and operational excellence across the partner experience lifecycle. • Travel (as required) to client sites.