• Directs and leads a region of communities (generally more than 10 communities) by implementing the policies, procedures and practices, which enable each community to meet and exceed budgeted financial goals and achieve operational performance objectives. • Leads community operations to establish revenue, expenses, NOI, capital expenditures goals and ensure lifts associated with the overall business plans at underwriting are achieved. • Closely monitors all elements of financial performance; analyze financial statements and make necessary operating adjustments; hire, direct, and supervise internal teams to achieve business plan. • Develops Property Teams by ensuring that only the highest caliber personnel are recruited and selected to represent the communities. • Provides coaching, guidance and mentorship to RGM’s and Property leadership. • Ensures all teams receive appropriate training and delegate responsibility as appropriate to build team development. • Undertake periodic reviews of operating metrics and financial statements to ensure each community meets performance goals, making curative recommendations to close observed gaps. • Creates an executive management plan for the market and drive the revenue and expense goals for the community. • Contributes to the establishment and refinement of work quality, cultural initiatives and best practices to drive results as a team. • Manages client relationships which allow for seamless conflict resolution, account maintenance, and overall development of client relationships. • Analyzes property financial performance as it relates to other portfolio assets. • Reviews annual budget as submitted by the RGM; provides feedback and commentary before submission to ownership. • Assures compliance with all regulatory and statutory programs. • Responsible for reviewing revenue, expenses, staffing levels, guest reviews and implementing critical action plan as needed. • Responsible for performing monthly/quarterly site walks to ensure standards are being met and to problem solve any existing asset condition issues. • Resolves elevated customer complaints and employee issues in a manner that is respectful and in the best interest of the company, associates, customer and community. • Reviews, approves and monitors the completion of all capital projects being performed at communities. • Partners with marketing managers in the development and deployment of marketing programs for each community to ensure optimal results. • Conducts talent management reviews, annual performance evaluations and goal setting in partnership with Regional Manager Team.

• Provide day-to-day administrative support to the COO’s office. • Managing calendars, scheduling meetings, and resolving calendar conflicts. • Coordinating internal and external meetings, including agendas, materials, logistics, and follow-ups. • Preparing briefing packs, meeting documents, and supporting materials. • Supporting travel planning, itineraries, accommodation, and logistics where needed. • Managing expense submissions, reimbursements, procurement requests, and basic administrative processes. • Supporting document organisation, file management, and information retrieval. • Ensuring the COO is prepared for key meetings and commitments. • Maintaining project trackers, timelines, milestone updates, and status documents. • Following up with project owners on deliverables and deadlines. • Helping organise project meetings, workshops, retrospectives, and planning sessions. • Drafting emails, meeting notes, reminders, and internal updates. • Coordinating communications between the COO's office and functional & regional teams. • Supporting the overall effectiveness, organisation, and rhythm of the Office of the COO.

Role Description We’re looking for a Manager of Reliability Operations to lead how we detect, respond to, and learn from failures across our platform ecosystem. This role sits at the intersection of Operations and Engineering, bringing structure to incident response, accountability to follow-through, and clarity to reliability insights. You’ll ensure that what we learn from production directly improves how our platforms are built, operated, and scaled. This is a permanent, full-time, remote position. US Pay Band - $110K - $150K. Actual compensation will vary based on experience, skills, and location. What You’ll Do - Own Reliability Operations & Incident Command - Continuously evolve and improve incident management, change management, and post-incident practices - Establish clear standards for incident declaration, severity, escalation, and communication - Ensure consistent execution across teams and continuous process improvement - Own the incident command function, including roles, structure, and operating procedures - Lead or oversee major incident response in a 24/7 production environment - Build and manage on-call incident commander rotations with global coverage - Drive Learning, Accountability & Reliability Strategy - Own post-incident reviews, ensuring strong root cause analysis and clear documentation - Translate incident trends into actionable reliability improvements - Drive completion of corrective actions across teams; escalate when needed - Define and maintain service performance and reliability targets (availability, latency, error rates) - Own observability strategy, including monitoring, alerting, and signal quality - Improve detection, reduce time to resolution, and increase platform resilience - Partner with Engineering and Operations on capacity planning, patching, and lifecycle decisions - Ensure reliability insights directly inform platform and infrastructure roadmaps - Collaborate with Security on vulnerability response, patch prioritization, and compliance alignment - Operate Across a Complex Platform Environment - Work across environments including virtualization platforms (VMware), distributed storage (Ceph), Linux-based systems, and hybrid cloud infrastructure - Support platforms that span dedicated hosting, managed applications, and high-availability cloud services - Ensure reliability practices scale across multiple products, brands, and customer environments - Provide regular, data-driven reporting to leadership on availability, incident trends, and operational performance - Act as the central authority on reliability insights across teams Qualifications - Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience) - 7+ years experience in systems operations, site reliability, or platform engineering - 2+ years experience leading teams or major operational functions - Proven experience managing incidents in a 24/7 production environment - Strong background in troubleshooting, root cause analysis, and operational improvement - Experience with change management practices Requirements - Monitoring and observability platforms (e.g., Datadog, Prometheus, Grafana, New Relic) - Incident management and alerting tools (e.g., PagerDuty, Opsgenie) - Infrastructure and platform technologies (Linux systems, VMware, Ceph, cloud platforms) - Logging and telemetry systems (centralized logging, metrics, tracing) - Ability to translate complex technical data into clear insights - Strong communication skills, especially in high-pressure situations Nice to Have - Background in Computer Science, Engineering, or a related field - Experience in managed hosting, cloud infrastructure, or SaaS environments - Experience defining and tracking system reliability and performance targets - Familiarity with ITIL or similar operational frameworks - Exposure to VMware, Ceph, Linux, and Windows platforms - Relevant certifications (AWS, RHCE, etc.) Benefits - Comprehensive benefits package - Traditional and Roth 401(k) with company matching - A collaborative, team-oriented culture - Consistent and predictable work hours - Engaging, varied work that keeps each day different - Opportunities to contribute ideas and influence how work gets done

• Process daily incoming and outgoing ACATS within industry timelines, validating client information, contra accounts, and asset eligibility across the full transfer lifecycle • Process DTC / FOP (Free of Payment) transfers, ACATS Free Deliveries, Fail Reversals, and nonstandard transfer types (PTR, PTD, RCL, RCR, FRV, MFC, PTF) • Identify documentation and processing irregularities, execute the correct reject paths, and apply controls to prevent errors • Handle communications with contra firms, transfer agents, and partner brokers, coordinating on rejections, accelerations, reclaims, and documentation • Run mass account transfers and conversions, both internal and external • Partner with engineering to automate daily self-clearing workflows • Drive continuous operational improvement through root cause analysis, trend analysis, and updates to the control framework • Serve as the firm's Subject Matter Expert on transfers, acting as a referral point for policy-related queries • Prepare summary documentation for special projects and participate in cross-functional initiatives as assigned