• Own the deployment, administration, and continuous improvement of a fast-growing fintech company's workplace technology stack — including SaaS platforms, identity integrations, and automation workflows. • Work cross-functionally with Security, Cloud, and internal teams to ensure all systems are secure, scalable, and delivering a seamless experience for every employee. • Manage and optimize the full suite of workplace SaaS applications — including Microsoft 365, Atlassian (Jira/Confluence), Azure, AWS, Zoom, and equivalent platforms — monitoring application health, license utilization, user access, and service configurations at all times. • Own onboarding and offboarding workflows by ensuring clean, accurate provisioning and deprovisioning of user access across all platforms. • Collaborate with the Cloud & Workplace lead to continuously improve the employee technology experience through reliable, secure, and well-maintained SaaS tooling. • Support SSO integrations, SCIM provisioning, and IAM workflows across critical SaaS applications. • Troubleshoot and resolve identity-related issues across federated and managed applications. • Develop and maintain scripts and low-code workflows to automate common SaaS operations. • Identify opportunities for self-service, delegation, and administrative consistency across the tech stack. • Respond to escalations related to SaaS application functionality, access issues, and service disruptions. • Document solutions, maintain internal knowledge bases (Jira, Confluence, SharePoint), and contribute to a culture of transparency and technical clarity across the team. • Participate in SaaS rollouts, platform integrations, tool rationalization efforts, and supporting workplace and Security teams during audits or vendor transitions.

• Serve as the primary voice of Customer Care with Product and Engineering — synthesizing frontline insights, customer feedback, and operational data into clear problem statements and actionable opportunities. • Identify and prioritize high-impact improvements across the customer support experience, including process redesign, org structure, and automation. • Embed early in product development to shape priorities, design decisions, and rollout strategies. • Own end-to-end delivery of complex, cross-functional initiatives — translating ambiguous problem spaces into clear plans, milestones, and measurable outcomes. • Define success metrics and track outcomes (CSAT, NPS, FCR, AHT, cost-to-serve). • Provide clear, concise updates and recommendations to senior leadership. • Partner with Product and Engineering to evolve contact center and support tooling. • Lead initiatives involving automation, AI-assisted support, self-service, and knowledge management. • Leverage AI tools to expedite insight, solutioning, and impact. • Ensure solutions are grounded in real user needs and scale with Toast's growth. • Lead adoption of new tools and processes through thoughtful rollout, communication, and training. • Influence without authority across a broad set of stakeholders. • Navigate trade-offs and competing priorities to drive progress. • Build and develop a high-performing team. • Establish strong operating rhythms, tools, and standards. • Foster a culture of ownership, continuous improvement, and customer focus.

• Proactively engage with residents to address urgent or sensitive questions and concerns via phone calls. • Draft thorough and empathetic responses to non-urgent matters within the resident portal, utilizing templates and training materials. • Manage resident requests from initiation to completion using our internal case management system, ensuring tasks are performed in a timely manner. • Review case records and draft comprehensive case summaries to provide context and clarity to all parties involved. • Monitor productivity metrics to ensure service levels consistently meet or exceed expectations. • Test new features and functionalities, providing feedback to the product development team. • Mentor and support Junior Resident Experience Managers in their roles. • Generate lease addenda and process changes to lease terms in compliance with local laws. • Contribute to process improvement initiatives to enhance the efficiency and effectiveness of resident experience • Serve as a Mynd brand ambassador and actively participate in market huddles to address local issues and pain points collaboratively. • Other duties as assigned.

Role Description As Enterprise Technology Change and Delivery Manager, reporting to the Head of Enterprise Change and Delivery, you will be responsible for end‑to‑end delivery assurance across Convera’s portfolio of technology change programs. You will partner closely with Technology leaders, Business Sponsors, and Finance to ensure programs remain on track, outcomes are clearly defined, and risks are surfaced early and addressed decisively. This is not a PMO or project management position. The Enterprise Technology Change and Delivery Lead is responsible for delivery assurance, cross‑program integration, and executive transparency across Convera’s technology change portfolio. - Delivery Assurance & Program Health - Establish clear standards for delivery health, including definitions of “done,” success criteria, and outcome‑based milestones across technology change programs. - Assess program health across scope, timeline, budget, resourcing, and dependencies, identifying early warning signals before issues become failures. - Partner with program and technology leads to surface gaps, risks, or inconsistencies and support corrective actions. - Ensure there are no “obvious misses” that indicate drift from agreed scope, sequencing, or financial expectations. - Cross‑Functional Partnership - Partner with Technology leaders, Business Sponsors, and Finance partners to ensure shared understanding of priorities, trade‑offs, and delivery commitments. - Act as a neutral, trusted interlocutor when delivery issues span multiple teams or functions. - Ensure financial, technical, and business perspectives are consistently reflected in delivery decisions. - Portfolio Integration & Prioritization - Lead quarterly sequencing and prioritization across the technology change portfolio, ensuring alignment with enterprise priorities and delivery capacity. - Identify common themes, risks, or opportunities across programs that may not be visible within individual execution teams. - Surface cross‑program dependencies, duplication of effort, and resource contention, and drive resolution through appropriate governance forums. - Transparency, Reporting & Governance - Provide clear, accurate, and credible delivery insights to senior leadership, the Executive Committee, and the Board. - Translate complex delivery data into concise, decision‑oriented reporting focused on outcomes, risks, and required actions. - Support enterprise governance forums with fact‑based assessments and recommendations. - Escalation & Issue Resolution - Serve as a structured escalation pathway for delivery risks, priority conflicts, and resource constraints. - Drive timely escalation with clear options, implications, and recommendations. - Ensure issues are resolved at the appropriate level, with accountability and follow‑through. - Delivery Centre Capability Building - Help shape delivery standards, frameworks, and operating rhythms across the Delivery Centre. - Continuously improve how delivery health is assessed, communicated, and acted upon. - Contribute to the evolution of the Delivery Centre as a trusted enterprise capability. Qualifications - 7-10+ years of experience in technology delivery, transformation, change leadership, or portfolio management roles. - Proven experience operating across multiple concurrent technology change programs in complex organizations. - Strong understanding of software delivery, technology platforms, and enterprise change dynamics. - Experience partnering with senior technology leaders, business executives, and finance stakeholders. Requirements - Systems thinker who can see connections, patterns, and risks across programs. - Comfortable operating through influence rather than direct authority. - Confident challenging senior stakeholders constructively and credibly. - Calm, structured, and decisive under pressure and ambiguity. - Strong judgment around when to support, when to escalate, and when to intervene. Benefits - Competitive salary. - Opportunity to earn a bonus (dependent on performance). - Great career growth and development opportunities in a global organization. - Corporate benefits.