• Overseeing interim and sub-servicing operations to ensure alignment with internal processes, investor guidelines, and regulatory standards • Managing relationships with external servicing partners and future GSE relationships, ensuring contractual obligations and service levels are met • Monitoring servicing workflows, KPIs, reporting, and trend data to identify risks, gaps, or recurring issues • Escalating findings when expectations are not met and driving root cause analysis through to resolution • Leading servicing-related initiatives, projects, and system enhancements from planning through execution • Collaborating cross-functionally with Secondary, Compliance, Production, Finance, and Operations teams • Developing, documenting, and refining servicing policies and procedures to support long-term scalability • Creating reporting visibility that enables leadership to make informed decisions

• Responsible for demand forecasts across all channels (DTC, DME, retail, and distributor) and customer care support, in all regions and global markets • Develop and maintain an 18-month rolling forecast at the SKU, channel, region level to inform global supply chain purchasing decisions • Identify demand risks and opportunities early and proactively recommend mitigation actions • Own and manage the global demand planning calendar, ensuring forecasts are timely, complete, and aligned with commercial and operational objectives • Lead the demand pillar of S&OP/IBP, ensuring alignment across Commercial, Supply Chain, Finance, and regional stakeholders • Partner closely with the regional sales teams to incorporate pipeline, promotional plans, launches, and market intelligence into the forecast • Collaborate with Product & Marketing teams on NPI, campaigns, and demand-shaping activities • Work with Supply Planning and Finance to align demand plans with capacity, inventory targets, and financial forecasts • Analyze historical sales, promotions, product lifecycle, and market trends to improve forecast accuracy • Develop, track, and report on key demand KPI’s including MAPE and forecast bias, at the market, SKU level • Identify trends, variance, and root causes of forecast error, and implement corrective actions • Drive data integrity and reporting accuracy to support decision-making • Conduct scenario planning for new products, market expansion, and promotions • Drive continuous improvement in forecast systems, tools, and processes, to improve visibility, agility, and decision-making

• Technical Escalation: Serve as the first point of escalation for complex, high-stakes technical issues that require deep telephony and product knowledge beyond the L1 scope. • Team Mentorship: Proactively shadow and coach L1 Support Associates, helping them navigate difficult client interactions and technical roadblocks to build autonomy during and after onboarding. • Quality Modeling: Model "gold-standard" support by delivering proactive, high-empathy client interactions (as defined by our ticket evaluation process) to ensure team cohesion across all external channels. • Queue Strategy: Monitor Slack and HubSpot response health, stepping in to prioritize clients and ensuring tier-based SLA standards are met. Maintain rapid response times and resolutions during high-peak cycles. • Product Expertise: Maintain master-level knowledge of Scale to Win products, including API integrations, shortlinks, and telephony compliance (e.g., Number Strategy, STIR/SHAKEN, etc.). • Success Partnership: Serve as a technical escalation partner for Client Success Managers, guiding troubleshooting for their specific books of business as needed. • Facilitate Client Trainings: Lead engaging training for a subset of our new clients while supporting existing clients as needed over Zoom. • Operational Excellence: Lead complex project work, such as bulk phone number registrations or specialized compliance audits, for our largest enterprise clients. • Cross-Functional Feedback: Partner with Client Success Managers to synthesize support trends into actionable feedback for the Product team to reduce recurring friction points.

• Lead and coach remote-first engineering teams, fostering strong culture, performance, and continuous growth • Support delivery of value-driven work by partnering with Product to refine backlogs and enable iterative delivery • Ensure team alignment to agreed OKRs, KPIs, security, and engineering standards • Create clear communication around goals, progress, risks, and outcomes • Improve team ceremonies, processes, and ways of working to drive effective delivery • Support technical direction alongside senior engineers and help shape work entering the backlog • Collaborate with Technology leaders to align team growth with wider business objectives • Enable cross-team coordination and coach engineers to communicate clearly with non-technical stakeholders • Contribute to hiring, onboarding, and ongoing capability development • Champion a culture of transparency, knowledge sharing, and continuous improvement across Timely engineering teams