Role Description We are seeking a Service Delivery Manager to lead and oversee service delivery quality for an AI Operations engagement. This role will serve as the primary interface for the client’s service owner and will be responsible for SLA management, KPI tracking, operational governance, and conducting monthly service reviews. The ideal candidate will have strong experience in IT Service Management (ITSM), service delivery leadership, and AI-driven support operations. Experience with Serval or similar agentic ITSM platforms is highly preferred. Key Responsibilities - Own end-to-end service delivery quality for AI Operations engagements. - Act as the primary point of contact for client service owners. - Manage and monitor SLAs, KPIs, and operational governance processes. - Lead monthly service review meetings and performance discussions. - Oversee the implementation and adoption of Serval as the agentic ITSM platform. - Drive continuous service improvement initiatives and operational excellence. Qualifications - 6–8 years of experience in IT Service Delivery, Service Management, or Operations Management. - Strong understanding of ITSM frameworks and service management best practices. - Experience managing SLAs, KPIs, and client-facing service reviews. - Experience supporting AI-driven operations, including automated issue resolution and license management. - Familiarity with enterprise AI tools such as ChatGPT, Claude, and similar platforms. - Experience working in Slack-based support environments. - Excellent communication, stakeholder management, and leadership skills. Preferred Qualifications - Direct experience implementing or managing Serval or similar agentic ITSM solutions. - Background in AI Operations (AIOps). - Experience supporting enterprise-scale AI transformation initiatives. Location - Houston, TX or Remote (USA) Duration - 6-12 Months Benefits

• Develop and maintain relationships with new and existing dealer partners • Act as a trusted advisor to dealership owners, GMs, and F&I managers • Conduct regular in-person dealership visits based on a structured drive schedule • Deliver consistent follow-up and service to ensure dealer satisfaction and loyalty • Identify, onboard, and activate new dealer partners • Drive dealer sign-ups and first deals (“activation”) • Re-engage inactive dealers (e.g., no deals in 90 days) and return them to production • Execute onboarding training to ensure dealers understand programs and systems • Achieve monthly funding and application volume goals • Increase contracts per active dealer and overall territory production • Focus on growing volume in Tier 3–5 segments while maintaining quality • Drive penetration targets (e.g., 3+ and 5+ deals per dealer per month) • Partner closely with underwriting/credit teams to structure deals effectively • Educate dealers on program guidelines, stips, and deal packaging • Improve pull-through by coaching dealers on submitting clean, fundable deals • Monitor dealer portfolio performance (delinquency, charge-offs, profitability) • Manage dealer mix to align with company risk appetite and profitability goals • Shift focus toward preferred collateral and higher-performing dealers • Ensure adherence to compliance, credit policies, and documentation standards • Conduct ongoing product and process training with dealership staff • Educate dealers on value-added products • Provide market insights and best practices to improve dealer success • Maintain a disciplined weekly drive schedule maximizing in-person dealer time • Track and manage activity through CRM (e.g., Salesforce) • Analyze territory performance and adjust strategy based on data • Participate in team calls, sales meetings, and performance reviews

• Serve as a liaison between agents, IMOs, TPAs, Suitability, Sales, Commissions Contracting & Licensing, Legal, and other departments as needed. • Manage incoming annuity new business assigned to the annuity case management team. • Ensure the proper processes/metrics and controls are in place to measure accuracy, timeliness and quality of case management processes. • Ensure team achieves required phone and transaction performance. • Represent annuity operations through active participation in various department and company initiatives, committees and special projects. These include process improvement efforts, agent communication and product development. • Review, analyze, monitor and maintain reports of associate activities. • Handle escalated phone calls involving service issues or training needs. • Resolves moderate to complex sales/operational needs/inquiries as it pertains to product clarification and pending new business processes. • Create and manage team members’ performance standards & reviews. • Conduct monthly face-to-face status updates with each member of the team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee engagement. • Schedule and monitor the successful training of team members. • Lead and manage the annuity case management team, continuously improving our ability to quickly resolve outstanding requirements and issue pending annuity business.

Role Description BioRender’s webinars program is a powerful lever for driving platform engagement, and we’re now investing to take it to the next level. As our Customer Education Manager, Webinars & Training, you’ll be the face of BioRender’s live and scaled learning programs. You’ll own the execution of our webinar program including content development, upkeep and delivery while also building out formal training courses, certification programs, and digital learning paths that make BioRender mastery accessible to every user, everywhere. This role sits within the Customer Education team and works in close partnership with CSMs, Account Executives, and Marketing with a goal to increase active users and make education a core revenue lever at scale. What You’ll Do - Own and Elevate the Webinar Program - Serve as the primary host, facilitator, and face of BioRender’s 1:many webinar program — delivering live sessions that are engaging, high-quality, and grounded in adult-learning principles. - Own the execution of the full webinar calendar: planning with our team, content development, promotion coordination, and delivery. - Help to introduce localization across timezones and languages to expand global reach and accessibility. - Expand content variety — from platform how-tos and feature deep-dives to use-case-based sessions and Q&A formats. - Design and maintain standardized CSM-facing webinar playbooks, email templates, and modular slide decks so CSMs can promote and support sessions without building from scratch. - Deliver Specialized 1:1 Training for Enterprise Accounts - Lead dedicated, customized training sessions for high-ARR enterprise accounts — tailoring content to their team’s specific use cases, workflows, and skill levels. - Help develop a scaled process for CSMs requesting live webinars through our team. - Support champions with train-the-trainer resources and internal rollout materials. - Build Formal Training Programs & Certifications - Design and deliver structured learning paths for different user types — new users, power users, admins, and scientific roles. - Create digital learning courses that complement live webinars and enable self-paced skill-building at scale. Qualifications - 3+ years in a customer education, training, instructional design, or customer-facing enablement role at a SaaS company. - Background in life sciences, biology, or a scientific discipline — or deep familiarity with how scientists work and communicate. - Have experience using the BioRender system — we love our users! - Proven experience designing and delivering engaging live webinars or training sessions to large, diverse audiences. - Strong on-camera and on-stage presence — you’re a confident, polished communicator who can hold a room (virtual or otherwise) with both scientists and executives. - Experience building structured learning programs: courses, certifications, or multi-session training curricula. - Ability to create content independently — scripts, slide decks, facilitation guides, and follow-up materials. - Data-driven mindset: you track what’s working, iterate quickly, and can tie education programs to business outcomes. - Highly organized and self-directed — you can manage a complex webinar calendar while simultaneously building longer-term training infrastructure. - Collaborative and cross-functional — you work naturally with CS, Marketing, and Product to align programs with business priorities. Bonus Points - Experience with instructional design frameworks. - Familiarity with webinar platforms like Zoom Webinars, and LMS or course-authoring tools (Teachable, Thinkific, Articulate, etc.). - Experience building train-the-trainer programs or champion advocacy models. - Comfort with localization strategy — adapting content for different regions, timezones, and languages. - Familiarity with lifecycle marketing or CS platforms (Customer.io, Gainsight, Intercom). Benefits - Mission-driven work: every webinar you run and every course you build helps scientists do their best work. - High-ownership role — you’re the face of our learning programs and have real latitude to shape what they become. - A product that customers genuinely love, with strong word-of-mouth and a highly engaged user community. - Collaborative culture with strong CS leadership and a team that moves fast and backs its work with data. - Competitive compensation, benefits, and remote-first flexibility. Company Description BioRender is on a mission to accelerate the world’s ability to learn, discover, and communicate science. We build software for scientists — from academics to biotech enterprises — to create professional-grade scientific figures, presentations, and data visualizations. Trusted by over 2 million scientists across 200+ countries, BioRender is where the world’s best science gets communicated.