• Act as the primary technical point of contact for enterprise practice clients, providing prompt and effective solutions to technology and analytics issues, and ensuring issues are resolved or escalated appropriately. • Educate clients (and internal users as needed) on effective tool use, best practices, and new functionality to maximize technology adoption and usage of analytics tools. • Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations. • Develop, document, and maintain standard operating procedures (SOPs) for common issues and requests, streamlining problem resolution and allowing for more self-serve resolution over time. • Proactively monitor, organize, and prioritize client-reported issues; clearly document for product management (PM) and relevant internal teams; regularly update stakeholders on progress and resolution timelines. • Gather and synthesize user feedback to inform future product+analytics enhancements and participate in cross-functional projects aimed at improving the client experience.

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.