• Providing real-time support to clients on active trips via WhatsApp, phone, and email during your shift, with a minimum expectation of a 15-30 minute response time • Proactively reaching out to clients multiple times during their trip • Liaising with DMCs and ground operators to resolve issues quickly on behalf of clients • Logging all client contacts and issues in our CRM, categorising and escalating as appropriate • Monitoring active bookings for potential issues and acting proactively • Working closely with Travel Designers, Product, and management to collate and action trip feedback • Feeding back trends, recurring issues, and DMC performance to the wider team on a regular basis

• Own the services conversion model across differing migration plays, ensuring right-fit delivery approaches by complexity and scale. • Design and scale a standardized, industrialized delivery system for conversions to CLS, transitioning from bespoke execution to a repeatable, factory-based model. • Define and maintain migration paths, playbooks, service scopes, and reusable assets by customer segment. • Stand up and evolve a conversion factory / pod-based delivery model, optimizing for speed, quality, and cost efficiency. • Own end-to-end capacity planning and demand modeling for conversion services across regions and functions. • Design a blended global delivery model (onshore, offshore, and third-party partners) to optimize cost, scalability, and expertise. • Actively manage utilization, margin, and delivery efficiency, ensuring strong financial performance while maintaining customer outcomes. • Operate as the Services leader within the CLS Conversion Program governance model, ensuring alignment to program priorities. • Define and manage delivery through clear KPIs and metrics, including: Predictable delivery timelines, Margin improvement, Reduction in hyper care intensity, Increased reuse of tools and playbooks.

Role Description The Manager of Sustainability Impact at Goodwill Industries International (GII) plays a critical role in strengthening how Goodwill measures, communicates, and advances its environmental and community impact. This role sits at the intersection of data, strategy, and storytelling – leading efforts to build a more consistent, credible, and actionable approach to sustainability reporting across the Goodwill network. This individual will help translate complex data into clear insights, support the development of reporting frameworks and standards, and work closely with Goodwill leaders and GII cross-departmental teams to ensure alignment, transparency, and progress toward shared sustainability goals. The role requires both strong technical expertise and the ability to engage, influence, and communicate effectively across a diverse, multi-stakeholder network. Qualifications - Bachelor’s degree or equivalent experience in sustainability, environmental science, business, public policy, data analytics, or a related field; advanced degree preferred but not required. - Five or more years of relevant professional experience in sustainability, ESG reporting, data analysis, or impact measurement. - Experience working with greenhouse gas (GHG) data, emissions inventories, or carbon accounting methodologies. - Experience working across organizations or networks to align data, standards, or reporting approaches. - Proven ability to communicate complex concepts clearly to senior leaders and external stakeholders. - Demonstrated ability to lead multiple concurrent initiatives, manage competing priorities, and deliver results in a collaborative, fast-moving environment. Requirements - Strong understanding of ESG frameworks, carbon accounting methodologies, and sustainability reporting standards. - Knowledge of evolving regulatory and disclosure requirements related to ESG and climate reporting. - Excellent analytical skills, with the ability to synthesize and interpret complex datasets from multiple sources. - Advanced data visualization and storytelling capabilities, including translating data into clear, actionable insights. - Strong written and verbal communication skills, with the ability to develop executive-level materials and present to diverse audiences. - Demonstrated ability to engage and influence stakeholders across a distributed, multi-organization network. - Strong project management skills, with the ability to manage multiple priorities, timelines, and stakeholders simultaneously. - Ability to balance technical rigor with practical implementation for a real-world, operational environment. - Highly organized, detail-oriented, and comfortable working in a fast-moving, evolving landscape. - Ability to work both independently and collaboratively across teams and functions. - Flexibility, open-mindedness, and agility to adapt to changing priorities and emerging opportunities. - Experience developing or implementing reporting systems, dashboards, or data platforms preferred. - Travel as necessary (10–15%). Benefits - Opportunity to work in a meaningful role that impacts the community. - Collaborative and inclusive work environment. - Professional development opportunities. Company Description Goodwill is the largest nonprofit workforce development network in North America and a central force in the circular economy, operating at scale across the United States and Canada.

• Review upcoming renewals and validate contract details, including renewal dates, products, pricing, and renewal terms. • Ensure that CRM and contract records are accurate and complete. • Execute initial outreach for renewing customers using established communication templates. • Manage renewal notices and track customer responses. • Prepare renewal quotes, amendments, and related contract documentation in partnership with Account Managers. • Maintain renewal opportunity data, forecast dates, and pipeline status updates.