• Own the Maintenance & Repair (M&R) budget and ensure cost-efficient, high-quality repairs across the market such as Repair Strategy, Workshop Network, Spare Parts Inventory • Define repair strategies per vehicle based on damage reports and operational priorities. • Maintain strong vehicle availability by coordinating workshop capacity, scheduling, and spare parts flow. • Build and optimize the internal and external workshop network to improve turnaround times and cost efficiency. • Lead and develop station repair teams, ensuring consistent performance and technical capability, damage detection rates and sparte parts inventory. • Track key KPIs such as repair cost, time, and damage detection accuracy to drive continuous improvement.

Technical Service, Implementation & Delivery Manager Overview The Technical Service, Implementation, & Delivery Manager is a people leader responsible for owning the end-to-end customer experience across onboarding, implementation, support, and ongoing service delivery. This role sits at the intersection of technical execution, customer success, and operational excellence, ensuring that customers realize fast, measurable value from Dispel while teams operate with clarity, empathy, and accountability. This leader is hands-on, humble, and outcome-oriented — equally comfortable setting strategy, coaching entry-level through staff-level ICs, and stepping into live customer situations when needed. What You’ll Own - End-to-end customer outcomes across implementation, support, and ongoing delivery - A team of 8–10 customer-facing technical specialists - Service quality, escalation management, and operational consistency - Partner with Product and Engineering on complex bugs or architectural concerns - Owns customer experience from implementation through steady-state delivery - Leads and develops a high-performing, customer-facing technical teams - Acts as a senior operational and customer advocate within Dispel Key Responsibilities Team Leadership & Development - Hire, coach, and retain high-performing technical customer teams - Set clear expectations, career paths, and performance goals - Foster a culture of ownership, psychological safety, and continuous improvement - Be present in the NYC office the majority of the week for hands-on leadership Execution & Operations - Balance team capacity across onboarding, support, and delivery - Remove blockers, reprioritize as needed, and lead from the front during crunch time - Define and track KPIs across service delivery and customer health - Run operational cadences (standups, planning, retros, reviews) Customer Engagement & Escalations - Serve as a senior escalation point for complex or high-impact issues - Join customer calls as a trusted technical advisor - Lead structured troubleshooting and incident response - Ensure clear, empathetic, outcome-driven communication Implementation & Product Partnership - Co-own onboarding and implementation with Account Management - Drive fast time-to-value and consistent product ramp experiences - Partner with Product and Engineering on deployability, usability, and feedback - Translate customer insights into actionable product input Account & Growth Support - Support renewals and expansions with technical context - Identify account risks and growth opportunities - Ensure smooth handoffs across Sales, Implementation, and Support Why Dispel This role offers the opportunity to directly shape Dispel’s revenue durability, customer relationships, and future account expansion organization. It is a highly visible leadership position with direct impact on board-level metrics and long-term company value. Dispel is a fast-growing company built around ownership, accountability, and customer trust. This is a highly visible leadership role with direct impact on retention, expansion, and long-term company value. You’ll help shape how Dispel delivers for customers as we scale—while building teams grounded in trust, accountability, and technical excellence.

• Oversee the team’s ticket operations to ensure timely and effective resolution of customer inquiries. • Create new processes, and update existing ones to be scalable • Communicate and promote alignment between cross-functional teams • Be involved in processes & tasks such as: • First-touch responses and proactive customer communication. • Resolution tracking and effective problem-solving. • Management of tickets across internal and external channels. • Regular communication with the team to identify weak points or process gaps. • Work closely with the Head of Customer Operations and senior leadership. • Raise the team’s operational excellence for Customer Support to new highs • Work with teammates to implement scalable processes.

• Manage and respond to emails, and ensure prompt, clear communication. • Schedule and organize meetings, appointments, and travel arrangements. • Handle routine data entry and data management tasks. • Assist with calendar management, ensuring alignment of schedules and priority tasks. • Provide excellent customer service by communicating effectively with clients and stakeholders via email, phone, or chat. • Maintain professionalism and clarity in all interactions, adapting style to suit various clients and team members. • Create, format, and organize documents, spreadsheets, and presentations as needed. • Maintain accurate and up-to-date records of files and data, using shared drives and databases as necessary. • Track key project metrics, deadlines, and progress, keeping stakeholders informed. • Support project management by tracking task completion, coordinating with team members, and managing deadlines. • Conduct follow-up on various tasks, assignments, and projects to ensure timely completion. • Assist with social media content scheduling, posting, and responding to inquiries if needed. • Monitor and report on engagement metrics, helping to maintain an active online presence. • Conduct online research to gather information on specific topics, prepare reports, and present findings concisely. • Assist with gathering competitive analysis, industry trends, or other data-driven insights as required.