• Act as a change agent to improve Safety, Quality, Delivery, Cost, Innovation and people outcomes through higher Lean maturity and stronger operating discipline. • Own the operating rhythm for Probes staff in partnership with the General Manager, ensuring clear escalations, decision flow, follow-up discipline, and alignment to business priorities. • Partner operations/supply chain interfaces to improve engineering-to-operations flow, manufacturability handoffs, operational readiness, and execution efficiency. • Support the Productivity Leader in translating VCP opportunities into problem-solving routines, cross-functional actions, and sustained delivery while Finance validates financial impact. • Partner with Product Quality and IB, QA/RA, supply chain, and engineering leaders to structure problem solving on recurring quality, installed base, and operational issues. • Deploy and coach Lean and Heartbeat practices across the Probes staff and global RDOs network, including daily management, standard work, leader standard work, problem solving, kaizen, VSM, visual management, and action tracking. • Build Lean capability in the organization by coaching leaders and teams, developing practitioners, and embedding repeatable operating mechanisms rather than one-off events. • Interpret internal and external business challenges, evaluate conflicting data, and recommend practical operating improvements across products, processes, services, and transactional workflows. • Influence operating plans, budget trade-offs, capacity discussions, and cross-functional priorities through strong operational acumen and fact-based decision support.

• Identify, audit, and manage all online listings and business profiles related to assigned clients to ensure accurate and consistent NAP (Name, Address, Phone) information. • Analyze citation data to calculate NAP consistency scores and track improvements over time. • Correct NAP-related discrepancies by updating listings and coordinating fixes across third-party platforms. • Communicate with external directory administrators and partners via email and phone to request, follow up on, and confirm approved updates. • Work closely with the Client Servicing Team to obtain verification PINs, access codes, and required client documentation for profile verification. • Stay informed about the latest NAP consistency standards, local SEO best practices, and search engine guidelines. • Prepare and maintain detailed NAP reports, address client queries, and contribute to strategies that improve online data accuracy. • Participate in client calls and Zoom meetings, when required, to explain findings, progress, and next steps.

• Design, deploy, and maintain scalable, resilient, and secure infrastructure leveraging Infrastructure as Code (IaC) frameworks in both cloud and on-premises environments. • Manage and optimize CI/CD pipelines, enabling teams to deliver software reliably, rapidly, and with minimal manual intervention. • Build and maintain alerting capabilities within cloud cost mgmt. and application resource mgmt. tools to ensure app teams have transparency into spend. • Develop, operationalize, and evolve a show-back financial model to track, analyze, and communicate infrastructure costs to internal app teams and business segments, promoting transparency and accountability in technology spend. • Partner with stakeholders in engineering and operations to actively drive initiatives focused on cost savings, resource efficiency, and infrastructure right-sizing across cloud and data center environments. • Automate routine processes, deployments, and maintenance tasks to improve reliability, reduce manual error, and accelerate service delivery. • Develop and maintain comprehensive technical documentation for platforms, processes, and procedures. • Evangelize DevOps and FinOps best practices across engineering teams, fostering a culture of collaboration, efficiency, and continuous improvement.

• Work directly with the COO to manage agency-wide operational priorities, ensuring projects are moving, blockers are surfaced, and follow-through happens. • Act as a trusted second-in-command for the COO, helping translate strategy into clear execution plans, timelines, workflows, and accountability across the team. • Prepare updates, project trackers, meeting agendas, internal documentation, and follow-up actions to keep leadership and teams aligned. • Own and maintain project management systems across the agency, ensuring projects have clear owners, timelines, milestones, and next steps. • Track progress across key internal and client-facing operational projects, proactively identifying delays, risks, and dependencies. • Lead project check-ins, ensure action items are completed, and make sure work is delivered on time and to a high standard. • Support the COO in setting, tracking, and managing quarterly OKRs across the agency. • Help turn quarterly goals into actionable project plans, with clear timelines, owners, metrics, and reporting rhythms. • Identify operational inefficiencies and build better systems, workflows, templates, and processes to improve team performance. • Document repeatable processes and help create scalable ways of working across departments. • Independently own and execute operational projects that improve agency performance, team productivity, client delivery, or internal systems. • Work cross-functionally with department leads and team members to drive initiatives from idea to implementation.