• Organizes and facilitates communication with centralized functions to allow smooth field operations. • Manages logistical requirements to ensure operational excellence, including communications, meeting management, organization of supporting documents, and tracking of initiatives. • Partners with Corporate Affairs and Field Operations to ensure support documentation is adequately created to address the needs of Field Associates. • Supports program management for Field Operations by creating and managing Smartsheets/spreadsheets, and providing tracking for Field Ops initiatives. • Prepares spreadsheets and reports that support operational planning and execution (e.g., training, workforce planning, CapEx planning). • Gathers and consolidates Support Office requests and materials. • Assists in onboarding new field leaders, ensuring they have the operational resources and tools needed for success. • Maintains updated email lists, contact information, and organization charts for the Field. • Edits and ensures accuracy in SharePoint pages. • Processes invoices as needed. • Other job duties as assigned.

• Identify and prioritize growth opportunities across an expanding portfolio of products. • Drive high-impact growth initiatives from concept to completion. • Rigorously assess new opportunities: build business cases, model unit economics, and make data-driven go/no-go recommendations. • Develop a nuanced understanding of how various products, channels, and teams inter-play. • Own quarterly OKR planning and goal-setting processes across all functions. • Lead critical cross-functional projects that span Product, Engineering, Marketing, Sales, and Partnerships.

• Lead Tonal’s Field Operations & Last Mile Strategy • Own operational performance across repair, field operations, and last mile (across U.S.) • Develop and execute scalable strategies to improve delivery quality, service levels, cost efficiency, and member experience • Build operational frameworks that support growth while maintaining a premium member experience • Define and own the operational roadmap for field services and last mile • Manage Service Provider Network Performance • Lead and develop an internal team responsible for service provider management, compliance, quality assurance, and training • Oversee a complex multi-site outsourced network of repair and installation partners • Drive Continuous Improvement & Operational Excellence • Identify root causes and implement systematic solutions to operational challenges • Build reporting, operational cadences, and performance management systems that enable proactive decision-making • Champion the Member Experience • Ensure field operations deliver a premium, seamless customer experience • Build a culture centered on accountability, quality, continuous improvement, and responsiveness

• Lead the division and cultivate a supportive, motivating and collaborative work environment • Ensure projects are properly resourced, managed, and executed • Oversee and/or coordinate new project implementation • Maintain a working client relationship with open lines of communication for the life of the project • Work closely with Business Development in the areas of proposals/contracts, client presentations, and maintains client relationships • Ensure quality objectives are met and oversees audit preparedness, appropriate response to internal and external audits, addressing and correcting audit findings • Manage overall budget activity for divisional areas(s) to ensure profitability