• Assist with design and maintain publishing workflows • Build and refine project templates • Implement scalable task structures in PM tools • Standardize intake processes • Create launch and rollout playbooks • Model publishing volume and workload forecasts • Identify bandwidth risks • Support resourcing decisions • Optimize task allocation • Implement platform configuration (ClickUp preferred, Jira, Asana, Airtable, etc.) • Ensure documentation accuracy • Improve dashboard visibility • Drive adoption of AI-driven workflows • Align with Design, Editing, Partnerships, Rights • Track dependencies across teams • Escalate blockers early • Ensure timeline adherence • Own, drive, and define QA checkpoints and be the main resource associated with it • Audit workflow compliance • Reduce repeat operational errors • Improve process clarity • Proficient with LLM tools (Claude preferred, ChatGPT, Gemini) for operational use cases including documentation generation, workflow drafting, and data summarization • Supporting the Program Manager with the implementation of our proprietary AI platform, Made, to the channel management workflow • Comfortable designing prompts and lightweight automations to reduce manual work • Familiar with AI features within PM platforms (ClickUp Brain, Asana Intelligence, etc.) • Understands when to apply AI versus when human judgment is required • Curious about emerging tools and willing to test, document, and roll out improvements

• 3rd level of technical support for the GTT client base – Network Services & Security fields • Work on complex technical incidents and client projects • Break/fix support for customer services, across GTT’s international network • Own incidents, resolve them swiftly and drive through to final fix, while working with customers and other internal and external teams as appropriate • Escalation to vendor support and other internal teams, to ensure prompt and satisfactory resolution of issues • Provide concise and relevant action plans for teams, to resolve network and customer issues efficiently • Communication and documentation of customer and service-specific support information • Pro-active problem management, based on technical and trend analysis, to ensure service stability • Taking preventative actions where possible • Configuration of network & security elements and migration of services • Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network

• Manage customer orders from entry through delivery, ensuring accuracy, timeliness, and a high level of customer satisfaction. • Handle both commercial orders and sample shipments in line with sales agreements and internal policies. • Maintain CRM master data, including delivery addresses, invoicing addresses, and key contact information. • Coordinate with Sales, Supply Chain, logistics providers, and Finance to ensure product availability and efficient order fulfillment. • Proactively manage backorders and inventory exceptions. • Resolve order- and shipment-related issues promptly and professionally. • Oversee return and replacement processes. • Support the timely conversion of quotations into orders within internal systems. • Provide ad-hoc operational support to Sales and Clinical teams. • Coordinate sample shipments, demo devices, and special orders while ensuring compliance with internal procedures and customer requirements.

• Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams. • Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions. • Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum. • Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans. • Monitor pilot performance, synthesize results, and translate findings into actionable recommendations. • Support scaling decisions by documenting outcomes, lessons learned, and operational requirements for broader deployment. • Pull and synthesize data from multiple systems and teams to create a clear view of performance across initiatives. • Develop concise reporting, dashboards, and executive-ready materials that connect data to business impact. • Conduct targeted analyses to support decision-making, including trend identification, root-cause analysis, and opportunity sizing. • Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively. • Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams. • Maintain visibility into external and internal changes (e.g., product, pricing, system updates) and ensure alignment with contact center execution. • Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision-making. • Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline. • Serve as a trusted partner to the Director, enabling focus on strategic priorities by managing day-to-day coordination and detail.