• Participate in a systematic review to describe methodology currently used to measure drug consumption using wastewater samples; serve as the main liaison in DOP to staff leading this effort in the National Center for Environmental Health (NCEH). • Serve as the DOP liaison for the Association of Public Health Laboratories (APHL) community of practice on wastewater analysis for drug consumption; joining all meetings and sharing discussion with OADS and staff managing the Overdose Data to Action (OD2A) cooperative agreement; ensuring any necessary synergies between state-funded OD2A staff and those working on wastewater activities within the state. • Assist APHL in development of an ethical framework for wastewater analysis for drug consumption; join meetings with APHL and serve as liaison with OADS. • Assist NCEH in the development of standards and methods; participate in meetings and potentially write sections of technical guidance. • Assist OADS with overall management of the wastewater project to include developing key objectives & deliverables along with timelines and parties responsible for completion.

• Support the coordination of CX service delivery and daily operations in alignment with SLA requirements. • Work closely with Genesys Cloud CX consultants, engineers, and support teams to track service activities and delivery progress. • Monitor service requests, tickets, shifts, and operational metrics to ensure timely response and issue resolution. • Participate in incident coordination, follow-up activities, and customer communication regarding support status and service metrics. • Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams. • Maintain and update service documentation, knowledge base articles, and operational procedures. • Cooperate with Customers within the framework of Service Delivery (service status review, service reporting, issues troubleshooting). • Collaborate with internal teams to identify opportunities for service improvements and operational efficiency.

• Own the relationship with your assigned Local Authorities • Analyse and manage large datasets (100k+ records) • Guide Local Authorities through data transformation • Write and document transformation rules • Quality check and cleanse data • Track progress and manage stakeholder tasks • Contribute to process improvements and team support

• Handle customer, courier, and merchant inquiries through live chat, phone, and email support • Resolve escalations, operational issues, and time-sensitive cases quickly and professionally • Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs • Maintain a high-quality customer experience by using empathy, clear communication, and Wolt’s tone of voice • Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines • Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools • Stay up to date with new processes, market changes, training materials, and internal updates