• Establish and implement initiatives leveraging technology systems and tools to enhance efficiency and streamline operations • Develop and maintain a strong working relationship with all functional areas / workstreams; available to assist other related projects, as needed • Author and distribute event-related communications to applicable staff • Execute all other duties assigned by the team or leadership • Develop and maintain relationships with corporate clients, HNWIs, and other important VIP clients with the goal of driving sales long-term across all On Location properties • Build and manage event budgets during the ideation and curation process, with oversight from Management and other key function areas, to ensure the proposed and sold experiences are financially sound

• Serve as a liaison between the Real Estate function and IT, understanding business needs and translating them into technical requirements and solutions. • Support the implementation and optimization of real estate platforms and tools. • Lead or contribute to project planning, execution, and delivery across multiple real estate initiatives. • Collaborate with cross-functional teams including vendors, technical teams, and business stakeholders to deliver technology solutions on time and within scope. • Collaborate with architects and system experts to develop and maintain technical documentation, workflows, and training materials. • Provide day-to-day application support and troubleshoot issues, ensuring system stability and reliability. • Establish and enforce data governance practices to ensure the accuracy, consistency, and integrity of real estate data across all systems and processes. • Analyze and interpret real estate data to provide insights and support strategic decision-making. • Identify opportunities for process improvement and digital enablement within the real estate domain. • Develop and maintain strong relationships with vendors to ensure alignment with organizational goals and performance expectations. • Monitor vendor performance through regular evaluations, performance metrics, and compliance with contractual agreements. • Ensure timely resolution of vendor issues, including quality, delivery, or service concerns. • Travel as needed.

• Own and lead the end-to-end workforce management strategy, including scheduling, shift design, PTO/VTO governance, and short- and long-term capacity planning across all contact channels and brands. • Establish and mature agile forecasting practices by partnering with Data and Operations to design, refine, and scale predictive demand and capacity models that anticipate business shifts and growth. • Provide executive oversight of real-time performance management, ensuring queue health, productivity, and customer experience objectives are consistently met while empowering operational teams to execute effectively. • Define and evolve workforce performance measurement frameworks, delivering executive-ready insights on key metrics (AHT, EACW, Adherence, Hold Time, SLA performance, cost per contact, etc.), and proactively surfacing risks, trends, and opportunities. • Own service level strategy and governance, balancing customer experience, operational efficiency, and cost optimization while driving continuous improvement initiatives. • Lead workforce-related financial planning in partnership with Finance and Data teams, including headcount modeling, annual operating plans, long-range forecasts, and ongoing management of internal labor and BPO spend. • Drive enterprise-level efficiency initiatives, including routing optimization, automation opportunities, staffing utilization, vendor strategy, and structural improvements to reduce cost per contact. • Serve as the workforce planning lead for enterprise initiatives such as new channel launches, platform migrations, testing, and major operational changes, ensuring organizational readiness and scalable staffing models. • Act as a trusted strategic advisor to senior and executive leadership, translating workforce data into clear recommendations that support growth, agility, and operational resilience. • Build, mentor, and develop a high-performing workforce management team, establishing best practices, career paths, and a culture of accountability, innovation, and continuous learning.

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area. • Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area. • Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation. • Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services. • Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering.