• Leads the design, documentation, standardization, and continuous improvement of customer care and contractual service processes across global operations, ensuring consistency and audit compliance. • Drives process reengineering, simplification, and automation initiatives, including identification and deployment of RPA opportunities and workflow improvements within CCC environments. • Manages planning, execution, and governance of New Service Introductions (NSI) and service transition programs for CCC, ensuring delivery within scope, timeline, and cost. • Acts as Subject Matter Expert (SME) for customer care processes and tools, supporting global initiatives, business transitions, and service enablement activities. • Collaborates with stakeholders to design and deploy remote service capabilities and support contractual service growth initiatives. • Analyzes business performance, identifies root causes and improvement opportunities, and translates insights into actionable process enhancements and operational strategies. • Develops and manages project plans, including scope, milestones, risks, dependencies, and resource allocation, ensuring effective stakeholder alignment and communication. • Defines business requirements, creates process maps, and ensures effective integration of tools and systems into optimized workflows. • Establishes and monitors process performance metrics, dashboards, and reporting frameworks to demonstrate value and drive continuous improvement. • Communicates process changes, leads training initiatives, and ensures readiness of operations for new services, tools, or process deployments. • Builds strong cross-functional relationships and may provide mentoring and guidance to junior team members to strengthen process engineering capabilities.

• Execute Team Rubicon’s strategy to enhance our ability to respond rapidly and locally to disasters. • Develop and maintain relationships with disaster assistance organizations at the state, county, and city levels. • Support program delivery of the leadership lifecycle including recruitment, onboarding, and development of Greyshirt volunteer leaders. • Purchasing and expenses according to the Branch budget plan and approving events in the system. • As needed, provide emergency operations center (EOC) support, and disaster response coordination across relevant agencies. • Provide direct support in coordinating response activities with local, state, federal, and non-governmental agencies. • Assist in developing and implementing disaster response strategies, ensuring resources are deployed efficiently. • Facilitate communication between field operations, the emergency operations center (EOC), and external stakeholders.

• Lead and develop a team of Telecom Engineers and Specialists. • Establish operational priorities, workload management, and resource planning. • Provide mentorship, coaching, technical guidance, and career development opportunities. • Manage team performance, objectives, and professional growth plans. • Foster a culture of accountability, collaboration, customer service, and operational excellence. • Oversee operational support for telecommunications infrastructure, including: Ribbon SBC platforms, Oracle SBC platforms, AudioCodes media gateways and SBCs, SIP trunks and carrier interconnections, Legacy PSTN, TDM, and E911 interfaces. • Ensure platform availability, reliability, performance, and security. • Coordinate software upgrades, hardware refreshes, lifecycle management, and vendor support activities. • Provide operational leadership for telecommunications services supporting NG9-1-1 environments. • Support integration with: Emergency Services IP Networks (ESInet), Next Generation Core Services (NGCS), Call Handling Equipment (CHE), Carrier and OSP interconnections. • Participate in interoperability testing, customer migrations, and production cutovers. • Serve as the escalation point for complex telecom incidents and service outages. • Lead root cause analysis efforts and corrective action planning. • Oversee implementation of production changes, upgrades, and maintenance activities. • Ensure adherence to change management processes, operational procedures, and service-level commitments. • Participate in on-call escalation activities when required. • Act as a technical liaison between customers, carriers, vendors, and internal teams. • Support customer escalations, operational reviews, and service improvement initiatives. • Assist with technical reviews, project planning, and deployment activities. • Develop and maintain operational standards, documentation, and best practices.

• Run day-to-day campaign execution in Adobe Journey Optimizer (AJO): setup, audience targeting, content associations, and deployment scheduling. • Own the intake process: briefing, capacity planning, and prioritization with stakeholders. • Coordinate QA across active journey builds (logic, targeting, content rendering, compliance) before anything deploys. • Be the operational point of contact between GTX, technical build partners, and the client's marketing team. • Maintain execution trackers, dashboards, and deployment calendars. • Support migration of legacy-platform campaigns into AJO. • Surface risks, blockers, and capacity constraints early.