• 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.

• Our Customer Service team acts as the voice of the parent — the critical link between our users and our Product, Engineering, and Platform teams. • We are seeking a strategic, AI-first specialist who is analytically minded and thrives on turning data into action. • In this role, you will leverage AI tools and customer data to identify trends, manage follow-up activities, support action plans, and maintain SOPs across a broad range of customer and operational needs. • By helping ensure issues are resolved efficiently and contributing to communication and collaboration across teams, you will play a key role in making sure nothing falls through the cracks. • AI-Driven Root Cause Analysis: Leverage Zendesk analytics and other AI-driven platforms to track and report on key metrics, including ticket volume, contact drivers, and bot performance trends. • Perform in-depth ticket research to pinpoint systemic technical issues, providing Engineering with documented evidence to prioritize bug fixes and feature updates. • Strategic Internal Partnering: Partner with Product, Engineering, and Platform leads to advocate for customer needs based on support trends and friction points. • Translate raw customer feedback into data-backed recommendations that directly inform technical roadmaps and product decisions. • Review Monitoring and Analysis: Monitor customer reviews consistently across major platforms and channels, flagging trends and surfacing key themes to internal stakeholders. • Assist in the research, tagging, and analysis of review data to identify recurring product, UX, or support issues that warrant action. • International Support: Coordinate responses to distributor and internal Owlet stakeholders, ensuring timely and consistent communication across international partners. • Work cross-functionally to support ongoing efforts to enhance the experience for Owlet parents across international markets. • Process and Knowledge Improvement: Maintain a strong working knowledge of the Owlet ecosystem to serve as a technical resource for the broader team. • Collaborate with Customer Service Managers to audit, refine, and maintain internal troubleshooting guides and public-facing help articles for accuracy and clarity.

• Own business unit financial performance, including revenue, gross margin, operating costs, and profitability. • Develop and execute operating plans that balance customer outcomes and operational efficiency. • Refine performance metrics and accountability across functions. • Lead the adoption of AI and automation across customer-facing and internal workflows. • Identify opportunities to eliminate manual processes, reduce organizational complexity, and increase productivity. • Champion an AI-first mindset across teams. • Establish measurable targets for productivity gains and operational leverage. • Improve delivery quality, utilization, scalability, and customer satisfaction. • Build repeatable processes that reduce dependency on individual contributors. • Drive continuous improvement through data, process redesign, and technology. • Align Product, Engineering, Customer Success, Professional Services, and Operations around common business goals. • Translate strategic priorities into operational execution. • Remove bottlenecks and improve organizational effectiveness. • Lead business reviews and operating cadences. • Build high-accountability teams focused on outcomes. • Coach managers and develop future leaders. • Foster a culture of ownership, transparency, continuous improvement, and experimentation. • Increased organizational productivity through AI and automation initiatives within 12 months.