• 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.

• Work claims denials, rejections, and billing exceptions end-to-end—researching root causes and driving resolution, not just routing tickets • Identify recurring patterns and proactively surface process improvements or automation opportunities • Leverage AI tools to eliminate repetitive manual tasks • Help build and refine internal SOPs and payer-specific playbooks • Monitor claims pipeline health and flag anomalies before they become revenue leakage • Coordinate with providers on missing documentation, credentialing gaps, or coding questions • Communicate with vendors to continuously improve our tools, and help to evolve their setup on an ongoing basis • Escalate complex payer issues and help execute special initiatives to improve our overall revenue operation

• Identify and facilitate process improvement projects, training/workshops to drive cultural change • Conduct root cause analysis to determine metrics, troubleshoot manufacturing/business and assembly issues • Carry out advanced data collection and analysis for process mapping • Design, install, and capital equipment as it relates to process improvement • Drive value stream mapping to define “As-Is Analysis” and the transition to Future State • Develop and conduct compliance assessments, program evaluations, and reviews to drive results