• Support strategic planning, prioritization, and execution across artist management initiatives. • Build financial and operational models to evaluate scenarios, tradeoffs, and new initiatives. • Translate analysis into clear, actionable recommendations for leadership. • Prepare concise strategy briefs, operating updates, and performance summaries. • Develop and maintain a clear, data-informed view of the artist and manager landscape • Utilize existing Salesforce tools as a power user, optimizer, and evangelist; ensuring data quality and strong system usage, training and supporting internal users, creating dashboards/reports, etc. • Analyze quantitative signals such as streaming consumption, chart performance, touring data, ticket sales, and key festival lineups • Incorporate qualitative inputs, including word-of-mouth, relationship-driven insights, and industry conversations, into prioritization • Partner with artist managers and leadership to translate research into focused outreach and business development efforts. • Support the operational backbone of the artist management team, ensuring consistent processes and communication • Prepare agendas and materials ahead of meetings; capture clear notes, decisions, and next steps. Hold yourself and others accountable for follow-through on agreed priorities. • Collaborate across teams to identify friction points and implement practical, scalable solutions • Track decisions, action items, and progress against initiatives - following up across stakeholders, flagging risks early, and helping to drive resolution • Coordinate inputs, timelines, and deliverables, including for senior leaders when needed. • Help maintain goal-setting, KPI tracking, and regular review rhythms.

• Monitor LeadTruffle dashboard throughout the day • Respond immediately to new inquiries • Convert leads into booked estimates • Ensure no missed inquiries across Thumbtack, Google, website, and referrals • Respond quickly and professionally to calls, texts, and emails • Send invoices within 24 hours of job completion • Follow up with new customers within 48 hours • Drive 3–5 new 5-star Google reviews per week • Handle complaints calmly and solution-oriented • Maintain schedule 1–2 weeks in advance • Audit daily visits for accuracy (team assignments, duration, notes, travel time) • Manage call-offs, rescheduling, weather disruptions, scope changes • Ensure accurate clock-in/clock-out tracking • Post twice weekly on Facebook and Google Business Profile • Engage in local homeowner Facebook groups • Drive consistent review generation • Serve as communication bridge between cleaners and customers • Coach privately, praise publicly • Uphold quality standards while protecting team morale • Document and improve operational processes • Reduce escalations through system improvements

• Serve as the primary point of contact for customers via phone and email, handling inbound inquiries related to deposit accounts. • Resolve customer issues involving balances, transactions, interest, statements, ACH activity, debit cards, and account access. • Manage customer cases end-to-end, from initial contact through clear resolution and follow-up. • Handle escalated customer interactions, including time-sensitive financial concerns, with professionalism and effective de-escalation. • Assist with Reg E–related inquiries, including dispute intake, status updates, and customer communications, in coordination with Operations and Compliance. • Accurately document all customer interactions, actions taken, and outcomes in Zendesk or equivalent systems. • Identify recurring issues or process gaps surfaced through customer contacts and escalate them appropriately.

• Reviewing security documents for completeness and recording requirements • Filing security documents with appropriate governmental entities • The verifying client provided documents during the account creation process • Assisting in the preparation and filing of account closing documents • Assisting other departments with document requests and record-keeping