• Employ advanced, proactive risk management skills to "look around the corner" and identify systemic or complex delivery challenges, implementing preventative measures across the delivery methodology. • Drive continuous improvement by aligning the delivery methodology with ITIL framework best practices. • Mentor junior staff on advanced process execution and governance. • Take responsibility for expert resource forecasting, capacity planning, and reporting on team workload/utilization to senior management to optimize operational efficiency. • Own and manage high-level, complex customer and vendor escalations to ensure rapid resolution and a positive outcome, protecting key relationships and revenue streams. • Manage and coordinate large-scale implementations that span Finance, Engineering, and Operations, ensuring all functional heads are aligned on project objectives.

• Perform maintenance on trucks and recreational vehicles per OEM and company guidelines • Diagnose and repair truck systems using hand tools and power tools • Communicate with customers regarding repair needs and create work orders • Maintain proper parts inventory on service vehicles • Test drive trucks to diagnose malfunctions • Maintain cleanliness of work area and customer vehicles during repairs.

• Responsible for performing maintenance on trucks from class 5 through class 8 vehicles and recreational vehicles • Perform regular maintenance, troubleshooting, and repairs on fire trucks and emergency vehicles • Conduct thorough inspections and testing of firefighting equipment and systems • Collaborate with team members and provide technical support and guidance as necessary

• Responding to customer queries in a timely & effective manner via Zendesk or other customer support tools • Identifying and resolving fraud and risk issues (e.g. account opening / identity theft, account takeover, check kiting, money laundering, etc.) • Thoroughly documenting investigative steps, conclusions, and remediation in addition to customer compliments & complaints • Designing and modifying fraud prevention policy and procedure • Auditing, coaching, and training junior level staff • Collaborating with other departments to process department related tasks • Review customer account opening applications through various fraud software platforms to ensure standards are met • Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems