• Ensure that engineers in the support department are utilized to their full capacity • Address issues of scheduling and coordination of work • Responsible for scheduling engineering calendars and tickets for a global support organization across several time zones • Coordinating all IT resources to drive completion of tasks and ensure efficient resource utilization • Coordinating scheduling of work with internal resources and client contacts • Scheduling internal and onsite technical resources in our ticketing system (ConnectWise Manage) • Evaluating, prioritizing and assigning IT to support requests, following up where needed • Monitoring service personnel schedules to ensure support coverage • Monitoring resource schedules for prompt service delivery and time entry on service requests • Ensuring ticket deadlines are met • Keeping customers informed of scheduling or service changes or outages • Ensuring client satisfaction and resolving complaints • Surveying clients to measure client satisfaction • Efficiently communicating through instant messages, phone calls, and a ticketing system

• Ensure that engineers in the support department are being utilized to their full capacity • Address any issues of scheduling and coordination of work • Responsible for scheduling engineering calendars and tickets for a global support organization across several time zones • Coordinating all IT resources to drive completion of tasks and ensure efficient resource utilization • Scheduling internal and onsite technical resources in our ticketing system (ConnectWise Manage) • Evaluating, prioritizing and assigning IT to support requests • Monitoring service personnel schedules to ensure support coverage • Keeping customers informed of scheduling or service changes or outages • Ensuring client satisfaction and resolving complaints • Surveying clients to measure client satisfaction

• Lead a team of producers within your game area to create robust production plans and execute against those plans, adjusting to the changing needs of the project over time • Understand overall project goals and use those to inform planning and decisions in your areas of ownership • Identify and collaborate with other discipline leads to mitigate risks within your areas of ownership, ensuring that the team has the space to create something amazing while staying on a path toward ship • Manage and direct producers within your development group, collaborate with them to define near-term goals, mentor them regarding project or people challenges, and support them in achieving career objectives • Produce the Leadership Team for your area including scheduling and running rituals, tracking risks, etc • Establish production pipelines and processes for your areas of ownership • Iterate on production processes over time to continuously improve our collaboration, transparency, and velocity • Lead by example, demonstrating production best practices and subject matter expertise within your area • Directly produce feature teams within your area as needed • Collaborate with Executive Producer and other producers to align production plans across all areas of development • Assist the Executive Producer in managing production budgets, including both staff headcount and development budget

• Manages and coordinates in-kind programs in support of wish granting. • Supports chapters by developing and delivering training and onboarding materials on national in-kind program processes. • Monitors effectiveness of in-kind portfolio through analyzing chapter utilization and in-kind program impact on direct wish expenses. • Informs decisions on targeted deployment of in-kind resources, where applicable, to ensure the greatest enterprise-wide impact. • Develops and maintains an understanding of chapters’ in-kind needs, including creating effective communication channels. • Collaborates with Corporate Alliances team in securing and developing high-impact in-kind resources for chapters. • Analyzes, tracks and reports on both cash and in-kind programs. • Synthesizes and shares chapter and donor feedback to improve program impact. • Directly completes booking requests for in-kind resources when centralized booking is needed. • Prepares and updates program documentation, including request forms, process documents, and fact sheets. • Supports day-to-day management of in-kind programs. • Performs other job duties, as assigned.