• Design and launch a structured new hire orientation program for the Client Experience organization • Build and administer a product certification program spanning 4–6 product lines • Facilitate weekly practice calls where team members work through real scenarios • Deliver hands-on systems and tooling training so team members are proficient before they go live with customers • Partner with leadership to drive AI tool adoption across the Client Experience organization • Track and report training effectiveness, certification completion, tool adoption, and readiness

• Develop, maintain, and analyze time-phased cost baselines, actuals, and forecasts in alignment with the program schedule, applying the appropriate level of rigor for each program—whether pure commercial, Firm Fixed Price (FFP), Cost-Plus, or EVMS-compliant. • Support the development of Performance Measurement Baselines (PMB) and facilitate Integrated Baseline Reviews (IBRs) where required, tailoring processes to align with contract type, lifecycle phase, and customer expectations. • Prepare and analyze program performance metrics using methods appropriate to each program's contractual and operational needs, including BCWS, BCWP, ACWP, variance analysis, and Estimate at Completion (EAC). • Collaborate with the Program Controls Scheduler to ensure the cost-schedule integration is effective and efficient, facilitating accurate performance measurement and reporting, including a complete EVMS report where necessary. • Interface with corporate finance to align program reporting and forecasting with business objectives and financial planning cycles. • Ensure that program-level tools and processes meet the business's financial reporting, forecasting, and control needs. • Interface with Program Managers, CAMs, Engineering, Contracts, and Procurement to develop and validate Estimates to Complete (ETC). • Monitor, analyze, and report program performance using metrics, KPIs, dashboards, and trend analysis. • Support proposal development by preparing cost volumes, BOEs (Basis of Estimate), and schedule and cost planning integration. • Support internal and customer-facing reviews, including PMRs, financial reviews, and customer data calls. • Contribute to developing and improving cost control processes, reporting standards, and tool integrations. • Collaborate with the department manager to drive training and development of the Program Planning & Controls analyst, development of EVM policy and system/tool implementation.

• Own the operational coordination of marketing campaigns, tradeshows and events, product launches, webinars, content initiatives, and cross-functional programs. • Build, configure, test, and deploy email communications in HubSpot, including newsletters, nurture sequences, product announcements, and event communications. • Help improve operational workflows and team organization across the marketing function. • Serve as an operational liaison across Marketing, Sales, Customer Success, Product, Design, and external partners. • Assist with day-to-day operational and administrative support for the marketing organization. • Organize and maintain centralized project documentation, campaign assets, timelines, and operational resources across tools such as Asana, Hubspot, Airtable, and Google Drive. • Help drive projects from intake through completion by proactively tracking deliverables, identifying risks or bottlenecks. • Contribute to building scalable operational foundations for the Legal & Insurance marketing organization.

• Provide expert program and technical support to parents, schools and vendors in a cloud-based Contact Center. • Support families', schools, and vendors in all areas of the WV Hope Scholarship. • Provide exemplary customer support through phone and email response. • Train to review and process a variety of documents related to the Scholarship, such as student applications, student curriculum orders, and more.