• Provide excellent customer service to our clients and learners • Monitor and respond to incoming requests using various back-end operational tools • Provide cross-team support • Report directly to the VP of Education, Engagement, and Operations • Support with onboarding for non-coaching learners and enrollment across various clients • Assist with learner re-enrollment through calling campaigns • Provide over-the-phone support for learners via Aircall • Provide operational support for Customer Success and Channel Partner teams • Identify opportunities for process improvement and increased efficiency within operational workflows • Help implement best practices to streamline internal processes • Collaborate with EnGen team members to boost seat utilization and learner engagement • Attend internal meetings and perform other tasks as assigned

• Provide operational support to Director of Operations and Operations team • Contact customers regarding accounts receivable • Providing general administrative and organizational support to internal team members, including the CEO • Perform routine data entry and generate reports • Organize and schedule meetings, conferences, virtual team events, and travel • Answer telephone inquiries and manage email and Slack communications for senior leadership

• Oversee the full lifecycle of wholesale orders while working cross-functionally across the enterprise. • Act as a key counterpart to Territory Sales Managers. • Exercise strong operational judgement and have a deep understanding of wholesale workflows.

• Own day-to-day payment operations • Own the end-to-end payment operations lifecycle, including transaction monitoring, reconciliation, settlements, refunds, disputes, and exceptions. • Ensure accuracy, timeliness, and appropriate controls across payment flows • Maintain clear operating rhythms (daily, weekly, and monthly) to keep the function disciplined and predictable. • Oversee monitoring of incoming and outgoing transactions to identify errors, anomalies, and potential risk. • Partner with Compliance, Finance, and Customer Support to strengthen controls, identify repeat exception patterns, and reduce recurrence through durable fixes. • Maintain disciplined, well-documented exception resolution, with root-cause analysis and prevention as the standard. • Lead daily, weekly, and monthly reconciliations across payment channels and internal systems. • Investigate discrepancies, drive resolution with the right owners, and implement preventative controls to reduce recurrence. • Partner with Finance on settlement procedures, reporting requirements, and control design. • Identify gaps and failure points in existing workflows, then redesign for clarity, scale, and audit readiness. • Create and maintain process documentation, runbooks, and operating procedures that stand up to scrutiny and survive growth. • Support audits, partner reviews, and internal testing with strong evidence trails and clean operational execution. • Serve as an escalation point for complex payment issues impacting customers. • Ensure payment-related inquiries are handled promptly, clearly, and with a high bar for accuracy and professionalism. • Partner with Customer Support to improve tooling, macros, and workflows that reduce repeat issues and customer frustration. • Build and maintain reporting on volume, trends, exception rates, reversals, and operational performance. • Use data to surface risks, prioritize fixes, and inform product and operational decisions. • Provide leadership with clear, regular visibility into payment operations health and readiness. • Partner with Product and Engineering on new payment features, launches, and system enhancements, bringing an operator’s perspective to requirements and testing. • Lead operational rollout plans for new capabilities, including training, documentation, controls, and monitoring.