• Help keep immersive guest experiences running reliably once they're live in the world. • Connect clients, vendors, project managers, engineers, and creative leads so tickets move, deployments land, and issues get resolved before they become guest-impacting. • Own the flow of support tickets across multiple live engagements, ensuring every issue has a clear owner, next step, and path to resolution. • Get hands-on with live systems: restart services, monitor and restart containers, apply patches, run documented deployments, follow runbooks, and troubleshoot issues before escalating to engineers. • Help launches and updates land cleanly by coordinating deployment windows with engineering, clients, and vendors, including the occasional off-hours windows required for park downtime. • Keep teams aligned through weekly ticket reviews and support check-ins, capturing action items, confirming owners and due dates, and following through until work is complete. • Make operational knowledge easy to act on by keeping runbooks, after-action reports, deployment plans, and client documentation current, accurate, and easy to find. • Protect project health by tracking support-contract hours and retainer usage, flagging scope creep early so leadership can make timely decisions on change orders.

• Maintain New Hire Tracker. • On-board new hires: obtain information and forms from new hires, communicate new hire information internally; update Corrigo; fleet & support; order p-card, uniforms, badge, tools, supplies, et.al. • Process exiting employees: Samba (MVR program), Abukai, Corrigo systems; fleet, p-card cancellation, PTO/TBT trackers, employee directory, etc. • On-going updates of systems and records (Corrigo, employee directory, fleet program, Abukai, SAMBA, etc.) • Order and manage replacement badges, uniforms, fleet insurance cards, fuel cards, registration renewals and transfers, etc. • Review and provide SAMBA (MVR) report periodically to operations managers. • Assist with work order updates/status in certain client specific Corrigo instances. • Update fleet program website with assigned driver information. • Order office supplies from appropriate/authorized supply vendor for technicians and others, as needed. • Toolbox Talks and Refrigerant Log Tracking. • Assist as needed, with p-card reconciliations and missing receipts. • Attend various group and department wide weekly meetings. • Ad hoc and on-going support to manager and operations technicians, engineers, managers, leadership and other MES support teams. • Assist and back-up support to others on the OC Team. • Special projects/other duties as assigned (for example, but not limited to, payroll, uniform management, SharePoint, Corrigo operational and financial support, Abukai, etc.)

• Own emergency preparedness end to end: pre-incident response planning and training with local Authorities Having Jurisdiction. • Lead facility fire risk assessments and partner with Health and Safety on hazardous materials code compliance. • Own the fire and life safety program: budget, third-party consultant relationships, contracted Inspection, Testing and Maintenance. • Partner with Design and Delivery on plan review and commissioning of fire and life safety systems. • Lead incident investigations using 5-Why and fault tree analysis. • Run the routine inspection program of walkthroughs and Gemba observations. • Travel 50 to 75% across the fleet.

• Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement • Support organizational Change by rolling out new processes and systems and supervise adoption, both internally and externally to ensure consistency • Analyze positive and negative trends utilizing data from customers, individuals and systems to provide data interpretation • Leveraging data to identify gaps, assess goals and targets, produce gap analysis and promote process & design • Use AI to drive retention and expansion. Design and run AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them. • Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time. • Run weekly renewal forecast cadence in partnership with CS leadership. • Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one. • Lead and grow a team, and communicate clearly from the top down, including executive correspondence. • Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working. • Partner with Customer Success, Product, and Revenue leadership to turn insight into pipeline.