• Act as a bridge between CS, Data, RevOps, Support and Operations teams to ensure operational efficiency and provide strategic insights. • Develop and maintain dashboards, reports and analyses in HubSpot to guide Customer Success actions. • Write and manage advanced queries in SQL Server for extracting and analyzing customer data in the Amazon QuickSuite environment. • Develop and maintain automations in HubSpot, as well as CRM dashboards and reports. • Support the collection, processing and visualization of operational and revenue data. • Use management tools such as Jira and Confluence to document and track processes, workflows and requests. • Participate in agile ceremonies and collaborate on continuous improvement of CS operations.

• Support cross-functional teams (admissions, career, placement, billing) with data and automation needs. • Design and maintain automation workflows with Zapier, Typeform, Hubspot, AppScripts, Notion/Airtable, and external APIs. • Build and maintain BI dashboards (Looker Studio, Google Sheets). • Use lightweight database solutions (e.g., Supabase) to structure and sync data across internal processes.

• Support the creation, review, and maintenance of sales quotes • Support the onboarding of delivery consultants into select Client Vendor Management Systems “VMS systems” • Build and maintain resource forecasts for the RMO • Support the bidding and operational coordination of opportunities within a large client program and environment • Monitor and maintain operational data integrity across systems and tools, while identifying opportunities for automation and workflow optimization to improve operational scalability • Support resource scheduling and staffing coordination activities as needed • Assist with identification and documentation of processes, process improvements, procedures, and operational playbooks, including evaluating automation opportunities to reduce manual effort and increase scalability • Support special projects and other operational tasks as assigned • Escalate operational issues appropriately and ensure leadership visibility for manager-level or higher concerns • Provide timely responses and follow-through on operational requests, escalations, and cross-functional communications in a remote work environment

- **Cloud Infrastructure Leadership **- Lead the design, implementation and optimisation of the company’s cloud infrastructure, focussing primarily on AWS and GCP to meet current and future business requirements. - **Strategy Development **- Define and execute a cloud strategy that supports scalability, cost efficiency and business continuity while aligning supporting capabilities (monitoring, alerting, tooling), company objectives and Technology/Product roadmaps. Work with Senior Leadership and key stakeholders to align the infrastructure strategy with the overall business objectives and develop a strategic roadmap ensuring that Infrastructure Operations supports business goals. - **Leadership **- Lead and mentor teams of DevOps/SRE/Infrastructure Engineers with a focus on continuous professional development and high performance. - **Operational Excellence** - Gather and document operational requirements centred around contractual compliance, business needs and industry best practice. Utilise these requirements to design appropriate monitoring, alerting and incident response practices. Identify and implement automation candidates to further maximise the efficiency of the teams. Ensure 24/7/365 operational stability and performance of infrastructure, meeting or exceeding business requirements. Oversee capacity planning, change management and performance tuning to optimise performance while ensuring scalability, high availability and preparation for disaster recovery across all infrastructure aspects. - **Security and Compliance** - Collaborate closely with the security team to ensure that infrastructure adheres to and aligns with required frameworks, policies, procedures and evidence gathering requirements (spanning ISO 27001, ISO 27701, Cyber Essentials). Oversee the successful operation of Disaster Recovery and Business Continuity plans in collaboration with the Security team and ensure these are regularly tested and continuously improved. - **Collaboration** - Partner with the Development, Product, Security and Business teams to ensure the business requirements are understood, met and reported on to ensure the smooth delivery of infrastructure services across the organisation. - **Vendor Management** - Manage key vendor relationships with cloud service providers and other 3rd party vendors. Horizon scan for new products and features which can be leveraged to improve the return on infrastructure investment. - **Budget Management **- Contribute to the development, management and reporting of the infrastructure operations budget, forecasting needs according to business requirements.