• The Senior Manager, Fulfillment is responsible for managing day-to-day fulfillment execution and ensuring Chomps’ fulfillment network operates with accuracy, accountability, cost discipline, and scalability. • This role translates established fulfillment priorities into clear operating routines, partner expectations, KPI reporting, and process controls across multiple distribution locations and 3PL partners. • The ideal candidate brings strong fulfillment and 3PL management experience, understands order execution, and can turn complex operational priorities into practical processes, measurable results, and clear cross-functional communication. • This role is expected to independently manage recurring fulfillment cadences, 3PL partner follow-up, KPI reporting, process controls, and order exception management. • This role will also provide operational inputs, data analysis, risk visibility, and execution support to leadership for network planning, budget development, partner governance, and material service, cost, compliance, or performance escalations.

• Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreement with the customer • Manage and lead our relationship with the local service partner • Manage and lead our relationship with the customer • Ensure that customer satisfaction goals are met both internally and with the customer • Procure and coordinate any internally resources that may be needed • Ensure compliance with response/restoration time commitment • Remotely diagnose system failure and facilitate call management as applicable • Manage Emergency Service efforts and escalation procedures

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams pertaining to the Mobile Video, Command Center Software, and Mission Critical Networks throughout the customer engagement. • Oversee Servicer Statement of Works (SSOW) with Onsite Servicers and ensure service delivery and Service Level Agreements (SLA) compliance. • Provide Customers a single point of contact for all items related to Video Services. • Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes. • Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables. • Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer. • Ensure best practices are being adhered to within the customer's environment. • Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure. • Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans. • Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities. • Report on technical performance and provide reviews of relevant service requests open within a customer's environment. • Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes. • Have familiarity with video solution deployment methodologies and quality processes. • Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.

Role Description As a Manager of Processing at Splitero, you'll lead a team of high-performing processors who are committed to helping homeowners access their equity through our HEI product. You'll own the full performance management lifecycle for your team: from hiring and onboarding to coaching, pipeline oversight, and data-driven decision-making. This role is for a leader who is energized by developing people, running a tight operation, and making a measurable impact on the business. - Manage all talent acquisition efforts and lead hiring teams to source, screen, interview, and present offers to qualified candidates. - Oversee all performance management for team members, including coaching conversations, formal coaching plans, and PIPs, ensuring proper alignment with People Ops and leadership before any formal action is initiated. - Cultivate and maintain a positive team culture; plan proactive employee engagement initiatives and solve conflict interfering with the work environment. - Train and onboard all new hires to ramp efficiently, and provide ongoing opportunities for learning and growth, acting as an advocate for every team member’s continued development. - Lead projects related to their team; thoroughly scope, create timelines and resource needs, organize meetings, delegate tasks, collaborate cross-functionally, and provide upward and downward communication related to project goals, updates, and roadblocks. - Manage the pipeline and workload for all team members, ensuring high performance across all team members. - Partner with and direct the Processing Team Lead on daily pipeline execution, file reallocation, and onboarding, maintaining clear separation between Team Lead coaching responsibilities and manager-owned performance actions. - Own development, implementation, and changes to policies and procedures. - Connect company-wide goals with department-level action items on a quarterly basis and steering department and individual contributor goals. - Analyze data related to their area, produce valuable insights, and present to leadership. - Act as the main point of contact for escalations and team member questions, providing quality control and teachable opportunities across the team. - Conduct regular call listening audits to assess communication quality, condition request clarity, and homeowner experience, using findings to coach and develop individual processors. The on target earnings for this position is $120,000 - $145,000, inclusive of a base salary and commissions based on team performance. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. Qualifications - 4+ years of experience in loan processing. - 2+ years of experience managing a high-performing team. - Proven history of successfully managing projects from ideation to execution. - Ability to write effective policies and procedures. - Ability to manage performance, resolve conflict, and give feedback to underperforming team members. - Ability to manage change effectively through upward and downward communication. - Demonstrated leadership skills, including the ability to have constructive conversations, set and meet deadlines, proactively communicate challenges and changes within your department, and relay information to all levels of management on a regular cadence. - Ability to make data-driven decisions. - A team-first mentality with a genuine enthusiasm for fast-paced environments. You embrace change with resiliency and bring positivity and inclusivity to everything you do. Benefits - OneTeam Culture - We foster a culture of transparency, innovation, and inclusivity, where every voice is heard and every team member is valued. - Generous Resources - In addition to a solid tech stack, and access to any WeWork location, you will receive a monthly cell and internet stipend. - Premium Healthcare - We offer comprehensive healthcare plans for you and your family, which employees are eligible for on their first day. - Flexible PTO and Parental Leave - We offer a generous PTO and encourage employees to take time off to recharge.