• Managing the day to day workflow of email and SMS production to ensure the timely completion of work across the digital agency; • Identifying when projects are at risk of being delayed and independently resolving issues while coordinating with account leads and department heads; • Partnering with department heads to manage the assignment of JIRA tickets to staff; • Creating agendas and leading meetings to share status updates and identify next steps; • Supporting the team across time zones, including staff that work on the west coast. On-call support for rapid-response moments, including during evenings and weekends, is required as needed; • Developing resources such as JIRA filters and dashboards to enable team members to work more effectively and efficiently.

• Investigating alleged violations of Illinois Shines program requirements • Making recommendations for informal mediation, potential pre-disciplinary and disciplinary action for apparent and/or confirmed Program violations based upon Program requirements • Timely drafting letters to entities alleged or confirmed to have violated Program requirements, consistent with standard operating procedures • Editing letters and disciplinary-related correspondence by other team members to ensure compliance with internal standard operating procedures and client expectations • In collaboration with the Senior Manager, ensuring the Consumer Protection team follows its internal processes for disciplinary action • Proactively identifying process improvements • Identifying, drafting, and training team members on new procedures for disciplinary-related process improvements • Identifying trends in consumer complaints and Program violations; recommending potential proactive measures to help promote Program compliance and reduce consumer protection violations • Maintaining client relationships, serving as a trusted partner for our current and new clients • Organizing and leading in-person meetings, conference calls, and collaboration sessions with client as well as program participants and customers • Tracking deliverables, milestones, and following up with stakeholders and team members to ensure they are on task to complete action items • Tracking key performance metrics and goals • Participating in and leading cross-department meetings and discussions, prioritizing and delegating follow-up items, tracking and reporting progress • Effectively prioritizing and managing additional ad-hoc requests and responsibilities in a fast-paced environment

• Investigating alleged violations of Illinois Shines program requirements • Making recommendations for informal mediation, potential pre-disciplinary and disciplinary action for apparent and/or confirmed Program violations based upon Program requirements • Timely drafting letters to entities alleged or confirmed to have violated Program requirements, consistent with standard operating procedures • Editing letters and disciplinary-related correspondence by other team members to ensure compliance with internal standard operating procedures and client expectations • Ensuring the Consumer Protection team follows its internal processes for disciplinary action • Identifying, drafting, and training team members on new procedures for disciplinary-related process improvements • Identifying trends in consumer complaints and Program violations; recommending potential proactive measures • Monitoring corrective actions and compliance plans for entities confirmed to have violated Program requirements • Maintaining client relationships, serving as a trusted partner for our current and new clients • Organizing and leading in-person meetings, conference calls, and collaboration sessions with client as well as program participants and customers • Tracking deliverables, milestones, and following up with stakeholders and team members to ensure they are on task to complete action items • Tracking key performance metrics and goals • Participating in and leading cross-department meetings and discussion, prioritizing and delegating follow-up items, tracking and reporting progress • Effectively prioritizing and managing additional ad-hoc requests and responsibilities in a fast-paced environment

• Collaborate with Project Management Teams in the development, review, and updates of project and program budgets • Facilitate contract kick-off meetings • Collaborate with accounting department in project set up structure and process • Set up and maintain CostPoint project workforce • Track personnel spend against budgets • Monitor and review project and program expenditures for accuracy and consistency • Review, monitor, and report project financial performance • Develop and provide recommendations for corrective action or improvement as necessary • Support subcontractor/vendor cost management lifecycle • Prepare and/or support preparation of client status reports and integrated program reviews • Review and approve client invoices for submission to customer • Monitor, track, and forecast project spend for labor and non-labor • Manage labor category spend on T&M contracts • Support audit requirements from federal agencies • Support development or enhancement of project control processes