Role Description Join Lifely as a full-time Customer Experience Specialist - eCommerce. In this role, you will be responsible for providing exceptional customer service and support to our Australian online customers. This is a great opportunity to be a part of a fast-paced, dynamic eCommerce business. - Respond to customer inquiries and complaints via phone, email and live chat channels - Troubleshoot product or order issues and provide solutions to ensure a positive customer experience - Process customer returns, exchanges and refunds in a timely manner - Assist with product research and provide recommendations to customers - Identify customer trends and pain points to help improve our operations and service - Contribute to the continuous improvement of our customer service processes and procedures - Work during Australian business hours to align with customer needs Qualifications - 3+ years of experience in a customer service or call centre role, preferably in an eCommerce or retail environment - Prior hands-on experience with returns, exchanges, refunds, and order issue resolution - Experience handling customer support through phone, email, or live chat - Strong communication and interpersonal skills with the ability to build rapport with customers - Business-fluent English to effectively communicate with customers - Experience with customer service or helpdesk software (e.g., Gorgias, Zendesk, Freshdesk, or a similar CRM/helpdesk tool) - Experience with Shopify or other eCommerce platforms for customer support functions - Availability during Australian business hours and US business hours Benefits - Competitive salary - Comprehensive healthcare and insurance benefits - Opportunities for career development and advancement - Work from Home role

Role Description We are seeking an experienced Technical Project Manager to lead critical operational excellence and digital transformation initiatives across our technology landscape. This role requires a leader who goes beyond coordinating delivery—ensuring that solutions are successfully transitioned into production and deliver sustained business value. - Lead the end-to-end delivery of IT operations and infrastructure projects, ensuring alignment with business objectives and operational readiness. - Integrate ITIL best practices throughout the project lifecycle, with a strong focus on Service Transition to ensure smooth and controlled deployment into production environments. - Drive collaboration across cross-functional teams—including Engineering, Infrastructure, Security, and Service Management—to ensure seamless execution and handoff to operations. - Oversee and govern change and release activities, ensuring compliance with established ITIL processes and active participation in Change Advisory Board (CAB) reviews. - Ensure that all deliverables required for operational success—such as documentation, knowledge articles, runbooks, and support models—are complete and validated prior to go-live. - Proactively manage risks, dependencies, and issues, ensuring minimal disruption to live services and business operations. - Champion continuous improvement across both project delivery and service management processes. Qualifications - Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related fields, or equivalent experience. - ITIL v3 or ITIL v4, PMP, PRINCE2, Scrum Master (CSM/PSM), or equivalent certification is a plus. - More than 5 years of experience in project management, preferably in IT Infrastructure and Operations implementing ITIL frameworks. - Hands-on experience working with Agile/Scrum teams, especially in environments transitioning from traditional methodologies. - Experience with working in high-growth environments. - Exposure to digital marketing, analytics, and digital experience optimization. - Experience with specific eCommerce platforms (e.g., Shopify, Magento/Adobe Commerce, Salesforce Commerce Cloud). Requirements - Apply ITIL principles across the project lifecycle, with a strong focus on the Service Transition phase. - Ensure new or enhanced services are designed, built, tested, and transitioned into production in a controlled and structured manner. - Partner with Service Management functions (e.g., Change, Release, and Configuration Management) to ensure adherence to established ITIL processes and governance. - Actively participate in Change Advisory Board (CAB) sessions to present, justify, and secure approval for project-related changes and releases. - Ensure readiness for go-live by delivering complete documentation, knowledge articles, and support models to enable effective post-launch operations. - Drive continuous improvement across project delivery and service management processes. Benefits - Location: MEX Work-at-Home - Time Type: Full time

• Ensure accuracy of product listings, pricing, promotions, and digital assets across Trulieve’s ecommerce platform through proactive daily monitoring and functional collaboration. • Partner with IT, Marketing, Creative and Retail teams to verify that pricing, discounts, and promotions are displayed correctly and activated on schedule. • Confirm accurate product information, including descriptions, imagery, and categorization, ensuring new and back-in-stock products meet brand and compliance guidelines. • Conduct regular audits to identify discrepancies, escalate issues promptly, and track resolution to maintain site accuracy and compliance. • Serve as a point of contact between web operations, CRM, and marketing to align online execution with business priorities.

• Partner with Digital Experience leadership to manage and execute the digital experience roadmap. • Serve as the primary liaison between Marketing and the Zelis.com IT development team, helping prioritize work, manage capacity, refine backlog items, and ensure successful delivery of initiatives. • Own and maintain the Digital Marketing Design System in partnership with Creative Design, including design documentation, web templates, components, and design tokens. • Facilitate sprint planning, backlog grooming, requirements gathering, prioritization, and stakeholder alignment activities. • Lead project management activities for digital experience initiatives, ensuring projects remain on schedule, within scope, and aligned to business objectives. • Coordinate cross-functional teams including Marketing, Creative, Product, Analytics, IT, and external vendors. • Support planning and execution of large-scale digital transformation initiatives, including future CMS/DXP platform migrations. • Manage vendor relationships and serve as a key point of contact for project meetings, deliverables, timelines, status reporting, and issue resolution. • Develop project plans, maintain project documentation, track dependencies, and proactively identify risks and mitigation strategies. • Collaborate with UX, Creative, and Development teams to ensure digital experiences align with user needs, business goals, and best practices. • Support testing, quality assurance, and release coordination activities. • Provide regular updates and executive-ready reporting on project status, roadmap progress, and key performance indicators. • Assist with ad hoc digital experience initiatives and operational support as needed.