• Lead and manage the AMER and WW EDS Order Management teams to ensure timely and accurate processing of customer orders • Regularly communicate with the teams to provide updates, gather feedback, and drive continuous improvement • Collaborate with IT support to resolve system issues and participate in user acceptance testing (UAT) • Liaise with internal stakeholders to manage and resolve operational challenges • Ensure standardization of order management processes across regions and coordinate with global teams for consistency • Document and streamline workflows to enhance efficiency and reduce errors • Support teams in achieving performance goals and KPIs • Make strategic decisions and allocate resources effectively to meet business objectives

• Lead, coach, and develop a team of diversely experienced Project Managers and Project Coordinators. • Establish career ladders, development plans, succession planning, and performance expectations. • Conduct regular performance reviews, coaching sessions, and calibration exercises. • Drive accountability through measurable team goals and operational KPIs. • Lead hiring, onboarding, workforce planning, and organizational design. • Foster a culture of ownership, execution excellence, collaboration, and continuous improvement. • Establish and drive metrics on portfolio-level health across schedule, delivery quality, customer satisfaction, utilization, and financial performance utilizing the TBE preferred PPM platform. • Ensure projects are appropriately staffed and balanced across PM levels. • Establish operating rhythms for project reviews, escalation management, and decision-making. • Define portfolio reporting and visibility into project status, risks, capacity, and forecasts. • Serve as escalation point for delivery issues and customer concerns. • Partner with PMs to resolve complex execution blockers. • Ensure delivery teams maintain exceptional customer engagement throughout project lifecycle. • Support executive customer relationships and participate in strategic customer discussions where required. • Drive consistency in customer communications, project governance, and delivery standards. • Identify opportunities to expand services and strengthen account health in partnership with Sales. • Represent customer priorities as the voice of the customer to Product and Operations leadership to enable a feedback loop. • Develop and maintain PM standards, workflows, templates, and governance frameworks. • Improve project lifecycle processes from intake through closeout. • Establish quality controls across project setup, reporting, change management, documentation, and customer deliverables. • Partner with Operations and Product teams to identify automation opportunities and reduce operational burden. • Drive implementation and adoption of delivery tooling and systems. • Align delivery strategy with product roadmap, Data Operations, Capture Technology, and Customer Success initiatives. • Coordinate execution priorities across functions and remove organizational friction. • Support deployment of new products, workflows, and service offerings. • Lead retrospectives and institutionalize lessons learned. • Support annual planning, forecasting, and budget development. • Monitor team utilization, delivery capacity, and hiring needs. • Define operational metrics and dashboards to improve predictability and execution. • Contribute to organizational strategy and long-term scaling initiatives.

• Coordinate and prioritize gathering and processing of licensing documentation for agents • Maintain knowledge of carrier appointment and contracting requirements • Build relationships with internal and external partners • Consult with advisors on best practices related to contracting and commission payouts

• Attract, Retain and Develop World Class Talent: Proactive recruitment of talent; work with management establishing and implementing a strategic staffing strategy. Effective orientation and on-boarding. Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback. • Provide Compelling Claim Services: Employ proper claim handling techniques to protect the integrity of our brand and providing consistent service quality and streamlined processes to add value for our customers. Develop and execute a strategic file management plan that achieves optimal file resolution and business results. • Drive the Information Advantage: Successfully leverage data, management information, and technology to identify and make the most of opportunities to support business strategies and improve results. • Partner for Mutual Success: Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies, and others to achieve organizational goals and create better outcomes. • Conduct quality file reviews per office/best practices guidelines. Conduct ride-along inspections/reinspections with claim professionals to provide coaching and feedback.