• Support the flow of operational, technical, and administrative routines within the IT department. • Assist in preparing reports, monitoring key performance indicators (KPIs), and updating team documentation and records. • Manage and track support tickets, helping to route requests to the appropriate technical teams. • Collaborate with data engineering, AI, and product teams on internal initiatives and daily routines. • Propose straightforward improvements to simplify and organize the team's day-to-day work.

• Run smooth merchant cycles. Own the operating calendar from menu deadlines to delivery windows, making sure every active merchant is ready before each cycle goes live. • Be the go-to partner for restaurants. Support merchants on cycle status, promos, fulfillment changes, subscriber capacity, pauses, and the day-to-day questions that come with launching something new. • Catch issues before they become bigger problems. Monitor dispatch, delivery, fulfillment, refunds, and payout details so small mistakes do not turn into customer or merchant frustration. • Create the operating playbook. Turn recurring fire drills into clear SOPs, checklists, and runbooks that make the business more reliable every week. • Support customers with care and urgency. Triage incoming support requests, resolve issues quickly, keep FAQ content up to date, and identify patterns that should become product improvements. • Help merchants keep momentum. Nudge restaurants to promote their subscriptions, track who needs follow-up, and make sure strong launches do not fade after the first cycle. • Coordinate design and launch needs. Turn merchant requests for storefront updates, packaging, and launch assets into clear briefs, then keep freelance and internal work moving. • Partner with product and engineering. Translate merchant and customer feedback into clear product requests, test operational features before they launch, and push for fixes when a one-off issue becomes a pattern. • Share the right signals. Contribute to weekly leadership reporting with delivery incidents, support volume, response times, merchant health flags, and operational learnings.

• Serve as a real-time operational resource for the PAM team — monitoring call coverage, tracking task allocation, and recommending adjustments to keep the team operating efficiently • Pull ad hoc data to answer operational questions quickly and accurately, enabling the team to make fast, informed decisions • Monitor key operational metrics and flag emerging trends, bottlenecks, or anomalies before they become problems • Scope and document data and reporting requirements in partnership with the RevOps and data teams, ensuring the right information is accessible to Provider Operations • Identify patterns and opportunities in operational data through root cause analysis and trend identification • Contribute to a Voice of the Field and continuous improvement program that surfaces operational insights across the organization • Translate data findings into clear, actionable recommendations — communicating what the data means, not just what it shows • Partner cross-functionally to build a shared analytical understanding of where the biggest improvement opportunities exist • Support strategic projects with data scoping, analysis, and measurement input as needed • Assist with SOP development and maintenance, ensuring documentation is grounded in how operations actually run • Collaborate with the broader Operations team to embed data-informed thinking into day-to-day decisions and workflows.

• Partner with the VP, People & Culture and the Board's Compensation Committee to design and implement scalable, market-competitive executive and broad-based incentive structures appropriate to a maturing organization. • Partner with Finance on the design and market-competitiveness of the equity program - including grant guidelines, benchmarking grant levels against market, and the evaluation of future equity vehicles (e.g., an ESPP). • Own compensation benchmarking and market analysis, including Radford survey submissions and the maintenance of job architecture, salary structures, and pay bands. • Run the total rewards calendar end to end - merit and bonus planning, mid-year and year-end compensation cycles, and the compensation components of the performance process. • Serve as the subject-matter expert on pay equity, compensation philosophy, and total rewards communications to managers and employees. • Lead the evolution of Encoded's HR operations and service-delivery model, including assessing and, where appropriate, transitioning HR technology, payroll, and benefits delivery to support the company's scale. • Own the HR technology roadmap and serve as system owner for the HR tech stack, with a focus on integration across HRIS, payroll, benefits, and downstream systems. • Own vendor management for key People partnerships - benefits brokers, leave-of-absence providers, HRIS and payroll vendors, and compensation survey providers - including selection, contracting, and performance management. • Oversee the annual operational compliance cycle, including 401(k) plan audit, ACA reporting, Section 125 / FSA non-discrimination testing, and EEO-1 reporting. • In partnership with Finance, build and maintain internal controls and data integrity over HR and payroll data that meet the standards of a maturing, audit-ready organization, and ensure data integrity through audit cycles. • Develop and maintain readiness for evolving compensation, governance, and disclosure requirements; coordinate the external advisors (compensation consultants, counsel) and Finance partners who support these needs.