• Responsible for analyzing, defining, planning, and managing complex Medimpact products and services • Working in close partnership with functional business leadership and IT • Contributes to the development of the business strategy • Translates business strategy into product strategies, product roadmaps, product requirements and specifications • Defines and manages metrics to effectively measure the success of product and service deliverables • Actively researches and stays abreast of trends in the marketplace • Ensures business requirements are appropriately translated into customer deliverables • Owns prioritization of product backlog for assigned products • Champions the rapid adoption of new application features

• Responsible for the overall customer service support for an assigned territory. • Ensuring customer satisfaction through proper planning and implementation of a support plan which includes resources to achieve company objectives. • This includes acceptance of vehicles, warranty review, retrofit completion and ensuring company policies are closely adhered to. • Maintain employee compliance with field service and customer processes to ensure a safe working environment within territory. • Understand and utilize New Flyer Core values as a guideline for conducting all New Flyer business within and external to New Flyer. • Assist customers in accepting new bus deliveries within 15 days of arrival onsite by repairing defects, expediting parts, and general liaison with the customer’s management team. • During the production and acceptance process, work closely with CPM/Production/Quality to ensure NF Team calibration and appropriate feedback, as well as provide updates in the formal AWIP call each week. • Will lead a cross functional service technician team as required to support vehicle from delivery through the life of the bus. • Ensure new customer orders are properly launched with focus on customer introductions, processes, metrics, and relationship. • Work closely with Regional Director to adjust field plans while keeping customer current workload and future bids into account. • Schedule and maintain meeting architecture with customer to ensure all issues are addressed in a timely manner. • Write and submit detailed contact reports to document interactions with customer. • Manage work queues in Oracle OSVC and OSFC to achieve operational goals, including retrofits and customer warranty claim processing. • Resolve customer concerns quickly with reasonable and cost-effective solutions for both customer and New Flyer. • Participate in new bids submissions with Customer Care Bids Team to ensure the right items are priced vs deviated, etc. • Maintain relationship with bus and parts sales teams to ensure clarity of customer concerns, relationship, and challenges. • Work closely with Regional Director(s) to ensure appropriate workload level and process improvements. • Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting. • Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & safety programs. • Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting. • Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & safety programs. • Other duties as assigned.

• Executing on the go-to-market of digital integrations with an Open API platform • Collaborating with Fintechs, Financial institutions, prospects and key internal stakeholders • Maintaining enterprise banking services, frameworks and interfaces including API design • Translates Open API product features into user stories for development • Conducting market/industry research • Collaborating with Product Marketing, Product Development & Implementations, Operations • Monitor and analyze key performance indicators

• Reduce Operational Complexity: Give team members simpler, more reliable workflows to unlock team capacity the business can redeploy to growth. • Own Onboarding, Activation & Enrollment Management: Deliver effective, efficient, and reliable workflows for how customers get onboarded, activated, and enrolled in Second Nature's products. • Enable Every Domain, Not Just Your Own: Provide the platform stability, maturity, and UX foundation that lets other product domains build and iterate on their own workflow needs without Command Center becoming a bottleneck. • Drive Digital Transformation: Move the business off legacy, manual-heavy processes and onto a technology-enabled operating model at scale. • Push the Boundaries of How We Build: Bring modern PDLC practices and AI-assisted development into how Command Center ships, so the team delivers more impact, faster.