Role Description The Project Manager II is responsible for leading complex, cross-departmental projects and continuous improvement initiatives that span multiple functional areas across the firm. This role partners closely with executive sponsors, senior leaders, functional managers, process engineers, and subject matter experts to deliver outcomes aligned with enterprise priorities. The Project Manager II plays a critical role in identifying interdependencies, surfacing risks and connections that may otherwise be missed, and ensuring alignment across teams. Success in this role requires a balance of rigorous project management discipline, strong business acumen, and high emotional intelligence. Your Key Contributions - Enterprise Project Leadership - Lead full lifecycle project execution using project methodologies, such as Waterfall, Agile, Hybrid, or DMAIC. - Manage complex, cross-functional projects with multiple departments, priorities, and dependencies. - Ensure projects are delivered on time, within scope, and with clear operational outcomes. - Proactively identify cross-project and cross-departmental dependencies, risks, and constraints, and elevate them for alignment and resolution. - Apply systems thinking to understand how work in one area impacts others across the organization. - Stakeholder Partnership & Alignment - Partner with sponsors and senior leaders to define scope, success metrics, and decision frameworks. - Serve as a trusted thought partner to leaders by bringing structure, insight, and recommendations, not just status updates. - Identify, engage, and manage diverse stakeholder groups, ensuring alignment across teams with differing priorities. - Confidently facilitate conversations with senior leaders, balancing strategic context with execution realities. - Communication, Facilitation & Connection - Facilitate effective project meetings, working sessions, and decision forums that drive clarity and action. - Translate complex information into clear documentation, timelines, and updates tailored to the audience. - Actively communicate gaps between teams, ensuring shared understanding and reducing friction. - Maintain clear, consistent communication regarding project status, risks, decisions needed, and next steps. - Planning, Risk & Execution Discipline - Develop and maintain integrated project plans, timelines, RAID logs, and dependency tracking. - Proactively identify risks and mitigation strategies across all project phases. - Maintain project dashboards and tools to provide transparency and leadership visibility. - Ensure smooth handoff to business and operations teams by documenting processes, decisions, and ownership. - Continuous Improvement - Document current-state and future-state workflows through process mapping, observation, and collaboration. - Capture lessons learned and contribute to EPMO standards, templates, and best practices. - Support continuous improvement initiatives that improve efficiency, quality, and cross-team execution. Qualifications - Bachelor’s degree in Project Management, Business Administration, Operations, Engineering, or a related field (or equivalent experience). - 5+ years of demonstrated project management experience, including complex, cross-departmental initiatives. - Strong working knowledge of project management methodologies (Waterfall, Agile, Hybrid, DMAIC). - Project Management certification strongly preferred. - Lean or continuous improvement experience is preferred. Work Schedule - Monday through Friday, 8:00 AM – 5:00 PM Eastern Time. Equipment Requirements - For PC Users: - A modern processor (Intel Core i5 or AMD Ryzen 5 from the last few years). - Windows 11 (kept up to date). - For Mac Users: - A modern processor (Apple M1 chip or a recent Intel Core i5). - A recent macOS (Ventura or newer). - For Everyone: - At least 8 GB of memory (RAM) to run applications smoothly. - A fast hard drive with sufficient available storage. Benefits - Paid Time Off (PTO) – including vacation, sick leave, and personal days, consistent with the local country’s requirements. - Paid Holidays – country‑specific public holidays. - Locally aligned health benefits – such as medical, dental, vision, disability, and other required national benefits aligned to local laws and norms. - Local payroll in native currency – with all taxes, social contributions, and statutory benefits automatically calculated and handled. - Retirement or pension contributions – based on each country’s legal and cultural standards. - Employee support and compliance protection – including access to local HR experts for questions about laws, culture, or benefits.

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings. • For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work • Drive performance at the ambassador, team, and service level • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way • Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings • Share input and recommendations about service target setting. • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director • Build and nurture an engaged and diverse team • Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team. • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company • Support strategic initiatives within Delivery and your service as needed • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community.

• Provide remote diagnostic assistance and technical support for vehicles through connected vehicle platforms, telematics systems, and diagnostic tools • Monitor and analyze vehicle health data • Perform remote fault diagnosis of IC engine vehicles & Electric vehicles • Analyze recurring field issues and report findings • Develop and maintain troubleshooting guides

• Lead Tithely's website design and conversion rate optimization (CRO) efforts. • Own the strategy and execution of Tithely's CRO program across the marketing website and signup funnels. • Develop and prioritize a roadmap of experiments using analytics, customer research, heatmaps, and session recordings. • Design, build, and analyze A/B tests using VWO. • Define experiment success metrics, evaluate statistical significance, and document learnings. • Continuously improve website conversion, free trial activation, and free-to-paid conversion. • Design responsive landing pages and other web experiences that balance visual excellence with measurable business outcomes. • Build and maintain scalable design systems in Figma. • Own website conversion performance and report progress. • Implement and validate tracking using Google Analytics 4 and GTM. • Analyze user behavior to identify optimization opportunities. • Collaborate with cross-functional teams to deliver high-performing web experiences.