• Assist clients with travel planning and coordination • Research destinations, accommodations, cruises, resorts, and activities • Coordinate travel arrangements based on client preferences • Communicate with established travel suppliers regarding availability and reservations • Maintain accurate client records and travel documentation • Review travel confirmations and itinerary details for accuracy

• Lead the strategic direction and day-to-day oversight of one Medical Affairs account and one Commercial account, ensuring high-quality delivery across a range of integrated medical communications initiatives. • Build and maintain trusted relationships with senior client stakeholders, acting as a strategic advisor and confidently navigating complex conversations and business challenges. • Partner with Scientific Services, Creative, Digital, and Operations teams to develop and deliver impactful solutions that align with client objectives. • Oversee financial performance across your portfolio, including forecasting, budgeting, profitability, resource planning, and identifying opportunities for organic growth. • Lead, coach, and develop Client Services team members, creating a collaborative, inclusive, and high-performing environment. • Champion operational excellence by implementing best practices, improving delivery processes, and driving continuous improvement across your teams. • Support new business opportunities by contributing to proposals, pitches, and onboarding activities while identifying opportunities to expand existing client partnerships. • Collaborate with senior leadership to support broader business initiatives, team development, and strategic planning. • Stay ahead of industry trends across Medical Affairs, Commercial, omnichannel engagement, and AI, bringing innovative thinking to clients and internal teams.

Role Description The Director, Client Provided Tool Product Ownership leads governance, performance optimization, and structured change delivery for Ford-provided platforms within Percepta operations. This role serves as the accountable product owner for all non-AI enterprise systems used within the Ford account, including CRM platforms (Salesforce, Microsoft Dynamics), customer experience tools (Medallia), and other Ford-provided operational systems. In addition to platform ownership, this role is responsible for preparing, coordinating, and ensuring successful implementation of all system changes across Percepta operations and supporting organizations, even under complex or time-constrained conditions. The role operates at peer level with the Director of AI Enablement & Adoption to ensure parity between AI and non-AI tool governance. Core Objectives - Ensure Ford-provided platforms deliver measurable operational value - Align system capabilities with Percepta workflows and CX objectives - Orchestrate disciplined, successful rollout of system changes - Minimize operational disruption during releases and upgrades - Eliminate shadow systems and workaround behaviors During a Typical Day, You’ll - Enterprise Tool Product Ownership - Serve as accountable product owner for Ford-provided systems within Percepta - Define platform performance standards and operational success metrics - Align tool capabilities with CX, revenue, and operational targets - Manage structured intake, prioritization, and enhancement governance - Partner with Ford business and technology teams on roadmap alignment and issue resolution - Change Management & Implementation Orchestration (Elevated Focus) - Lead structured preparation and coordination for all system changes affecting Percepta operations - Develop comprehensive change readiness plans including communication, training, risk mitigation, and contingency planning - Coordinate across Operations, Training, IT, WFM, and Client Success teams to ensure execution alignment - Anticipate operational friction points and proactively mitigate risk - Ensure readiness even under compressed timelines or less-than-ideal implementation conditions - Monitor post-release adoption, stabilization, and performance impact - Cross-Organizational Alignment - Support coordination with other organizations leveraging the same Ford systems - Ensure alignment of release timing, configuration standards, and operational expectations - Represent Percepta interests in multi-organization system forums - Prevent conflicting configurations or uncoordinated rollouts - Performance & Value Realization - Establish measurable KPIs tied to tool effectiveness and workflow alignment - Quantify impact of system enhancements on productivity, CX, and quality - Identify inefficiencies introduced by tooling and drive corrective redesign - Reduce operational friction caused by poorly aligned system processes - Governance, Risk & Control - Maintain documentation, configuration oversight, and change logs - Ensure compliance with Ford data governance and security requirements - Escalate systemic risks with structured business cases - Drive disciplined release management processes Qualifications - Bachelor’s Degree or equivalent experience. - 10+ years in enterprise operations, product ownership, digital transformation, or system governance roles - Demonstrated experience leading large-scale system change implementations - Experience with Salesforce, Dynamics, Medallia, or comparable enterprise platforms - Experience in complex, matrixed enterprise or BPO environments - Automotive or OEM experience (Preferred) - Product Owner certification (CSPO or equivalent) (Preferred) - Experienced managing vendors or client-provided technology stacks (Preferred) - Strong change management and release coordination expertise - Executive presence with ability to influence both client and internal leadership Benefits - Health/Dental/Vision/Life Insurance - Flexible Spending Account (FSA) and Health Savings Account (HSA) - 401(k) - Vacation/Sick Time and Paid Holidays - Tuition Reimbursement - Employee Assistance Program - Employee Discount Program - Training and Development Programs (Percepta College) - Employee Rewards Program (Perci Perks) Success Metrics (First 6–12 Months) - Formalized change governance and release coordination framework implemented - Reduced operational disruption during system rollouts - Increased adoption and workflow alignment post-release - Measurable performance improvements tied to system optimization - Positive Ford and Percepta stakeholder feedback regarding implementation effectiveness

• Take full accountability for the value proposition, offer creation and program delivery of our Portfolio Management Services, ensuring exceptional client satisfaction and measurable impact outcomes. • Drive program execution on time and budget, managing complex global procurement processes and multi-stakeholder relationships with precision and transparency. • Lead our Enterprise key account management team with accountability for client NPS. • Identify and pursue upsell opportunities, expanding the scope of client engagements through additional services and portfolio diversification. • Develop existing partnerships to complement the goodcarbon offer and identify new partnership opportunities. • Execute program in alignment with partners. • Manage the PMO. • Maintain deep market intelligence on voluntary carbon markets, Nature-based Solutions, and evolving standards to inform portfolio strategy and strengthen goodcarbon’s leadership position. • Partner with internal teams (Sales, Category Management and Sourcing) to align offerings, ensure data integrity, and deliver best-in-class solutions across the carbon value chain.