• Analyze, document, and evaluate existing business processes • Collaborate with teams to gather requirements and define process improvement initiatives • Design and maintain metrics and dashboards • Support automation initiatives utilizing various technology solutions

• Build and maintain the customer health scoring model, ensuring it reflects risk, engagement, and satisfaction signals across the customer lifecycle. • Develop and own data models for product usage and adoption, giving CS, Support, and leadership clear visibility into how customers engage with the platform. • Conduct ad-hoc, deep-dive data analysis for CS leadership, Sales, and Product, translating findings into clear, actionable recommendations. • Build and maintain product configuration metrics that surface how customers have deployed the platform relative to best practice. • Identify and model upsell, cross-sell, and expansion addressable market opportunities within the existing customer base. • Partner cross-functionally with CS Operations, Sales, Product, and Data teams to keep analytics infrastructure and definitions consistent and trusted. • Present insights and recommendations to CS leadership in a clear, decision-ready format.

• Support our work turning publishing data into insight • Assist with building and maintaining reports and dashboards used across the company • Help analyze sales, marketing, and title performance data to support business decisions • Support data cleaning, organization, and documentation efforts • Contribute to special projects and ad hoc analysis as priorities come up throughout the fall • Collaborate with team members across departments to understand data needs and deliver useful, accurate answers • Provide general administrative support as needed

• Gather, organize, and document program, operational, and business requirements from stakeholders across the ecosystem. • Develop and maintain SOPs, workflows, process maps, onboarding materials, and PMO templates. • Standardize documentation practices across multiple entities and project teams. • Support requirements intake and change management processes throughout the program lifecycle. • Validate data inputs before information is distributed to program leadership. • Ensure consistency and accuracy across dashboards, reports, metrics, and status updates. • Maintain data dictionaries and reporting standards to ensure common definitions across all stakeholders. • Perform data quality reviews and identify gaps, inconsistencies, or reporting risks. • Support Program Managers and Project Managers with reporting, documentation, meeting preparation, and analysis. • Assist with onboarding new projects, entities, vendors, and workstreams into established PMO processes. • Coordinate information flow between engineering, design, infrastructure, construction, and program teams. • Maintain centralized repositories for program documentation and reporting. • Identify process inefficiencies, reporting challenges, and documentation gaps. • Recommend solutions that improve consistency, efficiency, and program visibility. • Support continuous improvement initiatives across the PMO organization. • Develop scalable frameworks that improve delivery across a growing ecosystem. • Work cross-functionally with engineering, design, project delivery, and leadership teams. • Facilitate information gathering and ensure alignment between stakeholders. • Translate complex information into formats that are easily understood by multiple audiences.