• Own Lead, Manage, Accountability (LMA) for the Operations department, translating company strategy into department-level execution • Design, document, and continuously refine core operational processes spanning order fulfillment, quality assurance, and issue/case resolution • Manage marketplace relationships at a tactical, day-to-day level, coordinating directly with partner platforms to resolve issues and maintain healthy operations • Drive Ops performance and continuous improvement, setting scorecard measurables and holding the department accountable to throughput, accuracy, and service-level targets • Lead and develop a team across multiple functions: support associates (order & inventory readiness, fulfillment accuracy & throughput, case resolution), and analytics/team leadership (shift leadership & task allocation, volume surge coordination, inventory anomaly detection, busted order recovery & penalty mitigation, team capability development) • Coordinate cross-functionally with Revenue, Technology, and Finance to keep department execution aligned with company-wide goals

• Manage marketing campaign data file processing and execution for SYF clients, ensuring accurate targeting, suppression, and compliant outputs • Collaborate with stakeholders on customer targeting strategy and segmentation, while ensuring data privacy, consent, governance, and records retention requirements are met • Provide subject matter expertise in SYF data warehouses, segmentation reporting, suppression exclusions, and file outputs • Work with cross-functional teams to support data collection and performance measurement, escalating risks/issues as needed and contributing to analysis on priority projects • Build and execute omnichannel journeys in SFMC Journey Builder (entry sources, decision/engagement splits, waits, exits) aligned to strategy, eligibility rules, and compliance • Execute email campaigns in Email Studio (setup, content assembly, test sends, QA, deployment) adhering to brand, legal, and compliance guidelines • Manage audiences and data in SFMC using Data Extensions (create/maintain, relationships, exclusions) and segmentation using SQL Query Activities/filters/suppression rules • Develop and operate repeatable automations in Automation Studio (imports/exports, SQL automations, extracts, standardized end-to-end campaign workflows) • Support integrations and ingestion methods (SFTP, API triggers via REST/SOAP, event-based entry) and coordinate execution readiness with upstream/downstream partners • Monitor and troubleshoot sends/journeys/automations and maintain SFMC governance (subscriber/contact concepts, publication lists, send classifications, consent, suppression, retention) with audit-ready documentation • Work with cross-functional teams to facilitate the data collection and performance measurement process and escalates issues as necessary and make contributions to research and analyses on priority projects within established guidelines

• facilitating and coordinating the work of multiple project teams • identifying and working to remove barriers to successful project completion • resolving issues with Billing • maintaining and updating the company database • generating customized reports and pivot tables • creating and tracking contracts, purchase orders, submittals • communicating discrepancies in production and supporting documentation • monitoring and updating project budgets • handling correspondence with customers regarding invoice submission and approval status • closing project tasks on time, with little error

• Develop and manage programs that support sales and client management teams with resources, reporting, and coordination to drive new business, renewals, and client retention. • Track and coordinate cross-sale initiatives with other practices (e.g., Retirement, HR Consulting, Property & Casualty), including collateral organization, meeting preparation, and follow-up on outcomes. • Analyze client and portfolio data to identify vulnerable clients, recommend targeted retention actions, and monitor effectiveness, surfacing insights and recommendations for leadership. • Partner with Marketing to design and execute national campaigns, manage content calendars, and develop EB-specific messaging and materials aligned with practice strategy. • Review and interpret engagement metrics and qualitative feedback to inform future initiatives and optimize communication strategies. • Coordinate regional initiatives, visits, and events, ensuring alignment with national standards and strategic priorities and ensuring timely follow-up on action items. • Serve as a connector between national leadership and local teams, facilitating best-practice sharing and feedback loops to inform national planning. • Collect, analyze, and organize carrier performance data; prepare materials and recommendations for advisory meetings and track action items to completion. • Oversee scheduling, logistics, and resource planning for EB training programs and field development curricula. • Use Power BI and other tools to extract, organize, and report on key metrics (e.g., revenue, pipeline, retention, cross-sales).