• Running campaign QA, link testing, and launch readiness checks — ensuring nothing goes live with issues • Leading new partner integrations with Everflow and other performance platforms • Handling troubleshooting queries from clients, media partners, and MMPs, from discrepancy investigations to tracking failures • Keeping our attribution setup tight — postback URLs, S2S tracking, deep-linking, and MMP configuration • Being the technical go-to for the business teams when things don't add up

• Support a portfolio of SaaS clients; • Serve as a single point of contact to the client for all SaaS services questions, concerns, requests and issues. • Be a go-to expert on all aspects of EIS’s contractual obligations with the client; ensure that EIS meet these contractual entitlements and charge appropriately for services outside of entitlements. • Engage and partner with client, internal and external teams regarding all contracted services • Responsible for operational gatekeeping in terms of meeting contractual expectations and for ensuring delivery of services fall within the entitlement to the client. • Engage with EIS Client Partner to grow business engagement and expand SaaS services with the client • At the Operational level across clients and system integrators, perform initial client onboarding to establish and adhere to production processes including incident/problem management, change management, DevOps, ProdOps, SupportOps and provide continual operational management of those processes • Build and maintain strong relationships with client’s operational and delivery leaders and acts a primary escalation point for issues raised by the client, establish trust and consistency • Keep abreast of the state of operational performance and availability of the SaaS production system & stay alert to any issues; engage with the SaaS team and customer in a timely fashion for any critical, customer impacting issues. • Work with customers to identify and implement improvements and eliminate pain points • Collaborate with product development, Customer Application Support, and SaaS ops teams, and 3rd party support teams (SIs) to ensure adequate resources allocation and availability for application support activities to satisfy SLAs and customer production support contractual obligations • Act as the voice of the client, collaborating with key internal downstream stakeholders including Customer Application Support, engineering, client partners and finance to provide strategic support, contract changes and conduct quarterly business reviews for supporting client’s strategic roadmap and objectives • Provide governance review and reporting on all SaaS services to the client, regarding status of all production incidents, activities, progress, risks/issues, keeping all stakeholders informed upon agreed frequency • Partner with internal Engineering teams on improving production incidents handling processes with aim to improve efficiency, such as SLAs, cost reduction • Facilitate and approve all change management and deployment activities initiated by the client for the SaaS production environment including Change Advocacy Board (CAB) processes • Assist with coordinating EIS base updates as applicable and migration plans between client and internal teams • Support EIS or Partner Professional Services with coordinating EIS upgrades as applicable and migration plans between client and internal teams • Provide internal and external support planning for all SaaS operational and maintenance activities • Engage with customer on all production application/infrastructure monitoring and alerting services provided by EIS SaaS services teams • Advise and plan ongoing training opportunities to the client based on use of EIS and SaaS services • Attend customer level events and operational summits to ensure production operational topics are planned for and executed

Role Description The Service Operations Administrator supports the efficient delivery of services across client accounts by managing key administrative and operational workflows. This role is responsible for maintaining accurate records, coordinating equipment and resource changes, monitoring service platforms, and ensuring data is consistently up to date. The Service Operations Administrator supports daily business operations by managing label production and mailing workflows and processing ticket intake and setup. - Account & Site Coordination: Maintain accurate records of client sites, equipment locations, and account configurations. Update site information as changes occur throughout the account lifecycle, including moves, additions, and other service events. - Data Management: Populate and maintain required data fields during onboarding and ongoing account management. Ensure data integrity is sustained as organizational and equipment changes occur over time. - Asset & Resource Tracking: Track and manage asset ownership assignments across client accounts. Update records proactively as personnel, organizational, or equipment changes are identified. - Service Queue Monitoring: Monitor service management platforms for incoming requests, including account updates, equipment changes, and new project submissions. Triage and route items appropriately to ensure timely follow-through and clear communication. - Transactional Order Requests: Coordinate service requests - such as moves, additions, and redeployments - that occur outside of scheduled projects. Manage these reactively, ensuring accurate documentation and cross-functional alignment. - Cost Center & Billing Data Maintenance: Perform ongoing updates to cost center records as organizational changes occur within client accounts. Ensure billing-related data is accurate at all times to support reporting and invoicing processes. - Reporting & Workflow Administration: Enter and maintain data across project management and reporting tools, keeping all records current and complete. Support workflows that require parallel updates across multiple platforms to maintain team alignment and client visibility. Update dashboards and visual reports - including charts and graphs - to reflect current data across all tracked metrics. Build and maintain setup and tracking sheets in accordance with team and account requirements. - Label Management: Generate, print, quality-check, and prepare customer labels for mailing. Manage mailing workflows including batching, packaging, and shipment coordination. Qualifications - An associate degree and 2 years of experience or equivalent experience. Requirements - Strong general administrative and clerical skills in a fast-paced environment. - Experience handling high-volume document processing, label generation, and mailing workflows. - Ability to work independently with minimal supervision once trained. - Strong data entry and record-keeping skills with a high degree of accuracy. Preferred Skills - Experience with service management or ticketing platforms (e.g., ServiceNow or similar). - Proficiency with reporting and project tracking tools/software, including dashboard and data visualization features (e.g., SmartSheet or similar). Pay Range $20.30 - $30.50 hourly. The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers . Location This is a remote-eligible position; however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI.

• Has overall responsibility for the operational leadership, financial performance, and execution of a Human Capital Advisory (HCA) business segment, service line, or functional area. • Provides strategic direction and operational oversight to ensure efficient, scalable, and high-quality delivery of human capital solutions and services. • Directly accountable for business segment performance, including operational effectiveness, financial results, resource management, workforce planning, and achievement of organizational objectives. • Partners with executive leadership to develop and execute operational strategies that support long-term growth, service excellence, profitability, and business performance. • Additional responsibilities as assigned • Formulate and administer operational policies, programs, and procedures that support the effective management of the Human Capital Advisory business segment. • Develop strategic goals, operational objectives, and key performance metrics and oversee execution across assigned functional areas. • Provide leadership and direction to managers and teams responsible for service delivery, operational execution, workforce management, and client support functions. • Maintain accountability for business segment financial performance, including budgeting, forecasting, expense management, resource allocation, and profitability. • Analyze operational, financial, workforce, and performance data to identify trends, improve efficiency, optimize resources, and support business decision-making. • Drive operational excellence initiatives that improve productivity, service quality, scalability, and organizational effectiveness. • Ensure appropriate staffing models, workforce planning strategies, and organizational structures are in place to support business objectives. • Oversee through subordinate managers the accountability and stewardship of department resources and the development of systems, processes, and procedures to protect organizational assets. • Lead continuous improvement efforts by identifying operational challenges, recommending solutions, and implementing corrective actions that enhance performance and efficiency. • Establish and monitor service standards, operational controls, and performance measures to ensure consistent execution and quality outcomes. • Partner with executive leadership and business stakeholders to align operational priorities, workforce strategies, and resource requirements with organizational goals. • Ensure compliance with applicable regulatory, legal, risk management, and company policy requirements. • Monitor industry trends, business conditions, and operational best practices and recommend improvements that strengthen the business segment's competitive position.