• Manage daily production schedules, workflow, and staffing to ensure deadlines and quality standards are met. • Implement and enforce standard operating procedures (SOPs) across all operational areas. • Monitor equipment usage, maintenance, and repair schedules. • Supervise and mentor foremen, supervisors, and production staff. • Conduct performance evaluations, training, and development programs. • Promote a culture of accountability, teamwork, and continuous improvement. • Ensure products meet customer specifications and industry standards. • Oversee safety programs, compliance with OSHA regulations, and risk management practices. • Conduct regular audits to identify and resolve process inefficiencies. • Track production costs, labor hours, and material usage to maintain budget targets. • Partner with procurement to ensure timely and cost-effective material sourcing. • Prepare operational reports for senior management, including KPIs and productivity metrics. • Collaborate with project managers, engineers, and sales teams to align production with client requirements. • Monitor project timelines and adjust operations to ensure on-time delivery. • Support customer service and client satisfaction through operational excellence.

• Serve as the escalation point for complex issues handed up from frontline support, owning them from investigation through resolution • Write and run SQL queries to investigate transaction discrepancies, refund and payment issues, reconciliation gaps, and other data-related problems • Use Claude and other AI tools to investigate issues, analyze logs, draft queries, and accelerate root-cause analysis • Trace issues across payment and support systems (e.g., card processors, ledgers, help-desk platforms) to identify where and why something went wrong • Reproduce, diagnose, and document root causes, then either resolve the issue directly or clearly hand off a well-scoped bug report to Engineering • Write clear, concise documentation, runbooks, and internal knowledge-base articles so recurring issues can be resolved faster • Partner closely with Engineering, Product, and Operations to escalate patterns, file detailed tickets, and follow issues through to a fix • Act as an advocate for both customers and frontline agents, surfacing trends and recommending improvements to our products, tooling, and processes

• Serve as the escalation point for complex issues handed up from frontline support, owning them from investigation through resolution • Write and run SQL queries to investigate transaction discrepancies, refund and payment issues, reconciliation gaps, and other data-related problems • Use Claude and other AI tools to investigate issues, analyze logs, draft queries, and accelerate root-cause analysis • Trace issues across payment and support systems (e.g., card processors, ledgers, help-desk platforms) to identify where and why something went wrong • Reproduce, diagnose, and document root causes, then either resolve the issue directly or clearly hand off a well-scoped bug report to Engineering • Write clear, concise documentation, runbooks, and internal knowledge-base articles so recurring issues can be resolved faster • Partner closely with Engineering, Product, and Operations to escalate patterns, file detailed tickets, and follow issues through to a fix • Act as an advocate for both customers and frontline agents, surfacing trends and recommending improvements to our products, tooling, and processes

• Serve as the escalation point for complex issues handed up from frontline support, owning them from investigation through resolution • Write and run SQL queries to investigate transaction discrepancies, refund and payment issues, reconciliation gaps, and other data-related problems • Use Claude and other AI tools to investigate issues, analyze logs, draft queries, and accelerate root-cause analysis • Trace issues across payment and support systems (e.g., card processors, ledgers, help-desk platforms) to identify where and why something went wrong • Reproduce, diagnose, and document root causes, then either resolve the issue directly or clearly hand off a well-scoped bug report to Engineering • Write clear, concise documentation, runbooks, and internal knowledge-base articles so recurring issues can be resolved faster • Partner closely with Engineering, Product, and Operations to escalate patterns, file detailed tickets, and follow issues through to a fix • Act as an advocate for both customers and frontline agents, surfacing trends and recommending improvements to our products, tooling, and processes