• Contact customers requesting to cancel their scheduled auto glass service • Identify the true reason behind each cancellation request • Make every reasonable effort to retain and save the customer's order • Handle objections professionally while providing appropriate solutions • Build customer confidence by explaining available service options, scheduling alternatives, and next steps • Collaborate with Dispatch, Customer Service, and other departments to resolve customer concerns • Follow up with customers when additional information or action is required • Accurately document customer conversations, cancellation reasons, retention attempts, and outcomes within the CRM • Identify recurring cancellation trends and communicate findings to management • Deliver a positive customer experience even when an order cannot be retained • Meet individual and team KPIs related to customer retention, saved orders, follow-up, and service quality • Follow WindshieldHUB policies while exercising sound judgment to resolve customer concerns • Take full ownership of assigned cases from initial contact through final resolution

• You will own product execution across the patient experience: how patients discover, enroll, convert, and stay in care. • Own the instrumentation, analysis, and iteration loop that turns our first patient cohorts into durable, compounding growth. • Define the metrics tree (visit to intake to conversion to first fill to refill), ensure every step is measurable before day one. • Launch readiness across the patient-facing experience: intake, identity verification, checkout, onboarding, and first-fill journey. • Prioritize the inevitable post-launch fix list against the next release roadmap with clear, communicated tradeoffs. • Cohort and funnel analysis that drives weekly prioritization; frame the tradeoffs, propose the call, and drive the decision with the CTO. • Voice of the patient: synthesize support tickets, session data, and patient feedback into roadmap inputs.

• You'll take primary ownership of three core pillars of our Q3 retention roadmap: • Onboarding: Finalizing and scaling onboarding initiatives that shape the first 30-60 days of the subscriber journey, including personalized content, dosing and usage education, and flexible product/plan options that reduce early churn. • Retention: Building and improving the programs that keep subscribers engaged and reduce churn from month 2 onward, including loyalty and rewards, cross-selling, plan upgrades, dunning flows, and cancel flow optimization. • Conversion: Nurture our CRM leads into new subscribers, working cross-functionally with growth teams. Manage our email agency to brief, optimize and send campaigns and flows, in order to drive new subscribers from leads. • Run the roadmap: Take initiatives from 0 to 1: scope the problem, build the plan, get buy-in from stakeholders, and drive execution without needing to be told the next step. • Brief and build: Write comms briefs and build/execute lifecycle campaigns yourself in Klaviyo (email and SMS), from founder notes to win-back sequences to onboarding flows. • Analyze: Dig into subscriber, cohort, and churn data to find the story behind the numbers, size opportunities, and validate what's actually working. • Leverage AI: Use AI tools to move faster across research, analysis, drafting, and QA, and bring that speed to the rest of the team. • Test rigorously: Design and read A/B tests correctly, and turn results into clear recommendations and next steps. • Project manage: Navigate a fast-moving startup org, get the right people aligned, and keep initiatives moving even when priorities shift. • Own outcomes: Track the metrics that matter (repurchase rate, churn, LTV, recovery rate) and report clearly on progress and impact.

Role Description Supports enterprise batch scheduling and production operations across multiple platforms, ensuring reliable execution, monitoring, and resolution of scheduling issues in a 24x7 environment. Responsible for maintaining Control-M schedules, coordinating production support activities, and ensuring operational compliance, system availability, and timely issue resolution. This position requires rotating 24X7, 365 on-call support. - Oversight and maintenance of the Master Schedule in Control-M, which houses all jobs to run in batch mode on multiple platforms, while maintaining balance based on priorities, available resources and cross-platform dependencies and development of schedule for all workloads. - Schedule impact analysis as well as suggestion and provision of alternative scheduling scenarios. - Coordinate all aspects of scheduled maintenance efforts by meeting the objectives of production functional requirements, as well as the requirements produced by system hardware/software maintenance personnel. - Implementation and delivery of efficient and accurate operational processes, within adherence to corporate and sector policies, initiatives, and directives. - Analysis, monitoring, and resolution of job schedule anomalies. - Maintenance of scheduling and control procedures, processes and conventions, including preparation and maintenance of all auditable documentation as well as updating changes as they occur and assuring compliance. - Maintenance of the Production On-Call and Documentation system. - Supports processing of ad-hoc jobs and tasks for recovery, holidays, and other special processing. - Experience with Scheduling and monitoring tools such as Control-M, Tivoli and Network Manager or equivalent. - Ability to work with systems that process on multiple platforms, for example UNIX and Windows. - Knowledge of networking and distributed computing concepts. - Scripting tools and program languages, such as UNIX scripting, Perl, Visual Basic a plus. - Familiarity with a ticketing system (i.e., SMAX, HPSM). - Good verbal and written communications required for gathering/supplying details about job failures from/to analysts and communicating with management and team leads. Qualifications - Bachelor's Degree and 2 years of experience. - Master's Degree and 0 years of experience. - 4 years of related exempt experience can be substituted for Bachelor's degree. - 8 years of non-related exempt experience can be substituted for Bachelor's degree. Company Description PROLIM is a leading provider of PLM, IoT and Digital transformation solutions to Global Fortune 1000 companies. With 9 global offices in US, India, and Australia, PROLIM has won 30+ awards and proudly serving over 1200+ customers to innovate and improve their profitability and efficiency. PROLIM was founded in 2005 and is headquartered in Farmington Hills, USA. With the global footprint and expertise in latest technologies, PROLIM can partner with you to speed up your Digital Transformation journey.