• Initiates and oversees operations for the Law Enforcement Training Center (LETC). Identifies opportunities for trainings through State Directors, relevant conferences, and direct contact with law enforcement agencies. Aligns trainings as needed with the legislative efforts of the policy team. Submits proposals and books trainings; • Acts as the technical and primary lead in all aspects of LETC logistics. Serves as primary contact for hosts, attendees, and trainers, budgets for each class, manages and disseminates materials/inventory, ensures continuing education credits are secured, and oversees outreach to relevant agencies in the region of each established training; • Offers guidance and support to State Directors and program managers for incorporating LETC into policy strategy; • Collaborate with Specialist to ensure that all administrative duties for the program are completed; • Manages living database that tracks LETC schedule, attendees, feedback and policy engagement; • Builds and maintains relationships with LETC hosts and attendees to expand Humane World’s network.

• Writes, builds, edits, tests, reviews, and sends emails and automations to help meet the organization’s fundraising, advocacy and brand awareness goals while strengthening relationships with our supporters; • Assists with development and execution of the email marketing fundraising strategy (defining, creating, testing, and measuring) to meet goals and improve the organization’s emails; • Provides day to day guidance and strategy to Email Marketing Specialists; • Researches and stays current on assigned campaign activities to maintain a robust and consistent email program that supports the mission of the organization; • Updates and maintains standard operating procedures for the team, to include but not limited to production manuals and templates; • Train new and existing team members on processes and technology; • Stay up to date on new technologies, online communications systems and digital strategies; • Performs other duties and responsibilities, as assigned.

• Design, launch, and continuously improve digital customer success programs across the customer lifecycle, including onboarding, adoption, customer education, AI feature adoption, customer maturity progression, renewal readiness, and customer advocacy. • Own the digital experience for tech-touch and scaled customer segments while enabling high-touch Customer Success Managers with automated engagement programs, customer intelligence, and repeatable playbooks. • Build scalable lifecycle campaigns that proactively guide customers toward key milestones using automation, segmentation, customer behavior, product telemetry, and lifecycle analytics. • Own Customer Success digital reporting by developing scalable dashboards and reporting views for customer health, onboarding, adoption, product usage, engagement, renewals, expansion, and program effectiveness. • Partner with Revenue Operations and Business Systems to improve data quality, reporting automation, and accessibility of customer insights across the Customer Success organization. • Identify customer trends, risks, friction points, and growth opportunities through data analysis and translate insights into actionable recommendations for CS leadership and cross-functional partners. • Partner with Product, Product Marketing, and Customer Success to accelerate adoption of Doppel’s AI capabilities through targeted customer education, campaigns, usage analysis, and best-practice programs. • Measure AI adoption and customer maturity through clear success metrics; identify barriers to adoption and recommend improvements to product experience, enablement, and customer engagement. • Map, document, and continuously optimize the end-to-end digital customer journey using customer feedback, behavioral data, lifecycle analytics, and operational insights. • Collaborate with Marketing and Enablement to create targeted email campaigns, learning content, webinars, in-product guidance, best-practice resources, and customer communications aligned to lifecycle stage and success milestones. • Partner with Customer Success leadership to define and optimize customer health scoring, customer maturity frameworks, lifecycle processes, and standardized playbooks. • Identify opportunities to automate repetitive Customer Success workflows using AI, digital tools, and scalable operational processes. • Track and report on key metrics including time-to-value, onboarding completion, product adoption, AI feature adoption, customer health, product usage and engagement, NPS/CSAT, renewal readiness, expansion influence, and digital program ROI. • Conduct segmentation analysis and A/B testing to continuously improve digital customer engagement and program performance. • Partner with Product and Engineering to advocate for customer needs and improve in-product guidance, self-service experiences, and customer adoption paths. • Work with Sales and Account Management to align digital customer success programs with broader business initiatives, renewal planning, and growth opportunities.

• Serve as the primary COR interface; provide regular status updates and lead monthly/quarterly program reviews • Own the Contractor Project Management Plan (CPMP), staff roster, and all program deliverables per the Performance Work Statement schedule • Direct functional leads across platform maintenance, monitoring, DevSecOps, and security disciplines • Manage subcontractor performance and ensure integrated team delivery against all SLA commitments • Lead SAFe PI planning cycles, sprint ceremonies, and TASPL governance cadence per VA VIP Guide 4.0 • Oversee transition execution and enforce gate-based readiness checkpoints for all Key Personnel • Manage escalation paths and incident command for priority incidents within contractual SLA windows • Report monthly on SLA performance, cost actuals, and risk posture