Monitor and manage live production workflows using multiple systems and dashboards, make real-time capacity decisions, escalate and communicate incidents, analyze performance trends, create recovery plans and documentation, and train/mentor operations staff to improve processes and service delivery.

Provide proactive administrative support to senior leaders by managing complex calendars, coordinating meetings and events, handling travel and financial admin (POs/expenses), supporting interview scheduling, maintaining communications and distribution lists, and delivering cross-functional ad hoc support with confidentiality and professionalism.

Serve as the primary Zendesk subject-matter expert for Professional Services: configure and optimize Zendesk workflows, gather and translate business requirements, support integrations and governance, and enable stakeholders through documentation, testing, and change management.