• Act as internal subject matter expert for assigned product area(s) within Operations and provide specialized operational support to assigned R&D vertical(s)• Ensure successful product launch and customer adoption by establishing and executing upon criteria for launch readiness ahead of time for both internal teams and external partners• Regularly support and complete customer-facing enablement documentation and data request utilizing SQL on Snowflake data platform• Create continuous feedback loops with R&D teams to ensure that continuous improvements are made based on customer feedback and/or data analyses• Participated as a speaker on panel for Checkr Forward 2021, speaking on behalf of product vertical that I supported• Developed format and data models used for Assess Insights product, delivering quarterly reports for customer review and upsell purposes• Led discovery and design efforts for Adverse Action communication template tooling• Partnered in discovery, design, development, and delivery of customer-facing Fair Chance Hiring Report used to guide customers to make impactful fair chance hiring decisions

• Operate as subject matter expert in the product areas of Driver Onboarding, Compliance, & Driver Engagement• Assist Product and Engineering teams to identify, prioritize, ideate, & drive impactful projects by leveraging user feedback analyses• Successfully drove more than 40% decrease on support contacts in assigned area through impact analyses presented to product/engineering teams leading to a nearly $6m projected yearly savings in support cost • Maintain cross-functional relationships (with teams such as UX Research, Product Design, Product Marketing, etc.) by driving outcomes that contribute to the overarching business goals• Utilize SQL to query, build, manage, and monitor dashboards/reports to ensure that A/B test results for product feature launches are driving expected outcomes prior to full launches• Assess risks from upcoming product launches, changes, or bugs by measuring the impact and frequency of specific incoming user experience issues and providing suggested solutions• Regularly track, monitor, & share progress of ongoing projects through Jira• Continuously improve processes, communications, and workflows between all internal stakeholders and Customer Support teams

• Manage ongoing cross-functional projects, relationships, and alignment between Member Experience, Product Management, Marketing and Engineering teams• Oversee development and completion of projects and assess risk through bug prioritization and impact on member experience• Develop and incorporate management processes and workflows to establish efficient and clear flow of communication• Monitor and analyze member reports for feedback and issue trends and generate insights to relevant stakeholders• Drive impactful product changes or developments to better member experience through member insights and data