• Lead, coach, and develop the Support Solutions Specialist and User Engagement Specialist, creating clarity of roles, goals, and growth pathways. • Build a culture of proactive service, empathy, and accountability within the team. • Establish and monitor clear objectives and key results (OKRs) for the team — focused on adoption, user satisfaction, and service quality. • Design repeatable feedback loops to continuously surface user insights, pain points, and opportunities to improve AIP’s digital ecosystem. • Serve as Jira Product Owner and Administrator ensuring structure, workflows, automation, and governance reflect business needs and stay clean, scalable, and well-documented. • Oversee Smartsheet, Miro, and DocuSign administration through the team, providing guidance, governance, and integration opportunities. • Design and lead a structured user engagement program — regular listening sessions, surveys, office hours, and department-level partnerships. • Develop and maintain a Digital Enablement Roadmap that aligns platform investments and process improvements to business priorities.