• Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager your team can rely on for clear direction, honest feedback, and real development. • Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar. • Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in. • Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them — whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion. • Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional. • Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team — reducing the volume of issues the team has to field in the first place. • Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.