• Own end-to-end supply and brokerage operations • Manage the operational funnel from utility account creation through broker-ready and brokered status • Validate utility account setup, historical usage acquisition, and supplier readiness • Track, explain, and systematically reduce drop-offs from account creation → eligibility → brokerage • Identify root causes of non-brokerage and partner cross-functionally to eliminate them • Produce clear, executive-ready insights on gross-to-net brokerage performance to guide automation and prioritization • Run supplier-side operations and exceptions • Monitor enrollment success rates and investigate failures • Track and resolve cancellations, including process-attributable cancels • Serve as the first line of defense for supplier data integrity issues • Partner with suppliers, Customer Ops, and Engineering to resolve systemic issues and harden workflows • Own contract synchronization health • Act as the dedicated owner of Arbor’s contract sync queue—one of our most critical operational risk areas • Monitor sync health, backlog, and SLA adherence • Investigate failures across systems and identify patterns, regressions, and upstream data issues • Drive progress toward ≥99% of active contracts synced accurately and on time • Build the ops → product → automation feedback loop • Identify recurring failure modes, manual work, and operational pain points • Quantify impact (volume, frequency, dollars, customer impact) rather than relying on anecdotes • Partner with Product and Engineering to define requirements, validate fixes, and measure post-launch impact • Design and apply AI-assisted workflows and lightweight automations to reduce cycle time and human effort • Help move work from humans → systems → automation, quarter by quarter