Liveops, Inc.

• Collaborate in executing agent certifications for your assigned program(s) • Coordinate learning activities and resources while ensuring established best practices • Develop and deliver content based on accepted learning principles • Analyze class results and previous trends to adjust delivery activities • Work closely with ART leadership and cross-functional partners • Mentor new members of the team including contract facilitators • Deliver certification content in an engaging manner

• Lead a team of 5 District Leaders and approximately 100 patient‑support specialists, ensuring high‑quality engagement across the 18‑month patient lifecycle. • Develop future leaders by coaching, observing, and building capabilities in performance management, leadership behaviors, communication, and operational excellence. • Drive performance outcomes across all key metrics, including patient engagement, outreach cadence, case progression, quality, and overall patient satisfaction. • Use data and insights to identify trends, risks, capacity challenges, and opportunities to improve the patient journey. • Partner with Workforce Management, Data and Analytics, and Client Results leadership to ensure alignment on capacity, performance, and cohort‑based caseload dynamics. • Present program insights and performance to clients during monthly meetings and QBRs, including strategic recommendations to enhance patient experience and client ROI. • Ensure District Leaders maintain strong performance routines, including touchpoints, side‑by‑sides, coaching documentation, and quality assurance. • Support continuous improvement, leveraging feedback, analytics, and process optimization to remove friction in the patient journey. • Ensure compliance with client and regulatory guidelines, maintaining high standards of accuracy, professionalism, and patient privacy. • Build a culture of accountability, support, and trust, ensuring that specialists feel informed, supported, and aligned with program goals. • Collaborate cross‑functionally to ensure seamless service delivery and proactive risk mitigation. • Represent Liveops professionally in all client interactions and internal leadership meetings.

• Serve as the single owner of all data strategy, analytics execution, predictive modeling, and contact-center systems operations for Liveops’ largest client program. • Lead a multi-disciplinary team of analysts, data scientists, and systems engineers to deliver insights, optimize Five9 and Virtual Observer environments, streamline operational workflows, and elevate the overall patient experience. • Leverage strategic and operational expertise to deliver friction-free patient journeys, increase throughput and speed-to-delivery, develop or guide predictive analytics, and drive measurable improvements in both cost efficiency and patient satisfaction. • Shape data-driven strategies, implement best-in-class SOPs, and engage directly with client contacts to present findings and influence business performance.

• Host and coordinate regular cross-functional program meetings that bring together internal stakeholders for each client. • Maintain a shared KPI trends document for each program that tracks performance, identifies themes, and highlights opportunity areas. • Surface actionable insights from program data and stakeholder feedback to inform improvements across learning programs. • Partner closely with Instructional Designers, Facilitators, and Developers to ensure program data and field insights translate into meaningful enhancements. • Support the Manager of Learning Excellence & LaaS Operations in establishing and maintaining operational frameworks for meetings, documentation, workflows, and process governance. • Monitor follow-ups, commitments, and in-progress items from cross-functional meetings and ensure timely resolution. • Contribute to continuous improvement initiatives that streamline Learning operations and enhance the overall learner experience. • Support the development and documentation of processes and procedures related to Learning Excellence, Program Governance, and LaaS operational workflows. • Assist with readiness, communication, alignment, and stakeholder coordination for new initiatives or program adjustments. • Represent the Learning Team professionally and consistently in all interactions with internal partners. • Participate in special projects or initiatives as assigned.

• Assume a leadership role of strategic significance • Provide direction and oversight for the day-to-day operations of key accounts • Lead cross-functional efforts, devising and implementing performance strategies to enhance execution and maximize results • Influence key performance indicators (KPIs), customer care, quality assurance, and workforce planning • Act as the primary escalation point of contact for client interactions • Cultivate and strengthen relationships at all levels • Coordinate high-level analytical, strategic, and technical resources to exceed client expectations • Drive business innovation to achieve heightened performance and adoption

• Own the full client lifecycle post-sale, including retention, upsell, and expansion • Build, maintain, and grow trusted relationships with senior client stakeholders, including the C-suite • Serve as the strategic advisor across business units and functions—connecting client needs to the breadth of Liveops solutions • Collaborate with internal teams to drive successful delivery, performance, and innovation • Lead strategic account planning, QBRs, renewal strategy, and pipeline forecasting • Identify whitespace and growth opportunities within your account base • Act as a voice of the client internally, bringing market insights and account feedback into the product and innovation roadmap

• Responsible for operational performance for the Specialist Program • Contribute to strategic and tactical development of patient ambassador support initiatives for the client • Develop, initiate and pull-through marketing strategies and enhance execution to maximize ROI • Drive performance and expand the global patient base • Lead cross-functional teams indirectly while ensuring adherence to all relevant guidelines • Manage a diverse workload, multiple demands, and competing priorities within the business environment

• Lead multi horizon forecasting, scenario modeling, capacity planning, scheduling, workflow optimization, KPI validation, and risk mitigation for a complex, high volume patient engagement program. • Support three operational lanes: Inbound & Outbound Calls, Case Management, and Long term caseload capacity planning. • Partner closely with internal stakeholders and client contacts to ensure operational readiness, alignment on forecasting assumptions, and data driven decision making that improves performance and patient outcomes. • Ensure the right number of specialists, with the right skills, at the right time for both real-time needs and long horizon caseload demands.

• Own the strategy, roadmap, and delivery across Service Cloud and Salesforce Digital Experience site • Drive Product Strategy and evolve the Salesforce roadmap based on business priorities • Collaborate closely with stakeholders to understand goals and manage the product backlog • Maximize the value of Service Cloud to improve support operations and enhance user experience

• Oversee day-to-day agent and independent contractor operations, ensuring alignment with company standards and client expectations. • Serve as the primary escalation point for local operational issues. • Maintain a professional workspace presence to host client visits and represent the company locally. • Partner with recruitment teams to support hiring efforts of in-country support and ensure smooth vetting and onboarding processes. • Coordinate with legal and HR teams to manage documentation and audits.