Onward

• Lead end-to-end implementation of new customer programs, from contract close through go-live. • Develop and manage detailed project plans, timelines, and deliverables across internal and external stakeholders. • Document customer specific variations and operations dependencies. • Coordinate cross-functional teams (Operations, Product, Engineering, Partnerships) to ensure readiness for launch, including identifying task ownership, communication plans, escalation paths, reporting requirements, operational processes and any additional required investment (product, OPS) to support the new partnership. • Serve as the primary point of contact during implementation, ensuring clear communication and accountability. • Identify and mitigate risks, proactively resolving issues that could impact launch timelines or success. • Ensure all operational, technical, and compliance requirements (e.g., ADA, FTA where applicable) are met prior to go-live. • Translate customer requirements into clear operational workflows and platform configurations using Onward’s templated Standard Operating procedures. • Develop and execute onboarding and training for customer teams and partners. • Ensure a smooth transition from implementation to live operations with minimal disruption. • Own post-launch stabilizations process through defined success milestones, including monitoring initial program performance, identifying operational gaps, and implementing improvements. • Lead cross-functional stabilization reviews and issue resolution, including tracking launch health, operational burden, customer feedback, and adoption metrics.

• Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email • Support riders whose primary language is Spanish or English • Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency • Step in when automation needs a human touch - partnering seamlessly with AI support agents • Coordinate trip details with drivers and partners to ensure on-time, accurate service • Support riders with common needs: lost items, updated instructions, ETAs, cancellations, or delays • Keep support tickets up to date in Zendesk with clear, thoughtful communication • Flag recurring issues and edge cases, helping improve workflows and automation • Review and process refunds or credits, escalating when necessary

• Lead a team of Dispatchers and Support Specialists. • Ensure seamless ride operations and exceptional customer support. • Monitor dispatch and support queues and manage workload. • Serve as on-shift point of contact for member and team questions. • Analyze daily metrics and provide context on performance trends. • Build and maintain training materials for Concierge teams.

• Accurately collect, verify, and document ride, driver, and rider information • Respond promptly to driver, rider, and customer inquiries via phone, text, and chat • Monitor scheduled and active rides to ensure timely pickup and completion • Actively support drivers during trips by resolving delays, routing issues, cancellations, and service disruptions • Identify issues quickly, take ownership of resolutions, and follow through to completion • Escalate issues appropriately and in a timely manner following established procedures • Maintain accurate records and updates to ensure continuity across shifts • Identify recurring operational issues and contribute suggestions for improvement • Maintain professionalism, focus, and consistency in a high-volume, fast-moving environment

• Monitor dispatch and support queues, balance workload, and ensure SLA performance and process adherence. • Manage team of 7-10 direct reports as well as offshore team members. • Serve as on-shift point of contact for member and team questions, providing timely support and resolution. • Lead daily huddles to share operational updates, product launches, and key service changes. • Learn and support new software and tools and drive team adoption. • Analyze daily metrics and provide context on performance trends and fluctuations. • Manage and resolve high-priority escalations to ensure timely and effective resolution. • Build and maintain training materials for Concierge teams and drivers for new products and workflows. • Create and update Zendesk macros, help articles, and AI reference documentation. • Collect and prioritize bugs and enhancement requests for weekly cross-functional review. • Own weekly staffing, scheduling, and coverage planning with contingency support. • Conduct 1:1s to coach, manage performance, and support employee development.

• Develop and maintain robust financial models to support forecasting, budgeting, and strategic planning • Analyze trends, KPIs, and operational data to identify opportunities and mitigate risks • Partner with department leaders to create budgets, track performance, and recommend actionable improvements • Own and manage AI workflows for end-to-end invoicing workflows, ensuring accuracy and timeliness across all customer billing processes • Provide invoices and required reporting for grants and other specialty programs • Collaborate with stakeholders to resolve billing issues, improve payment timelines, and maintain strong relationships with customers • Manage and optimize provider network payment processes • Drive month-end and quarter-end reporting processes, ensuring timely and accurate financial results • Identify inefficiencies in financial workflows and propose solutions to enhance productivity and scalability • Assist leadership in preparing materials for board meetings and investor updates.

Reports To: Director of Operations Own Market Performance. Drive Real Decisions. Onward Health is building the transportation infrastructure layer for healthcare. We operate a multi-market, technology-enabled network serving patients, providers, and health systems. We are hiring a Senior Manager, Marketplace Strategy & Operations to own territory performance and drive the operational and economic health of our markets. This is not a reporting role - This role is accountable for delivering sustained improvements in market-level KPIs and contribution margin, owning performance, diagnosing issues, deciding on corrective actions, and driving execution across the business. You will pull the key levers (pricing, supply, incentives, operational changes) needed to improve outcomes and be accountable for results. If you enjoy ambiguous problems, thinking in systems, and making real decisions with measurable impact, this role is for you. Why Onward? Onward is building critical infrastructure for healthcare access, and we are scaling quickly across markets. This role sits at the center of how our network performs and evolves, with direct ownership of marketplace outcomes and exposure to senior leadership. You’ll shape how we operate as we grow - driving meaningful improvements in performance, efficiency, and patient experience while directly influencing marketplace strategy and operational execution. As a mission-driven company, we focus on the people at the heart of every journey - enhancing access to care while building a collaborative, high-performing culture. Joining Onward means taking ownership, making real decisions, and playing a pivotal role in a dynamic growth story. Key Responsibilities: - Territory Performance & Marketplace Health: Support improvements in territory KPIs including fulfillment, ride volume, utilization, driver earnings, incentives, and contribution margin. Identify early warning indicators of imbalance or margin compression and drive measurable corrective action. Run weekly market performance reviews, help set priorities, and drive accountability across cross-functional stakeholders. You are responsible for answering and acting on: What’s happening? Why is it happening? What are we doing about it? - Data → Insight → Decision: Conduct deep-dive analyses to identify root causes of performance gaps and translate insights into clear decisions. Form independent hypotheses, evaluate tradeoffs, and drive implementation of solutions. Translate complex data into concise insights that enable fast decision-making. - Driver Economics & Pricing Strategy: Own analysis of ride-level margins and driver earnings health in partnership with Finance. Model scenarios to inform pricing and incentive strategies and drive structural improvements to marketplace economics. - Market Launch & Expansion Support: Help define KPI frameworks for new market launches, track performance across the first 30/60/90 days, diagnose early-stage friction, and drive corrective actions to ensure markets scale successfully. - Cross-Functional Execution: Partner with Operations, Finance, Product, and Recruiting to turn decisions into execution. Drive follow-through on performance initiatives and own progress against improvement plans. Support quarterly planning and forecasting with clear performance insights and recommendations. Required Skills and Qualifications: - Educational Background: Bachelor’s degree or equivalent combination of education and relevant experience. - Professional Experience: 3-6 years in strategy, operations, marketplace analytics, consulting, or high-growth startup environments. Proven ability to synthesize multiple performance indicators into a clear business narrative for senior stakeholders. Experience operating within a two-sided marketplace strongly preferred (rideshare, logistics, delivery, staffing, healthcare networks, etc.). - Analytical Rigor: Strong Excel/modeling skills required. Experience with SQL and BI tools (Looker, Tableau, Mode, etc.) preferred. - Decision-Making & Communication: Demonstrated ability to move from data → insight → recommendation. Strong executive communication skills and ability to present concise, defensible positions. Comfortable operating without fully defined playbooks and owning KPIs or business outcomes. - Personal Traits: Systems thinker who understands how supply, demand, pricing, and incentives interact. High ownership mentality, comfortable with intellectual debate, bias for action, and comfortable making decisions with incomplete information. Who succeeds in this role: - Someone who enjoys solving messy problems - Comfortable operating without clear playbooks, debating tradeoffs with senior leadership, and challenging assumptions and defending data-backed positions. - Balances analytical rigor with practical decision-making - Takes initiative and looks for ways to improve how things work - Defaults to “what should we do?” not “here’s what happened” Join Us: If you’re looking to make a significant impact and thrive in a dynamic, fast-paced environment, Onward is the place for you. Apply today to become a part of our mission to transform healthcare transportation.

Job Title: Senior Manager, Marketplace Strategy & Operations Reports To: Director of Operations Own Market Performance. Drive Real Decisions. Onward Health is building the transportation infrastructure layer for healthcare. We operate a multi-market, technology-enabled network serving patients, providers, and health systems. We are hiring a Senior Manager, Marketplace Strategy & Operations to own territory performance and drive the operational and economic health of our markets. This is not a reporting role - This role is accountable for delivering sustained improvements in market-level KPIs and contribution margin, owning performance, diagnosing issues, deciding on corrective actions, and driving execution across the business. You will pull the key levers (pricing, supply, incentives, operational changes) needed to improve outcomes and be accountable for results. If you enjoy ambiguous problems, thinking in systems, and making real decisions with measurable impact, this role is for you. Why Onward? Onward is building critical infrastructure for healthcare access, and we are scaling quickly across markets. This role sits at the center of how our network performs and evolves, with direct ownership of marketplace outcomes and exposure to senior leadership. You’ll shape how we operate as we grow - driving meaningful improvements in performance, efficiency, and patient experience while directly influencing marketplace strategy and operational execution. As a mission-driven company, we focus on the people at the heart of every journey - enhancing access to care while building a collaborative, high-performing culture. Joining Onward means taking ownership, making real decisions, and playing a pivotal role in a dynamic growth story. Key Responsibilities: - Territory Performance & Marketplace Health: Support improvements in territory KPIs including fulfillment, ride volume, utilization, driver earnings, incentives, and contribution margin. Identify early warning indicators of imbalance or margin compression and drive measurable corrective action. Run weekly market performance reviews, help set priorities, and drive accountability across cross-functional stakeholders. You are responsible for answering and acting on: What’s happening? Why is it happening? What are we doing about it? - Data → Insight → Decision: Conduct deep-dive analyses to identify root causes of performance gaps and translate insights into clear decisions. Form independent hypotheses, evaluate tradeoffs, and drive implementation of solutions. Translate complex data into concise insights that enable fast decision-making. - Driver Economics & Pricing Strategy: Own analysis of ride-level margins and driver earnings health in partnership with Finance. Model scenarios to inform pricing and incentive strategies and drive structural improvements to marketplace economics. - Market Launch & Expansion Support: Help define KPI frameworks for new market launches, track performance across the first 30/60/90 days, diagnose early-stage friction, and drive corrective actions to ensure markets scale successfully. - Cross-Functional Execution: Partner with Operations, Finance, Product, and Recruiting to turn decisions into execution. Drive follow-through on performance initiatives and own progress against improvement plans. Support quarterly planning and forecasting with clear performance insights and recommendations. Required Skills and Qualifications: - Educational Background: Bachelor’s degree or equivalent combination of education and relevant experience. - Professional Experience: 3-6 years in strategy, operations, marketplace analytics, consulting, or high-growth startup environments. Proven ability to synthesize multiple performance indicators into a clear business narrative for senior stakeholders. Experience operating within a two-sided marketplace strongly preferred (rideshare, logistics, delivery, staffing, healthcare networks, etc.). - Analytical Rigor: Strong Excel/modeling skills required. Experience with SQL and BI tools (Looker, Tableau, Mode, etc.) preferred. - Decision-Making & Communication: Demonstrated ability to move from data → insight → recommendation. Strong executive communication skills and ability to present concise, defensible positions. Comfortable operating without fully defined playbooks and owning KPIs or business outcomes. - Personal Traits: Systems thinker who understands how supply, demand, pricing, and incentives interact. High ownership mentality, comfortable with intellectual debate, bias for action, and comfortable making decisions with incomplete information. Who succeeds in this role: - Someone who enjoys solving messy problems - Comfortable operating without clear playbooks, debating tradeoffs with senior leadership, and challenging assumptions and defending data-backed positions. - Balances analytical rigor with practical decision-making - Takes initiative and looks for ways to improve how things work - Defaults to “what should we do?” not “here’s what happened” Join Us: If you’re looking to make a significant impact and thrive in a dynamic, fast-paced environment, Onward is the place for you. Apply today to become a part of our mission to transform healthcare transportation.

Job Title: Senior Manager, Marketplace Strategy & Operations Reports To: Director of Operations Own Market Performance. Drive Real Decisions. Onward Health is building the transportation infrastructure layer for healthcare. We operate a multi-market, technology-enabled network serving patients, providers, and health systems. We are hiring a Senior Manager, Marketplace Strategy & Operations to own territory performance and drive the operational and economic health of our markets. This is not a reporting role - This role is accountable for delivering sustained improvements in market-level KPIs and contribution margin, owning performance, diagnosing issues, deciding on corrective actions, and driving execution across the business. You will pull the key levers (pricing, supply, incentives, operational changes) needed to improve outcomes and be accountable for results. If you enjoy ambiguous problems, thinking in systems, and making real decisions with measurable impact, this role is for you. Why Onward? Onward is building critical infrastructure for healthcare access, and we are scaling quickly across markets. This role sits at the center of how our network performs and evolves, with direct ownership of marketplace outcomes and exposure to senior leadership. You’ll shape how we operate as we grow - driving meaningful improvements in performance, efficiency, and patient experience while directly influencing marketplace strategy and operational execution. As a mission-driven company, we focus on the people at the heart of every journey - enhancing access to care while building a collaborative, high-performing culture. Joining Onward means taking ownership, making real decisions, and playing a pivotal role in a dynamic growth story. Key Responsibilities: - Territory Performance & Marketplace Health: Support improvements in territory KPIs including fulfillment, ride volume, utilization, driver earnings, incentives, and contribution margin. Identify early warning indicators of imbalance or margin compression and drive measurable corrective action. Run weekly market performance reviews, help set priorities, and drive accountability across cross-functional stakeholders. You are responsible for answering and acting on: What’s happening? Why is it happening? What are we doing about it? - Data → Insight → Decision: Conduct deep-dive analyses to identify root causes of performance gaps and translate insights into clear decisions. Form independent hypotheses, evaluate tradeoffs, and drive implementation of solutions. Translate complex data into concise insights that enable fast decision-making. - Driver Economics & Pricing Strategy: Own analysis of ride-level margins and driver earnings health in partnership with Finance. Model scenarios to inform pricing and incentive strategies and drive structural improvements to marketplace economics. - Market Launch & Expansion Support: Help define KPI frameworks for new market launches, track performance across the first 30/60/90 days, diagnose early-stage friction, and drive corrective actions to ensure markets scale successfully. - Cross-Functional Execution: Partner with Operations, Finance, Product, and Recruiting to turn decisions into execution. Drive follow-through on performance initiatives and own progress against improvement plans. Support quarterly planning and forecasting with clear performance insights and recommendations. Required Skills and Qualifications: - Educational Background: Bachelor’s degree or equivalent combination of education and relevant experience. - Professional Experience: 3-6 years in strategy, operations, marketplace analytics, consulting, or high-growth startup environments. Proven ability to synthesize multiple performance indicators into a clear business narrative for senior stakeholders. Experience operating within a two-sided marketplace strongly preferred (rideshare, logistics, delivery, staffing, healthcare networks, etc.). - Analytical Rigor: Strong Excel/modeling skills required. Experience with SQL and BI tools (Looker, Tableau, Mode, etc.) preferred. - Decision-Making & Communication: Demonstrated ability to move from data → insight → recommendation. Strong executive communication skills and ability to present concise, defensible positions. Comfortable operating without fully defined playbooks and owning KPIs or business outcomes. - Personal Traits: Systems thinker who understands how supply, demand, pricing, and incentives interact. High ownership mentality, comfortable with intellectual debate, bias for action, and comfortable making decisions with incomplete information. Who succeeds in this role: - Someone who enjoys solving messy problems - Comfortable operating without clear playbooks, debating tradeoffs with senior leadership, and challenging assumptions and defending data-backed positions. - Balances analytical rigor with practical decision-making - Takes initiative and looks for ways to improve how things work - Defaults to “what should we do?” not “here’s what happened” Join Us: If you’re looking to make a significant impact and thrive in a dynamic, fast-paced environment, Onward is the place for you. Apply today to become a part of our mission to transform healthcare transportation.

• Prepare and QA subsurface datasets in Petrel and ArcGIS environments • Build, configure, and validate project data prior to launch • Troubleshoot data, software, and transfer issues across teams • Manage data governance, entitlements, licenses, and permissions • Document workflows, fixes, and standards