• Take on the company’s highest-leverage problems across product, operations, strategy, and go-to-market. • Own critical initiatives end-to-end: define the problem, run deep analysis, make clear recommendations, and drive execution. • Act as a force multiplier as the company scales; identifying patterns, eliminating inefficiencies, and building scrappy but durable solutions. • Partner closely with Customer Success, Sales, and Marketing to unblock execution and accelerate growth. • Design and implement processes, tools, and systems that scale with the business, not against it. • Operate with extreme range and ownership: one week shaping product or GTM strategy, the next supporting a customer analysis or pressure-testing pricing and unit economics.

• As Director of PPI Business System, implement Thermo Fisher Scientific's Continuous Improvement Business System across the Drug Substance Division • Guide strategic change, cultivate operational excellence, and develop a culture of continuous improvement to achieve business goals • Establish multi-year strategic roadmaps, guide process improvement initiatives, and support teams in lean methodologies • Directly impact customer satisfaction, quality, productivity and growth while enhancing how we serve science globally • Collaborate with business leaders to identify transformational opportunities, develop and execute improvement strategies, and build sustainable processes that enhance operational efficiency • Guide the PPI Steering Committee, manage an active pipeline of improvement projects, and facilitate adoption of lean management systems including tiered daily management, Gemba walks, and leader standard work • Coach and build capability at all levels to help teams increase autonomy and facilitate positive change

• Own operational oversight of IntusCare’s population health, utilization management, and compliance clinical service delivery workflows, ensuring consistent, high-quality execution across customers. • Develop and continuously improve scalable processes, playbooks and performance expectations for service delivery • Monitor team productivity, workload allocation and operational effectiveness, identifying bottlenecks and driving improvements • Partner closely with the CPHO to ensure day-to-day execution aligns with strategic priorities • Set clear goals and operational KPIs for individual and team performance • Create operating cadence (weekly/monthly) to keep execution on-track and visible • Act as a key liaison between Population Health / Clinical Operations and Product + Engineering • Translate operational utilization management, compliance and population health needs into clear requirements (workflows, user stories, specs, business rules) • Support requirements gathering, prioritization discussions, and functional review sessions • Ensure clinical workflows and operational needs are understood and reflected in product roadmap execution • Represent the CPHO and service functions in internal meetings and select external stakeholder conversations as needed • Communicate clearly and credibly with clinical and operational stakeholders at customer organizations (especially PACE leaders) • Support relationship-building and ongoing partnership across customers and industry stakeholders • Translate strategic initiatives into a practical transformation roadmap (people, process, and tools) • Drive operational change management: testing, implementation, adoption, and reinforcement • Bring a systems mindset to scaling: identifying what must be standardized vs. tailored by customer

• Manage and triage support requests through our email ticketing system and direct client requests to the appropriate teams • Register new users and manage account permissions • Process orders and facilitate client communications for Email marketing campaigns • Execute basic SEM optimization tasks • Learn the fundamentals of digital media buying operations and supporting technology • Identify and report critical or recurring customer service issues • Utilize effective time management and prioritization skills to handle a high volume of client communications • Data entry and other ad-hoc tasks as assigned