• 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

• Conduct thorough analyses of existing business processes to identify inefficiencies, bottlenecks, and areas for improvement. • Gather and document requirements from stakeholders to understand process needs and challenges. • Develop and design optimized business processes and workflows that align with organizational objectives. • Create process models and documentation to guide implementation and ensure clarity. • Identify and recommend technological or procedural solutions to improve business processes. • Collaborate with IT and other departments to develop and implement process improvement solutions. • Lead or support the implementation of process changes and improvements, ensuring minimal disruption to business operations. • Manage change initiatives, including communication, training, and support to facilitate adoption of new processes. • Establish metrics and key performance indicators (KPIs) to monitor the effectiveness of process improvements. • Analyze performance data to assess the impact of changes and identify further areas for enhancement. • Foster a culture of continuous improvement by identifying opportunities for ongoing process optimization. • Implement best practices and industry standards to ensure processes remain effective and efficient. • Work closely with business leaders, project managers, and other stakeholders to ensure alignment and support for process improvement initiatives. • Facilitate workshops and meetings to gather feedback and drive collaborative problem-solving. • Create and maintain detailed documentation of business processes, improvements, and results. • Prepare and present reports on process performance and improvement initiatives to stakeholders.