• Support voice and communication tools for caregivers • Turn requirements into reliable solutions • Help test features and validate changes • Ensure systems operate smoothly • Track and coordinate with telcos • Manage installs, disconnects, and upgrades • Organize work items and update documentation • Support demos and resolve issues quickly

• Own end-to-end planning and execution of major product development programs, from concept through production and deployment • Define program schedules, milestones, and critical paths across hardware, software, and manufacturing tracks • Facilitate cross-functional collaboration by running standups, sprint planning, and milestone reviews with engineering and ops teams • Identify dependencies, resource needs, and execution risks—proactively escalating and driving resolution • Maintain clear, up-to-date program documentation including Gantt charts, issue trackers, and progress dashboards • Support new product introduction (NPI) and field rollout planning, ensuring readiness across supply chain, QA, and logistics • Act as primary point of contact for internal stakeholders on program status, scope, and decision timelines • Coordinate change management, ensuring that scope or requirement shifts are clearly communicated and integrated across teams • Contribute to continuous improvement of program processes, tooling, and collaboration practices • Help ensure programs align with company OKRs and strategic priorities.

• Drive Strategic Cross-Functional Planning: Work closely with product managers, engineering leads, and customer facing teams to develop integrated program plans, including roadmap, dependency identifications and resource plans. Drive the end-to-end lifecycle of complex technical programs from concept to launch, ensuring alignment across Engineering, Product, Design, and Customer Delivery teams. • Operating Rhythm: Establish and lead regular program level meetings with product and engineering leadership to ensure projects are driven to successful outcomes. • Operational Rigor: Establish and maintain lightweight, high-impact processes (Agile, Scrum, Kanban) that increase developer velocity and visibility without adding bureaucracy. • Risk & Dependency Management: Proactively identify technical risks, bottlenecks, and cross-team dependencies, particularly for deployments in regulated industries; implementing mitigation strategies before issues impact the timeline. • Release Management: Partner with DevOps and Engineering to streamline the release process, ensuring reliable and secure delivery of our AI platform and agentic applications to enterprise customers. • Stakeholder Communication: Serve as the primary source of truth for program status; translating complex technical details into clear updates for executive leadership and non-technical stakeholders. Synthesize findings into clear, concise, customer-focused problem statements, recommendations, business cases, analysis, plans of action, and risk assessments. • Continuous Improvement: Use data and metrics to analyze engineering performance and drive continuous improvement in our development culture and operations.

• Manage and integrate our core technology stack—bridging the gap between proprietary Policy Management System, sales CRM, and support ticketing platforms. • Optimize operational productivity, vendor expense, and operational efficiency with existing toolings by optimizing configurations, workflows, and account setup. • Act as the primary administrator for Policy Management System, Close.io (CRM), and Zendesk (Support). • Maintain our agency management system (EZLynx) and quoting exchange (Bolt). • Identify friction points in existing processes and build automations to eliminate manual tasks and increase individual agent productivity. • Partner with Engineering and Data Analytics to architect seamless data flows and ensure data integrity.