• Serve as the lead incident coordinator for high-severity events, activating playbooks, declaring incident severity, and coordinating with functional leads to drive a structured response. • Define, operationalize, and document the end-to-end incident response lifecycle that aligns to FedRAMP High, IL5, and NIST 800-53 requirements. • Drive readiness activities by designing and facilitating cross-functional tabletop exercises, hands-on simulations exercises, incident response team training, and review of playbooks to validate response protocols. • Facilitate Root Cause Analysis by leading post-incident reviews using structured methodologies and documentation to separate root causes from contributing factors and drive business-wide corrective actions to closure. • Serve as the primary liaison between technical and business units by translating incident details into business impact assessments that drive informed decision-making for legal, compliance, and operational teams. • Bridge technical and operational responses by building communication paths between engineering, operations, legal, compliance, and customer facing teams to translate complex incidents into actionable updates for leadership. • Establish centralized reporting, dashboards, and KPIs to monitor response efficiency, trend analysis, and program maturity. • Manage and optimize incident response tools like ServiceNow, PagerDuty, and Jira to ensure.

• Execute high-impact professional learning sessions that result in measurable product adoption and maintain exceptional customer satisfaction • Deliver professional learning sessions across formats (live virtual, asynchronous, and in-person). • Tailor session content based on detailed knowledge of dedicated district accounts, customer needs, and internal user engagement data. • Inspire the audience via compelling delivery, engagement tactics, and high-quality resources. • Collaborate with Sales and Customer Success Managers to share customer wins and opportunities for improved relationship strength. • Design, revise, and scale professional learning materials to meet specific customer instructional goals and align with product engagement objectives. • Gather and analyze customer needs to ensure session content is tailored and scalable. • Represent the Professional Learning team's perspective in cross-functional working groups and special projects to inform Go-to-Market strategies and product initiatives.

• Lead & develop a team of high-performing Territory Managers (TMs) to achieve desired business objectives • Plan, organize, and execute sales strategies and Territory plans across the Division and assess both successes and failures with actionable plans for continuous improvement • Coach and mentor TMs to develop selling & professional skills (through goal-setting, personalized feedback, joint sales calls, individual coaching sessions, performance reviews, etc.) • Synthesize and communicate Division-level insights and business intelligence with the TM team, other Division Managers, Regional Sales Leadership, and supporting functions • Achieve KPIs set for the company, regional, and individual levels • Work cross-functionally with company HQ, regional HQ, and other teams (e.g. Trade Marketing, Distribution Management, Key Accounts, etc.) • Maintain working knowledge of pertinent local and state regulations and taxes in the Division and guide TMs on how to optimize outcomes in their local markets

• Manages a team of Investigator Management Specialists. • Line management responsibilities including professional development, performance appraisals, and employee counseling for staff. • Assigns project work and reviews workload for all direct reports. • Manages staff by establishing goals that will increase knowledge and skill level, and by delegating tasks commensurate with skill level. • Provides leadership and direction for team in support of the overall goals and objectives of the Investigator Payment department and Company. • Implements overall department strategies as defined by Director, IMS and other leadership. • Ensures that the team is tracking investigator payments, releasing payments when authorized, and working with global A/R to bill sponsors for deposits on a timely basis. • Provides guidance to team members on how to review and understand sponsor contracts and site contracts. • Ensure sponsor reporting is provided in a timely and accurate manner. • Ensures project trackers are updated weekly to reflect correct balances of customer investigator payment cash deposits on hand and that they are available and provided to Company or sponsor team members as needed. • Reviews Accounting master tracker balances to confirm agreement with investigator payment records. • Assists with tracking unbilled balances. • Assists with customer audits of investigator payment deposits and payments and ensures prompt and accurate completion of investigator payment staff assigned audit activities. • Supports project close out process to ensure investigator payment balances are accurate and provided timely. • Assists with management of the systems used for investigator payment tracking; acts as administrator for Impact and other systems. • Identifies when additional training is needed for project teams and investigator payment staff on systems used within the company. • Assists with the development, implementation, and maintenance of systems, and may supervise certain activities during systems implementation. • Identifies necessary modifications to existing systems based on input from project team leaders and investigator payment staff and drives to resolution. • Provides input for long term IT plans. • Leads Investigator Payment Administration projects that impact customer deliverables or provide efficiencies to the team. • Assists with developing appropriate metrics on investigator payment productivity. • Reviews metrics and process reporting regularly to determine if there are issues that require attention, and alerts senior management to potential issues while ensuring necessary corrective action is taken. • Anticipates risks to project and departmental deliverables and creates and implements remedial action plans as needed, focusing on budget, deposit availability, payment schedules, and risk analysis of active projects within Investigator Payment Administration. • Identifies best practices, investigates root causes of fundamental issues and problems for projects, and recommends solutions. • Recognizes and develops opportunities for continuous process improvement within Investigator Payment Administration which lead to greater efficiencies or competitive advantages over other companies. • Facilitates positive relationships with other departments and participates in cross-functional teams.