• Own daily monitoring of B2B delivery schedules and routing. • Validate upcoming orders for volume shifts, access constraints, special handling, and operational risks. • Create and manage delivery tasks in OnFleet and related tools. • Actively monitor in-route performance and intervene when delays or access issues arise. • Resolve real-time execution failures (missed deliveries, access barriers, timing deviations). • Ensure high-priority and enterprise accounts receive proactive oversight. • Own end-to-end investigation of logistics-related CX tickets. • Identify root cause (3PL error, internal process gap, access misalignment, system issue). • Provide structured resolution context and recommended actions to CX. • Ensure escalations are closed, not just answered. • Track repeat incident categories and flag systemic risks. • Maintain visibility into open escalations and drive them to resolution within SLA. • Act as first-line operational contact for 3PL delivery issues. • Escalate appropriately when patterns emerge. • Align closely with Customer Experience to ensure accurate client-facing communication. • Support B2B Operations with operational insights from the field. • Prioritize internal operational requests based on urgency and client impact. • Review forward-looking delivery schedules to identify risks (weather, holidays, volume spikes, new client launches). • Flag high-risk delivery days proactively. • Escalate with context and suggested mitigation plans. • Identify recurring friction points and propose workflow improvements. • Contribute to operational stability as volume scales. • Maintain accurate trackers for deliveries, incidents, and escalations. • Support weekly reporting on: • Delivery reliability • Escalation categories • Repeat issue trends • 3PL performance signals • Assist in updating SOPs and playbooks as process improvements are identified. • Conduct structured root cause analysis on recurring delivery failures.

• Lead and manage the Care Coordination team responsible for member intake, onboarding, and ongoing program support. • Translate healthcare program requirements into clear operational workflows that can be executed reliably by the Care Coordination team. • Maintain operational visibility into MTM program execution and ensure care coordination workflows remain aligned with program requirements. • Ensure healthcare operations support accurate claims submission and efficient reimbursement cycles. • Ensure healthcare operations meet regulatory, compliance, and payer requirements. • Build scalable operational infrastructure to support healthcare program growth.

• Own operational workflows supporting renewals, upsells, and expansion planning. • Build and maintain leadership portfolio reporting to track renewals, pipeline progress, client health, and performance metrics. • Manage internal Monthly Business Review (MBR) reporting and SLT preparation. • Analyze operational performance to identify trends, risks, and opportunities for improvement. • Support forecasting, pipeline management, and resource planning for existing accounts. • Drive escalation management and resolution of critical operational issues. • Develop and maintain onboarding materials and training tools to accelerate new-hire ramp and drive consistent CGS best practices. • Own Salesforce (SFDC) workflow enhancements and ongoing CGS maintenance. • Partner with Finance to ensure accurate ACV tracking across all client opportunities. • Collaborate with Analytics to support transition to LightDash as the primary reporting platform. • Ensure client-facing data is accurate, timely, and actionable. • Work with Twin Operations to automate CGS operating frameworks into Jira. • Define and maintain standardized documentation, storage, and naming conventions. • Establish system maintenance requirements and coordinate with development teams. • Partner with Analytics to produce accurate reporting and performance dashboards. • Manage down-market client reporting and future automation initiatives. • Assist with internal data collection, analysis, and reporting to inform strategic decisions. • Translate data into insights that improve client lifecycle execution. • Partner with Marketing to centralize NPS distribution through HubSpot and manage internal reporting. • Ensure client outcome reporting is compelling and aligned with organizational standards. • Maintain operational rigor to meet SLAs, KPIs, and compliance requirements. • Proactively identify and manage cross-team dependencies and integration risks. • Work closely with Analytics, Product, Finance, Onboarding, Marketing, Legal, Billing, and Operations. • Support scalable process design that improves collaboration and execution. • Other duties as assigned

• Support strategy team initiatives, particularly those focused on impact metrics, including working across teams on streamlined impact reporting and supporting Impact Matrix realignment. • Coordinate with local offices and national programs to ensure strategic plan alignment and increased collaboration. • Administer Impact Matrix, including rating loans that come for approval and preparing Impact Matrix materials for presentation at Credit Committee. • Help draft internal and external presentations on impact metrics at LISC, including analyzing data and preparing meeting materials. • Liaise across LISC departments (Lending, Finance, Communications, Local Offices, affiliates, etc.) to promote engagement on impact metrics and to enhance coordination in LISC’s ESG and impact reporting. • Provide project management and administrative support including meeting scheduling, note taking, and follow up task management for key Strategy & Operations team priorities, including cross-departmental process improvement efforts, NISOP (LISC's new initiative intake process), Strategic and Annual Plan projects, and additional projects as assigned. • Support Chief of Staff on special projects and administrative duties as assigned. • Work on special projects and perform all other duties as assigned.