• Own Kaseya’s enterprise-wide NPI framework, processes, and tollgates for new product and major feature launches. • Define launch tiers and corresponding requirements (e.g., beta, GA, phased rollout, regional vs global). • Partner with Product Management on business cases, launch objectives, and success metrics (e.g., adoption, usage, revenue, NPS). • Build and manage integrated launch plans that span Product, Engineering, Marketing, Sales, Partners, Customer Success, Support, Finance, Legal, and Ops. • Lead cross-functional “launch squads,” ensuring clear owners, timelines, and accountability for all deliverables. • Identify and manage dependencies and risks; escalate and drive decisions to keep launches on track. • Ensure early customer validation (preview, beta, pilots) and that learnings are incorporated into the launch plan. • Partner with Go-to-Market leaders to define positioning, pricing & packaging, routes to market, and commercial targets for new products. • Drive field readiness: Ensure Sales, Account Management, and Partner teams have the training, tools, messaging, and collateral they need. • Coordinate launch playbooks, sales plays, demos, and talk tracks. • Ensure Support and Customer Success are launch-ready (runbooks, SLAs, knowledge base content, success plans, etc.). • Work with Engineering and Product to confirm readiness criteria (performance, scalability, reliability, security) are met before launch. • Partner with Security, Legal, and Compliance to ensure all requirements (data privacy, regulatory, contractual) are addressed prior to launch. • Coordinate with internal operations (billing, provisioning, quote-to-cash, reporting) to ensure frictionless customer experience from day one. • Lead post-launch reviews (30/60/90 days) to assess performance against objectives and drive corrective actions. • Define and track a standard set of NPI KPIs (e.g., time-to-market, launch readiness scores, adoption, churn for new products, field satisfaction). • Continuously refine Kaseya’s NPI processes, tools, templates, and governance based on data and feedback. • Lead a small team of NPI program managers. • Influence and align senior stakeholders across Product, Engineering, and Go-to-Market on launch priorities and trade-offs. • Foster a culture of transparency, accountability, and collaboration around launches. • Act as the single point of contact and “voice of the launch” for executive updates and status.

• Oversee the implementation of the EIS digital scheduling tools across specialties. • Assist the Cadence and MyChart teams with design decisions needed. • Determine resource allocation and planning needs. • Create project documentation tools to support the work. • Maintain tasks and milestones according to the project timelines. • Ensure the Cadence scheduling tools (decision trees, Fast Pass, scheduling tickets) are implemented as planned. • Ensure the MyChart scheduling tools (open, direct, and scheduling tickets) are implemented as planned. • Oversee the post-live specialty check-ins required for both MyChart and Cadence. • Be the point person for Cadence and MyChart scheduling-related escalations. • Identify and mitigate risks that could impact program success. • Ensure pre-requirements for launching digital tools are addressed with operational access optimization and change management prior to the EIS project kickoff. • Assist with driving standardization of scheduling workflows across all clinics. • Make data-driven decisions on workflow optimizations, engaging stakeholders as needed. • Create project requests and track optimization requests. • Participate in all scheduling-related meetings to maintain continuity and support decision-making. • Deliver regular status updates at key leadership meetings. • Develop and monitor key performance indicators (KPIs) to evaluate the effectiveness of digital programs and consistently report findings to leadership. • Develop a toolkit for managing and tracking the digital scheduling tools implemented. • Manage Cadence and MyChart risks and post go-live support. • Ensure and/or create lessons learned documentation from EIS and operations and report out to EIS leadership.

• Direct all testing and training program operations ensuring achievement of contractual objectives, initiatives, and compliance with regulatory, contractual, and performance standards • Provide leadership and management of contract deliverables and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) • Oversee annual contract budgets and monitor financial performance against targets • Manage and oversee the development and maintenance of all contract required plans and documentation including operational policies, procedures, and workflows • Coordinate with the CPUC Contract Manager and DDTP Oversight Contractor (PPCA) on program requirements • Report on progress, issues, and areas for improvement to CPUC Contract Manager and DDTP Oversight Contractor (PPCA)

• Lead cross-functional execution for key initiatives, ensuring clarity of scope, ownership, and sequencing across Product, Engineering, Finance, and Data Science • Run the program rhythm, including steering reviews, retrospectives, and milestone tracking to keep leadership aligned and issues visible early • Define program success metrics and use data to drive accountability and continuous improvement across multiple workstreams • Develop business and product recommendations and build analytical frameworks to optimize strategic decisions and measure business impact • Drive end-to-end initiatives and coordinate with cross-functional teams to establish scalable processes that support business growth • Contribute to the long-term strategy and vision for ZRAM