• Lead the development and execution of Workforce Management strategies that support business goals over a 1–2 year planning horizon. • Translate demand forecasts, growth plans, and channel strategy into actionable staffing and capacity plans. • Serve as the primary operational owner of WFM tools (e.g., Assembled, NICE, Verint), driving configuration, optimization, and continuous improvement. • Integrate WFM systems with CRM, Quality, and AI-enabled tools to improve forecasting accuracy and operational visibility. • Manage vendor relationships and ensure strong governance, accountability, and performance from external partners. Develop and maintain accurate forecasting models across voice, chat, email, and emerging digital channels. • Build capacity plans and scenario models to anticipate changes in demand, seasonality, and operational risk. • Design and maintain dashboards and reporting that surface insights, risks, and opportunities to support leadership decision-making. • Partner with Finance to align workforce models with budget, cost targets, and productivity expectations. • Establish and refine best practices for scheduling, intraday management, and real-time workforce adjustments. • Collaborate with Customer Happiness leaders to improve service level attainment, occupancy, and efficiency metrics such as AHT. • Implement governance processes to monitor forecast accuracy, staffing adherence, and operational performance. • Lead continuous improvement initiatives, identifying opportunities for automation, simplification, and process optimization. • Act as a trusted partner to cross-functional stakeholders, providing data-driven insights and recommendations to inform decisions. • Represent the WFM function in cross-functional planning forums and operational reviews.

• Serving as primary resource on team managing medical disability and accommodation cases • Delivering case presentations to a panel, utilizing compelling communication, critical thinking, negotiation, holistic case analysis, and proactive case management skills • Consulting on medical, behavioral health, and accommodation claims as needed, if within the scope of licensure and clinical expertise • Supporting employee-clients in making informed decisions through patient advocacy aligned with Medical Disability Guidelines (MDG) • Acting as a liaison between all parties required in case management to facilitate continuous communication and consensus • Managing caseload efficiently, organize priorities, provides timely interventions, and maintains sensitivity to confidential records • Driving return to work process from beginning of case to closure

• Establish, recruit & manage relationships with Technology platforms (non-ERP) specializing in business management & process automation, performance calculation, billing & spend management and tools designed to improve business operations and workflows for their customers in a variety of verticals. • Build multi-level relationships within your partner ecosystem including alignment with product development leads, senior strategy leaders & executives, marketing teams, sales and sales support teams • Identify and produce high-quality leads through constant engagements with partners including office visits, sales team training/coaching, marketing strategies, trade shows, and more • Coordinate with internal resources to accomplish enablement efforts to launch partners and on-going to keep partners engaged with Tipalti • Identify opportunities for new alliances and partnerships to expand Tipalti’s reach, maintaining a solid pipeline of new potential partners • Create and deliver compelling presentations to existing and potential partners. • Join networking groups and attend events • Develop and enable a joint go-to-market message with strategic partners. • Work closely with the entire field and internal sales teams, pre-sales engineers, and marketing to grow new and incremental revenue • Give clear and concise feedback to internal stakeholders on partner programs, product compatibility, ecosystem viability • Effectively communicating to management through Salesforce updates, emails, and other means • Collaborate with Marketing, Sales, Operations, Product, Legal and Compliance teams to deliver the best solution based on Tipalti and our partner’s need

• Identify, qualify, and onboard new resellers, VARs, and system integrators across the USA and Canada • Develop a targeted prospecting strategy focused on healthcare IT, radiology, and medical imaging verticals • Drive RamSoft presence at regional industry events and through outbound outreach • Manage the full partner onboarding process including agreements, training, and go-to-market planning • Manage relationships with existing North American channel partners to drive revenue growth and renewal • Conduct regular business reviews and pipeline calls with assigned partners • Coordinate with technical enablement to ensure partners are trained and certified on PowerServer and OmegaAI • Support partners through the sales cycle, including demo coordination, pricing guidance, and proposal support • Escalate partner issues appropriately and act as an internal advocate for partner needs • Maintain accurate and up-to-date partner pipeline records in HubSpot CRM • Provide regular channel performance updates and partner activity reports to the Director of Indirect Channel Sales • Track partner-sourced and partner-influenced ARR against targets