• Lead, mentor, and develop leaders across Ancillary Member Services, including managers, specialists, and program owners • Establish clear ownership models, career pathways, and professional development plans for ancillary service teams • Provide strategic oversight of Complaints & Grievances (C&G), ensuring timely resolution, regulatory compliance, and root-cause prevention • Lead Prevention and Control initiatives focused on reducing repeat issues, escalations, and service failures • Oversee Alternate Transportation programs to ensure continuity of care when standard transportation options are unavailable • Provide leadership support for additional ancillary functions including Focus Member programs, Facilities support, Quality Assurance, and Training • Design, document, and continuously improve end-to-end operational processes, workflows, and SOPs across ancillary service programs • Analyze operational, quality, and grievance data to identify trends, root causes, and systemic gaps in current processes • Partner with Quality Assurance to translate audit findings and quality trends into corrective and preventive action plans • Establish, monitor, and report on KPIs related to quality, compliance, resolution effectiveness, and program outcomes • Champion a member-first approach with a focus on empathy, accessibility, and proactive issue prevention • Partner with Training leaders to ensure onboarding, upskilling, and refresher programs address identified performance and process gaps • Collaborate cross-functionally with Product, Operations, Compliance, and Technology to improve workflows, tools, and scalability • Use data-driven insights to inform staffing models, capacity planning, and long-term program design • Build and manage budgets, staffing plans, and resources aligned with service demand and growth • Serve as a subject matter expert in client-facing and regulatory conversations related to Ancillary Member Services

• Partner directly with Theoria’s executive team to lead the implementation, optimization, and ongoing operational ownership of key enterprise systems. • Serve as the operational expert and primary point of accountability for Greenhouse (Recruiting), PayCom (Provider Staffing & Shift Management), and Salesforce (Facility Sales & Operations CRM). • Produce executive-level reporting that drives decision-making across the organization. • Drive adoption, process standardization, and user accountability across teams. • Own the definition, integrity, and delivery of executive-level operational reporting. • Build and maintain dashboards and recurring reports related to provider productivity, staffing coverage, and recruiting performance. • Manage multiple concurrent initiatives across recruiting, operations, sales, and technology. • Identify opportunities to streamline workflows, reduce manual reporting, and improve data quality.

• Provide strategic and operational leadership for support systems and processes • Own the roadmap for enhancements to DeepIntent’s use of Intercom • Lead the customer support analytics strategy, delivering clear, recurring KPIs and data-driven insights • Lead training, optimization, and governance of Intercom’s AI tools • Partner with teams to align the helpdesk solution’s capabilities with company-wide priorities • Act as the senior subject matter expert for Intercom

• Responsável pela satisfação do cliente, promovendo a melhoria contínua e o desenvolvimento das contas de sua carteira; • Entender os objetivos dos clientes e como eles reconhecem o valor dos serviços prestados pela Empresa; • Construir e manter relacionamentos fortes, buscando se posicionar como “trusted advisor” dos clientes; • Avaliar e identificar oportunidades de melhorias na operação dos clientes ou oportunidades de novos negócios; • Responsável pelo controle dos custos do ongoing, nas contas de sua responsabilidade, visando garantir a margem necessária para continuidade do negócio; • Realizar apresentações financeiras e de recomendações técnicas para soluções de melhoria nos ambientes dos clientes.