• Lead, coach, and develop a team of business analysts, providing technical guidance and thought leadership to deliver high‑quality, scalable analytic solutions • Act as the HCC and Stop Loss subject matter expert for cross‑functional partners, informing strategy, decision‑making, analytic direction and adoption paths for Stop Loss data assets and insights • Development of foundational stop loss analytic assets and insights • Stop loss and HCC analytics, including product performance and ad hoc analyses across high‑cost drivers, emerging trends, pooling behavior, financial impacts, attachment point dynamics, broker insights, and risk signals; evolve existing analytics and develop new capabilities • Translate complex business questions into clear analytic and data requirements, delivering actionable insights that drive business outcomes • Ensure strong data quality, governance, and controls, reconciling analytic assets to financial sources of truth and driving continuous improvement in data integrity and accessibility • Drive automation and modernization of analytic processes through SQL optimization, data engineering best practices, and close collaboration with Technology and Data Science partners • Communicate insights, implications, and recommendations to senior leaders through clear, concise, and compelling storytelling

• Overseeing interim and sub-servicing operations to ensure alignment with internal processes, investor guidelines, and regulatory standards • Managing relationships with external servicing partners and future GSE relationships, ensuring contractual obligations and service levels are met • Monitoring servicing workflows, KPIs, reporting, and trend data to identify risks, gaps, or recurring issues • Escalating findings when expectations are not met and driving root cause analysis through to resolution • Leading servicing-related initiatives, projects, and system enhancements from planning through execution • Collaborating cross-functionally with Secondary, Compliance, Production, Finance, and Operations teams • Developing, documenting, and refining servicing policies and procedures to support long-term scalability • Creating reporting visibility that enables leadership to make informed decisions

• Responsible for demand forecasts across all channels (DTC, DME, retail, and distributor) and customer care support, in all regions and global markets • Develop and maintain an 18-month rolling forecast at the SKU, channel, region level to inform global supply chain purchasing decisions • Identify demand risks and opportunities early and proactively recommend mitigation actions • Own and manage the global demand planning calendar, ensuring forecasts are timely, complete, and aligned with commercial and operational objectives • Lead the demand pillar of S&OP/IBP, ensuring alignment across Commercial, Supply Chain, Finance, and regional stakeholders • Partner closely with the regional sales teams to incorporate pipeline, promotional plans, launches, and market intelligence into the forecast • Collaborate with Product & Marketing teams on NPI, campaigns, and demand-shaping activities • Work with Supply Planning and Finance to align demand plans with capacity, inventory targets, and financial forecasts • Analyze historical sales, promotions, product lifecycle, and market trends to improve forecast accuracy • Develop, track, and report on key demand KPI’s including MAPE and forecast bias, at the market, SKU level • Identify trends, variance, and root causes of forecast error, and implement corrective actions • Drive data integrity and reporting accuracy to support decision-making • Conduct scenario planning for new products, market expansion, and promotions • Drive continuous improvement in forecast systems, tools, and processes, to improve visibility, agility, and decision-making

• Technical Escalation: Serve as the first point of escalation for complex, high-stakes technical issues that require deep telephony and product knowledge beyond the L1 scope. • Team Mentorship: Proactively shadow and coach L1 Support Associates, helping them navigate difficult client interactions and technical roadblocks to build autonomy during and after onboarding. • Quality Modeling: Model "gold-standard" support by delivering proactive, high-empathy client interactions (as defined by our ticket evaluation process) to ensure team cohesion across all external channels. • Queue Strategy: Monitor Slack and HubSpot response health, stepping in to prioritize clients and ensuring tier-based SLA standards are met. Maintain rapid response times and resolutions during high-peak cycles. • Product Expertise: Maintain master-level knowledge of Scale to Win products, including API integrations, shortlinks, and telephony compliance (e.g., Number Strategy, STIR/SHAKEN, etc.). • Success Partnership: Serve as a technical escalation partner for Client Success Managers, guiding troubleshooting for their specific books of business as needed. • Facilitate Client Trainings: Lead engaging training for a subset of our new clients while supporting existing clients as needed over Zoom. • Operational Excellence: Lead complex project work, such as bulk phone number registrations or specialized compliance audits, for our largest enterprise clients. • Cross-Functional Feedback: Partner with Client Success Managers to synthesize support trends into actionable feedback for the Product team to reduce recurring friction points.