• Manage a team of 10 • Serve as the primary operations day-to-day point of contact and liaison for the clinical team • Develop and implement standard operating procedures to improve team efficiency, quality, and client engagement. • Implement and manage quality assurance metrics that align with best practices, SLAs, etc. • Manage patient cases that are escalated for timely support and proactively lead resolution for issues that arise • Analyze data to identify issues, measure capacity, monitor progress/trends/metrics, and inform program decision making/prioritization • Facilitate weekly 1:1s and team meetings to drive professional development, performance reviews, positive team culture, and alignment on process updates/changes • Determine an inventory management strategy and inventory workflows for neuropsychological testing kits

• Supervises the Prospect Development team providing mentorship and supporting professional development. • Conducts high-level research to identify prospects, validate capacity ratings, and deliver comprehensive donor briefings. • Provides strategic oversight of prospect management policies, staff training and the adoption of Salesforce enhancements and processes. • Oversees wealth screening processes and assignment of new prospects. • Develops and maintains a robust prospect pipeline, monitoring movement through the fundraising cycle to support team strategies. • Facilitates regular portfolio reviews with fundraisers and leadership to review gift opportunities, monitor pipeline velocity, and refine conversion strategies. • Tracks performance metrics and pipeline progress for both individual fundraisers and collective giving teams. • Partners with fundraisers to build robust prospect pools, ensuring alignment with fundraising priorities. • Supports moves management by tracking prospect progression and ensuring fundraisers adhere to established engagement and tracking protocols. • Monitors and analyzes the prospect pipeline to illuminate strategic opportunities, flag potential risks, and provide the clarity needed for data-backed decision-making. • Leads database screenings to support analysis for prospect segmentation and maximize donor solicitation strategies. • Partners with the Donor Operation Specialist to develop portfolio analytics and reporting that drive effective moves management. • Collaborates with the Senior Salesforce Administrator on Salesforce to identify and problem-solve issues, recommend enhancements for effective tracking and support training needs. • Maintains expertise in industry best practices through active engagement with professional associations and continuing education.

• Responsible for directing and leading the field service organization for the Southeast Region • Responsible for all field service resources and service delivery • Regularly visit clients to maintain customer network and develop new relationships • Lead a team of Field Service Engineers and Supervisors • Drive P&L and operational performance • Manage and resolve high-pressure customer issues • Deliver impact at the North America Commercial Organization (NACO) level

• Serve as a Dispute SME, providing guidance on dispute resolution strategy, regulatory compliance and network rules. • Advise leadership and stakeholders on dispute trends, emerging risks, industry mandates and strategic opportunities. • Support development and execution of the disputes roadmap, ensuring alignment with enterprise strategy, client needs and operational capabilities. • Oversee day-to-day strategic management of disputes vendor relationships, ensuring performance, compliance, and alignment with contractual and service expectations. • Act as a client-facing advisor, communicating disputes strategy, roadmap, and capabilities to clients and internal partners. • Support executive and client discussions related to disputes transformation, performance, and future-state planning. • Collaborate with Sales, Client Services, Operations, Risk, Compliance, Technology, and Product teams to ensure consistent messaging and execution. • Provide leadership, coaching, and development for a small team supporting vendor management, enablement, and dispute strategy initiatives.