• Develop, administer, and continuously improve quality programs, processes, and SOPs aligned with regulatory standards and partner requirements (CLSI, CLIA, CAP) • Lead root cause investigations for all phlebotomy errors, manage the corrective action process, and ensure effectiveness checks are completed within 48 business hours • Manage internal and external audits, address findings, and formulate partner-facing responses to complaints, nonconforming events, and regulatory citations, and maintain regulatory compliance • Identify high-risk draws and flag potential issues during onboarding to prevent errors • Maintain monthly Quality Specialist scorecards, review KPIs, and support development planning • Analyze clinical data, monitor key performance indicators (KPIs), report on trends, and use insights to enhance patient care and operational efficiency • Provide strategic direction for quality initiatives to cross-functional teams, collaborate with senior leaders, executives and field operations • Lead quality initiatives to achieve performance goals; Implement continuous improvement methodologies, refine standard operating procedures (SOPs), and optimize processes for safety, effectiveness, and efficiency • Risk Management: Identify, assess, and mitigate clinical risks, ensuring new partner launch and trial readiness, and maintaining high standards for patient care

• Partner and develop ongoing relationships and value propositions within the C-suite at the HQ LNG as well as key stakeholders within the different accounts dedicated to the LNG (i/e Committee Members, Procurement, Medical Directors etc.) • Build and own long term account plan including Goals, Strategies, Tactics & Op Mechs incorporating key value drivers for both the customer as well as Beckman Coulter which will drive YOY revenue growth and sustained partnership. • Utilize DBS tools to lead sales campaigns with the local regional teams, ensuring that each member of the team understands the needs of the whole LNG and how their actions tie into the bigger customer partnership. • Owns RFP and is responsible for compliantly closing the deal with overall positive margin expansion for the life of the customer contract. • Partner with service organization to ensure that installation, go live and post install maintenance are successful. • Provides a high-level view of all activities going on within individual accounts to make sure the customer is provided with high quality, consistent service. • Partner with local regional sales to ensure alignment between local teams and overall, LNG. • Provide indirect coaching/mentoring and leadership to sales reps both formally and informally.

• Cultivates and maintains customer relationships within assigned account base. • Actively create tasks that impact service design, success and impact future concepts, products, and innovations. • Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues. • Host ongoing webinars and trainings for Managed Services customers and internal teams. • Proactively developing campaigns to re-engage customers and increase customer KPI’s to ensure service excellence and satisfaction. • Provide clear instructions to customer care analyst for project work. • Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff. • Excellent time management of projects and meetings while adhering to deadlines. • Create, develop, and use presentation materials for onsite or WebEx meetings with customers. • Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified. • High level understanding of all other GHX services and customer activity of account health to aid in an increased adoption of GHX’s recommended practices. • Work closely with the CSM and ESE team to ensure customer satisfaction and new potential sales opportunities. • Works closely with Solutions Delivery, Sales, and Customer Success Managers to oversee all phases of the implementation process. • Develops an in-depth knowledge of customer environment and GHX product knowledge to achieve goals and solve complex problems while fostering innovation. • Travel may be required (approximate 20%). • Able/willing to work 8am-5pm Eastern Time Zone (Monday-Friday).

• Own Transfer’s credit risk underwriting program, including policies, scorecards, and playbooks for customer onboarding, periodic reviews, and exception handling enabling consistent, high quality risk decisions as the portfolio scales. • Manage portfolio-level financial exposure across ACH, RTP, and FedNow by monitoring customer activity, return behavior, liquidity risk, and solvency signals, reducing the likelihood of unexpected losses and balance-sheet shocks. • Evaluate complex and higher-risk use cases, such as crypto, lenders, platforms, and liquidity-fronted customers allowing Plaid to support new business models safely. • Partner with Transfer Operations on day-to-day risk decisions and escalations, including setting and adjusting holds, reserves, limits, and pre-funding requirements ensuring fast, coordinated responses to emerging risk events. • Develop and maintain executive-level risk reporting, including exposure tracking, reserve adequacy, and loss forecasting, improving leadership visibility and decision-making. • Enable operational scale through training and documentation, creating self-serve guides and decision frameworks for customer oversight teams driving consistency and reducing operational risk as volume grows. • Collaborate cross-functionally with Product, Engineering, AML/Compliance, and Finance to translate risk policy into tooling, workflows, and automated controls embedding risk management directly into the Transfer platform. • Continuously improve risk frameworks and tooling by incorporating data insights, post-mortems, and industry best practices, keeping Plaid’s risk posture aligned with evolving threats and growth objectives.