• Evolve and refine the operational structure of the Game Reliability Framework to meet the needs of games on the Netflix service. • Oversee the technical health of our games portfolio, proactively identifying and addressing areas that impact the player experience • Lead game launch readiness activities, working closely with cross-functional partners to ensure pre-launch risks are addressed and any launch day incidents are managed effectively. • Manage and enhance our incident management program by developing and refining KPIs for effective prioritization of remediation, and by performing post-incident reviews and follow-ups. • Establish world-class continuous improvement processes to identify and resolve operational issues across the games portfolio. • Collaborate with and support partners including Engineering, Production, QA, Technical Product Management, and Player Support by understanding their workflows and needs. • Influence peers and partner teams to adopt industry-leading reliability patterns and practices. • Cultivate and maintain strong relationships with stakeholders across the company to ensure alignment and shared commitment to reliability goals.

• Develop and maintain a deep understanding of our products billing offerings to effectively respond to incoming customer inquiries across our single-channel support system • Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries • Support development and update of the internal and external knowledge base to help scale our help desk support • Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket • Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features • Assist in the prioritization of billing tickets by quantifying needs, features, and value points. • Share user feedback to Product function and help them translate the feedback into features that customers find valuable • Provide background support to Enterprise Billing Success Managers (BSMs) during client calls by tracking and following up on product bugs and enhancements, assisting in the triage process, and documenting new tickets as discussed.

• Build and execute outbound motions into enterprise and scaled digital health accounts • Develop target account plans, map stakeholders, and multi thread outreach across business, product, and clinical leaders • Run structured qualification calls to confirm fit, urgency, buying process, and next steps • Create sales accepted opportunities with crisp context and clear next steps for the sales owner • Partner with Marketing on campaign follow up, event conversion, and messaging feedback loops • Support targeted outbound sprints or inbound qualification for Life Sciences and Data when needed • Maintain accurate activity, stage movement, and next step ownership in Salesforce • Provide weekly visibility into meetings created, opportunities created, conversion, and aging • Take ownership of inbound lead management process, including tiering, routing coordination, acceptance visibility, and recycling • Partner with Marketing and RevOps on form optimization, noise reduction, and inbound automation improvements • Establish repeatable reporting and operating cadence for lead health and opportunity creation

• Manage department operations aligning daily function with desired outcomes to meet KPIs. • Major goals include workflow efficiency, production to meet coding turnaround time targets, coding accuracy and education, processes, and system integration, DNFB and Pre-AR targets. • Works with departments to ensure processes are in place to collaborate on initiatives and/or address issues. • Support plans requiring intervention as indicated through identified industry trends, changes, payer behavior or any relevant OhioHealth goal. • Serves as an internal consultant with new initiatives, reviews and provides recommendations. • Coordinates billing/coding activities with Revenue Cycle representatives Patient Accounts, Patient Access and participates with problem-solving. • Develops Coding Supervisors through delegation and direct operational support. • Manages staffing scheduling within budget for coding operations. • Conducts staff evaluations and disciplinary actions as necessary at all campus locations. • Hires and/or fires any direct reporting positions. • Works with Medical Record Services management team on department and enterprise-wide processes and operations as related to coding, abstracting, billing, and documentation. • Implements and/or updates new IS systems. • Maintains current information on governmental regulation changes, especially ICD-10, CPT-4 and HCPCS coding, and APC and DRG updates affecting coding, staffing, and health system reimbursement.