• Supervise assigned travel consultants creating a cohesive team culture and developing them into strong travel consulting professionals with a focus on improvement of KPIs, performance monitoring, training, coaching and scheduling • Ensure service level requirements with real-time management of phones, emails and queues; make staff adjustments to adapt to unexpected volume spikes • Serve as coach and professional development resource for travel consultants on the team, to include encouraging directed and ongoing individual technical skills and customer service skills development • Perform as subject-matter expert on specific government contracts for requirements, provisions and other service details • Work under the direction and guidance of the Operations Manager to monitor individual and team performance goals • Serve as a SME when working with development, implementation and technology • Serve as a coach to travel consultants to include providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance • Strong understanding and application of a client policies and processes, determining the impact to the operation team as changes are implemented • Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements • Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met • Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

• Administer and support SQL databases, ensuring availability, security, data integrity, and optimal system performance • Design, deploy, and refine database structures, queries, and stored procedures • Create, manage, and maintain SQL-based reports and dashboards to deliver accurate insights that support operational and strategic decision-making • Monitor database performance, diagnose and resolve issues, and carry out regular backups, restores, and disaster recovery testing • Support the installation, configuration, and testing of operational software and associated databases (including SQL Server and MS Access), ensuring smooth integration with existing systems • Apply and uphold data security, access control, and compliance best practices, maintaining thorough documentation and delivering user support and training as required • Collaborate with development teams to integrate third-party databases into internal systems, while providing first-line technical support and training to users of database and production applications • Optimize data environments by implementing security and compliance controls, executing ETL processes for reporting and analysis, monitoring performance for improvement opportunities, and documenting database architectures and configurations in line with company standards.

• Provide exceptional service to internal and external stakeholders at all times. • Monitor and address company communication (phone, email, social platforms). • Review, accept, and dispatch service requests efficiently and accurately. • Communicate with customers to coordinate service, follow up, and ensure satisfaction. • Communicate with vendors to request pricing, place orders, and follow up. • Perform daily invoicing and quoting processes with a high level of accuracy. • Maintain and improve company systems and processes. • Research and prepare information for internal and external use. • Provide executive assistant support to the CEO and other leaders as requested. • Performing other work-related duties as assigned.

• Works collaboratively within a team to leverage technology for patient safety improvements • Curates available resources for patient safety best practices • Conducts literature search related to patient safety and develops educational content • Participates in identifying business and technical problems and creates innovative solutions • Leads internal growth initiatives and projects • Completes all required training requirements