• Collects data and performs statistical analysis. • Maps and documents processes. • Independently identifies process gaps; recommends and implements process improvement. • Develop a thorough, effective, and timely continuous improvement plan to drive value for our customers (transformation plan development and execution). • Drive process improvement activities to achieve tangible improvement in the key business metrics of safety, quality, delivery, cost, and employee development • Manages and completes high impact CI projects across the operation that lead to improved business results. • Assesses CI initiatives and provides input and recommendations on future activities. • Support start-ups, retrofits and expansions including pricing inputs, go-live and steady state certifications. • Identify and support Automation projects. • Regularly interacts with account Management and/or customer(s). • Demonstrate a high level of competency in wide range of engineering methods, Lean tools, and quality standards and coaches employees in the use and implementation of CI, Quality Assurance, & Lean principles. • Applies engineering methodologies/tools such as product slotting, studying labor standards (time studies), layouts and optimization of flow, data profiling and analysis, and resource modeling to improve distribution and/or transportation operations. • May supervise continuous improvement engineering and quality professionals. • With guidance of manager participate in employment decisions (hire, coach) and manage performance. • Effective facilitation and execution Value Stream Maps & Kaizen Events through all stages (A3 charter ideation / creation, pre-work identification and completion, delivery of results in Kaizen week, regular follow up and follow through on sustainment). • Coach process owners on how to use lean methods to achieve operational excellence • Provide regular reports of data and actions to measure progress against the site objectives. • Makes Inventory and/or Supply Chain strategy recommendations

• Lead, mentor, and develop a small team of IAM analysts; serve as a hands-on technical leader. • Define and execute IAM strategy aligned with business growth and regulatory requirements. • Establish and maintain IAM governance, policies, standards, and procedures. • Partner with Security, Compliance, Engineering, IT, and Product teams to ensure secure access controls across platforms. • Design, implement, and manage IAM solutions across cloud and SaaS environments. • Oversee identity lifecycle management (joiner/mover/leaver processes). • Implement RBAC/ABAC models aligned with least privilege principles. • Manage SSO, MFA, PAM, and directory services integrations. • Conduct access reviews and certifications to meet compliance requirements. • Support audit readiness (HIPAA, SOC 2, HITRUST, etc.). • Monitor IAM metrics and continuously improve automation and controls. • Ensure IAM controls align with HIPAA requirements and PHI protection standards. • Maintain documentation and evidence for audits and regulatory reviews. • Partner with Compliance and Legal to interpret regulatory requirements, towards identifying and remediating access-related risks and vulnerabilities.

• Serve as the primary administrator for Amazon Connect, Twilio, Zoho Desk, and other communication platforms. • Configure routing logic, workflows, queues, IVRs, chat and SMS flows, escalation rules, and email automations. • Design, build, and optimize Amazon Connect contact flows, leveraging AWS services (Lambda, EventBridge, IAM) for automation and scalability. • Develop and manage Twilio Studio workflows, ensuring SMS compliance (A2P 10DLC, opt-out regulations) and reliable delivery. • Monitor system performance and troubleshoot issues across voice, chat, SMS, and email channels. • Manage access, roles, hours of operation, and permissions across platforms. • Build and maintain dashboards to track system KPIs, agent performance, and customer interactions. • Use data to recommend improvements in routing, agent utilization, customer experience, and SLAs. • Proactively identify friction points and implement system or process solutions. • Collaborate with operations and product teams to identify communication pain points and opportunities. • Lead evaluations of new platforms or integrations that improve communication workflows. • Stay current with trends in digital engagement, omnichannel contact centers, and cloud-based communications. • Maintain documentation on system architecture, configuration, SOPs, and troubleshooting. • Ensure all systems are configured with scalability, security, and compliance in mind. • Other duties as assigned.

• Lead HIPAA Privacy rule implementation projects. Provide subject matter expertise on HIPAA Security rule implementation. • Help lead implementation of Company’s Privacy by Design program, conduct privacy impact assessments and reviews of products and processes impacting personal information. • Contribute to development and update of Privacy policies, procedures, and guidelines, as well as the processes that implement them. • Review and develop reports to assess the effectiveness of privacy policies and processes. • Coordinate with business units on expansion of tooling and improvement of privacy controls that impact data privacy. • Assist in the development and execution of the Company privacy program roadmap, including privacy risk assessments. • Provide oversight for the privacy components of Company’s data mapping, minimization, inventory processes. • Contribute to AI governance efforts, ensuring privacy requirements are met across all AI technologies. • Govern patient rights processes under HIPAA and Data Subject Access Rights process as necessary under state law. • Assist in building privacy requirements into the Vendor onboarding process, and conduct privacy review of vendors. • Assist in incident response, including conducting four factor HIPAA analysis, state law analysis as necessary, and monitoring mitigation and remediation activities to completion. • Other duties as assigned