• Responsible for ensuring timely completion of non-electronically processed claims such as direct member reimbursement claims and commercial out-of-network claims. • Ensure claims approvals and/or denials are made in accordance with company practices and procedures. Timely execution on member communications at scale, including mail-outs through our third-party mail vendor. • Maintain reimbursement queue to meet the department's SLA’s. Completion of assigned claim cases in accordance with daily expectations. • Sustain integrity of all existing claims processes by ensuring all process documentation is up to date. • Participate in process improvement and quality assurance opportunities. • Collaborate and provide cross-functional support to account management, member support, and other customer success teams. • Act as a liaison between the clinical team and the member for denied reimbursements, initiating the prior authorization (PA) process to ensure proactive member support. • Participate in internal meetings to help support initiatives and projects. • Ability to prioritize and complete high-volume cases/claims.

• Own and ensure the successful, predictable, and scalable execution of all lab deliveries formally managed by the Delivery Operations team. • Own delivery assurance for all labs designed as managed by Delivery Operations and ensure all key metrics are recorded and monitored regularly. • Lead the team in planning through launch of delivery for designated events, including regular monitoring and engagement to meet customer needs for all highly visible deliveries. • Establish and enforce delivery of readiness standards for consistency and scalability of Skillable lab use across customers. • Co-ordinate pre-instancing, scale testing, and deployment validation. • Maintain rolling delivery forecasts for managed programs and develop concurrency models and resource planning frameworks, in collaboration with Customer Experience teams. • Build, publish and maintain best practices for lab design which ensure high scale delivery through design optimization, design patterns, and resource usage. • Lead post-delivery reviews and retrospectives to drive continuous improvement of delivery operations. • Partner with Product and Technical PMs to influence platform enhancements that increase delivery success. • Guide customer facing teams on scalable lab program design to ensure broad knowledge share across Skillable, in support of customer needs. • Ensure all critical team members across the organization understand delivery requirements and operational constraints. • Represent delivery readiness, including regular reporting on key data points, within leadership planning discussions. • Build, manage and retain a high performing team with strong redundancy and knowledge share, through strong leadership and talent development. • Develop future talent and succession plans for key roles through assigning regular occurring responsibilities, mentoring, and strategic delegation. • Focus daily on execution and risk management (i.e. monitor active deliveries, respond to incidents, triage and resolve delivery issues, lead planning sessions, review and optimize lab content, ensure real-time coordination during live events). • Focus monthly on forward planning and alignment (i.e. maintain visible 3-month rolling delivery plan for managed programs, identify tier 1 and high-risk deliveries, validate capacity and infrastructure readiness, review forecast accuracy, adjust delivery plans). • Focus quarterly on strategic readiness and evolution (i.e. forecast delivery, infrastructure and fabric needs, deployment standards and delivery best practices, new tools and scale strategies, structured post-delivery reviews, capacity modeling and monitoring frameworks). • Manage, coach and mentor direct reports to foster skill development, knowledge sharing, and technical growth. • Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis. • Other strategic business initiatives or special cross-functional project involvement as required.

• Own data hygiene, quality, integrity, and governance across HubSpot • Build and maintain dashboards and reports for pipeline health and metrics • Onboard and train team members on systems and processes • Lead change management for new tools and processes

• Work closely with the Executive Director to define the organization’s strategic direction and team priorities. • Monitor key performance indicators to ensure Morada Comum achieves its goals, reporting regularly to the Board and OCH together with the Executive Director. • Collaborate with the Executive Director on reporting to funders and maintaining clear and effective reporting processes. • Support the Executive Director in tracking engagement with funders, advisors, and board members. • Work with the OCH People & Culture team and the Executive Director to support staff development, strengthen organizational culture in Brazil, and define team engagement processes. • Monitor organizational development, identify risks, and prepare forecasts for growth or potential scaling down. • Oversee the organization’s overall budget, financial planning, and financial execution. • Work with the Project Manager to ensure campaign timelines, budgets, and targets are delivered as planned. • Manage relationships with external providers, including legal, accounting, and operational services, and maintain effective communication with organizational teams, suppliers, and partners. • Identify and implement tools, technologies, and processes that improve operational efficiency.