• Support the development of Care Operations strategies and planning efforts by informing goals, success metrics, and tracking frameworks. • Identify, develop and execute initiatives that improve operational efficiency, compliance, and the patient and provider experience across Care Operations. • Analyze operational data to identify trends, determine root causes, and generate actionable recommendations for improvement. Drive data insights to action plans. • Partner with cross-functional teams to design, pilot, and implement scalable processes and operational solutions. • Build and maintain comprehensive project plans, including timelines, milestones, risks, and stakeholder communication. • Apply continuous improvement and change management principles to support pilots, assess their impact, and inform decisions on scaling. • Identify and document best practices that enhance operational consistency, quality, and scalability. • Contribute to building systems and mechanisms that support the ongoing improvement of Care Operations performance. • Perform other duties as assigned.

• Be a catalyst for pipeline growth: You’ll take ownership of the growing pipeline and help define how we scale demand at our next stage of growth. • Build a culture of creative experimentation: You’ll lead ongoing testing across channels, messages, and motions, turning curiosity into insight and insight into momentum. • Transform experiments into scalable growth engines: As you uncover what works, you’ll help turn early wins into durable, repeatable programs that can scale with the business. • Strengthen the connection between Marketing, Sales, and Rev Ops: You’ll ensure marketing efforts translate into high-quality, measurable pipeline by partnering closely with Sales and Rev Ops. • Lay the foundation for operational excellence: You’ll help bring structure, clarity, and consistency to our growth motion, so we have systems that can scale as we grow.

• Partner across EPMO functions and key stakeholders to ensure alignment between reporting, tooling, templates, and operational workflows, serving as the primary integrator of people, process, and content across the team. • Engage stakeholders proactively to surface needs, gather input, and build consensus around content standards, process improvements, and governance decisions. • Lead the design, build, and ongoing governance of the EPMO knowledge management ecosystem, including SharePoint site architecture, Teams workspace organization, and file standardization, establishing clear standards for where information lives, how it is structured, and how it is maintained. • Own and curate the EPMO Resource Library as the authoritative steward of all templates, process guides, and reference materials, ensuring content reflects current industry best practices and organizational standards. • Establish a regular content audit cadence to retire outdated materials, surface gaps, and continuously improve the quality and usability of the EPMO knowledge base. • Build a repeatable lessons-learned and retrospective framework that captures institutional knowledge across the project portfolio, supporting long-term organizational maturity. • Serve as a change enablement partner improving consistent application of the corporate change management framework within EPMO projects, enhancing supporting documentation, governance frameworks, and communication tools that prepare the organization for successful change implementation resulting from EPMO-led initiatives. • Translate complex project and operational processes into clear, executive-ready visual narratives, including process maps and workflow diagrams that make EPMO operations accessible to business stakeholders at all levels. • Develop executive storytelling assets that frame EPMO performance, portfolio health, and operational improvements in terms of business value and strategic impact. • Build and maintain an EPMO communications rhythm, including contributions to leadership presentations, monthly town halls, team recognition programming, and portfolio highlight content. • Other duties as assigned.

• Manage payoff requests from intake through completion with a high degree of accuracy • Triage incoming orders based on urgency, deal timelines, and external requirements • Monitor order progress and proactively identify issues that could delay completion • Follow up with mortgage companies via phone, email, fax, and online systems to obtain payoff amounts • Navigate varying requirements and response patterns across different institutions • Persistently and professionally move orders forward, escalating time-sensitive cases when needed • Provide clear, timely updates to customers (title, escrow, or internal teams) • Respond to inbound questions and resolve routine issues related to payoff requests • Set expectations clearly when delays or constraints arise • Maintain clean, accurate records in internal systems • Review payoff information for completeness and correctness • Identify recurring issues, edge cases, or inefficiencies and help improve workflows, documentation, and tooling over time