• Implement and maintain a scalable job architecture and leveling framework that supports our growing organization across multiple locations, for remote and in office roles • Lead comprehensive market benchmarking initiatives for base salary, variable compensation, and equity across all roles and geographies • Partner with People Business Partners, Talent Acquisition and business leaders to provide compensation guidance on offers, promotions, and adjustments • Conduct regular compensation analysis and produce detailed reports, including pay equity analyses, competitive positioning, and budget planning • Develop and refine compensation philosophy, policies, and guidelines that align with company values and market trends • Manage compensation review cycles, including merit increases, promotion cycles, and equity programs • Stay current on compensation trends, regulatory changes, and best practices across our operating geographies • Oversee day-to-day administration of benefits programs including health, dental, vision, 401(k), life insurance, disability, and other employee benefits • Manage relationships with benefits brokers, vendors, and carriers to ensure excellent service delivery and cost effectiveness • Lead annual benefits renewal process, including vendor negotiations and plan design recommendations • Ensure compliance with all federal, state, and local benefits regulations (ERISA, ACA, COBRA, etc.) • Evaluate and recommend new benefits offerings based on employee needs and market trends • Create clear, engaging communications about total rewards programs to ensure employees understand and appreciate their compensation and benefits • Serve as a subject matter expert and point of escalation for complex compensation and benefits questions • Partner with Finance on total rewards budgeting and forecasting

• Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners • Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting • Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations • Partner cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to optimize WFM tools, processes, and policies, modeling and communicating the impact on efficiency, costs, and SLAs • Serve as the organization’s workforce subject-matter expert, using data storytelling to influence senior stakeholders, drive operational decisions, and lead change management for workforce-related initiatives and tooling • Be a strong, passionate people manager focused on teaching, supporting, mentoring, and growing your employees

• You will be responsible for overseeing the provider performance and escalations team • Advise the team in investigating and resolving care complaints and grievances about providers • Promote quality of care by conducting audits and quality assurance reviews • Participate in the process of monitoring providers to assess contract compliance and best practices. • Track key quality metrics in order to identify risk areas, strengths, improvements needed to drive outcomes • Use data-driven insights to suggest plan of action for quality improvement initiatives • Provide training, clinical coaching, or other interventions with providers, as needed. • Drive team efficiencies through use of innovative technology • Help maintain SH Provider Policy Guide to maintain compliance with all legal, regulatory, and payer requirements • Monitor clinical program activities to ensure adherence to clinical procedures and standards. • Assist in developing reporting mechanisms to evaluate standards of compliance and quality of care, establishing review criteria, recommending standards and measures • Work closely with cross-functional partners to proactively strengthen and improve quality of care and quality of services systemically through innovation • Lead and/or participate in additional projects as assigned. • Embrace flexibility and adaptability when priorities shift based on clinical or business needs

• Map recruitment needs for seeker coaches • Conduct structured, thorough interviews assessing technical skills, motivation, and cultural fit • Ensure an excellent candidate experience from first contact through onboarding • Coordinate offer and hiring processes with the Backoffice Manager, ensuring legal and contractual compliance • Analyze and optimize recruitment metrics (time-to-hire, candidate quality, retention) • Design and execute Employer Branding initiatives in coordination with the marketing team (campaigns, social media, events, partnerships) • Design the onboarding process for new joiners and facilitate kick-off • Facilitate kick-off and initial training for seeker coaches • Coordinate the transition of new joiners to team leaders • Analyze and optimize onboarding and training metrics