• Lead the evolution of our support organization as a strategic Director of Support Operations • Architect a scalable, high-performance function that handles increasing volume through automation and technology rather than linear growth • Proactively identify and remove bottlenecks in operational architecture • Transform complex topics into a persuasive narrative for executive governance and stakeholder influence • Manage relationships with external data vendors and internal stakeholders • Cultivate a high-performing culture and empower team innovation through hands-on coaching • Drive issue resolution through deep healthcare data proficiency and oversee incident management

• Be the “Go-to-Person- for IT helpdesk requests • Diagnose and provide IT support for staff as required • Work with the HR and Security team to manage onboarding and offboarding activities • Set up and deploy laptops, devices, software, and other hardware • Assist with shipping and receiving of hardware assets • Manage MDM systems, including BYOD • Maintain the firm's inventory of all IT assets • Manage and secure endpoint devices at the direction of the Security Team • Provide training to staff on IT-related topics • Assist with change management and procurement activities • Other related duties as required

• Plan, implement, and manage highly strategic commercial activities and pipeline to short and long term business goals and annual revenue targets • Manage day-to-day operations for high-profile, strategic cruise accounts including promotions setup, performance health monitoring, merchant and customer support, and ongoing initiative preservation • Work closely with the teams to lead & attend meetings to monitor, troubleshoot, collaborate to solve issues, and communicate impacts/progress to internal/external stakeholders • Synthesize data such as performance metrics, credit metrics, and overall feedback to make effective recommendations • Serve as liaison between the Cruise Commercial business and Legal, Compliance, Fraud, Product, Analytics, Customer Service, and Underwriting/Credit teams, ensuring alignment and collaboration • Leverage Artificial Intelligence (AI) and automation to optimize business processes, reduce waste, improve quality, and enhance overall efficiency • Utilize your excellent organizational and time management skills to ensure projects remain on schedule

• Manage core administrative processes for the EC team, including procurement, contracting, vendor management including payment, petty cash, and logistics support, and support response teams with administrative needs • Develop, maintain and improve procedures and systems for operational documentation, financial tracking, procurement files, and compliance logs. • Ensure all team and response operational and admin processes are aligned with global policies and procedures. • Develop and maintain a centralized repository of templates, SOPs, decision memos, tools, and good practices for both team operations and response admin. • Provide surge capacity during the earliest phases of crisis responses, acting as an additional operator supporting scoping, setup, and early implementation. • Run or support the “back office” of a response launch, including procurement, vendor coordination, logistics, travel, and financial tracking. • Maintain compliance with GD policies and operational standards throughout response activities. • Capture lessons learned during responses and contribute inputs to post-response debriefs and product improvements. • Support management of crisis response surge rosters, ensuring a systematic approach to deployments and fostering a learning mindset.