• Lead day-to-day service delivery operations across helpdesk, security operations, and engineering • Design, implement, and continuously improve scalable operational processes, workflows, and performance standards • Partner with executive leadership, sales, customer success, and project management to support growth, profitability, and long-term operational maturity • Foster a high-performing culture through the mentorship and guidance of Operations team leaders and staff • Oversee service delivery performance, including responsiveness, efficiency, communication, and issue resolution • Improve visibility into team performance with clear and transparent KPIs around ticket flow, escalations, and client-impacting issues • Help reduce reactive support volume through improved standards, documentation, and proactive management • Oversee the engineering, security and helpdesk functions to ensure customer deliverables are properly scoped, scheduled, staffed, and completed on time • Manage priorities across implementations, escalations, client initiatives, and internal projects • Ensure technical delivery aligns with company standards and best practices • Improve and maintain key operational processes including ticket lifecycle management, escalation governance, inter-team handoffs, project coordination, and documentation quality • Use KPIs, reporting, and operational data to identify issues and drive improvement • Strengthen the use of PSA, documentation, and service management tools to improve consistency and efficiency • Prepare and deliver executive and board-level reporting tied directly to operational performance, customer health, and delivery risk indicators

• Guide field CRM implementation and maintenance with CRM implementation vendor based on input with cross functional field colleagues (Sales, Medical Affairs, Market Access) • Guide commercial incentive compensation design and planning based on input from cross functional colleagues based on input from senior leadership & field leadership • Manage field alignment including field roster, zip to terr, HCO/HCP targeting and alignment and DCRs with input from field colleagues and analytics vendor. • Coordinate/manage sample operations and logistics with sampling vendor and field colleagues. • Work with fleet vendor to coordinate fleet operations and logistics along with field leadership. • Help train field colleagues on subnational data sources, reporting tools, CRM, sampling & fleet logistics • This role will report to Exec. Director of Business Analytics & CI.

• Provide comprehensive administrative support to the Indigo team, including correspondence with mentors and students interested in Indigo programs. • Ensure students stay on track by following up with students, mentors, and internal team members. • Implement and maintain Standard Operating Procedures (SOPs) to ensure consistency and operational efficiency. • Maintain and update student and mentor records and databases. • Assist with the mentor management, including communications. • Support the onboarding of new mentors, ensuring all required documentation is completed and mentors are fully equipped to support students. • Maintain mentor records, track performance, and collect feedback. • Assist in analyzing operational workflows and recommend process improvements to enhance efficiency. • Support the implementation of new service processes across the department. • Help track student progress and outcomes, ensuring data accuracy and timely reporting. • Coordinate the allocation of students to mentors, considering fit, availability, and location. • Provide timely guidance, updates, and support to mentors and internal teams when resolving allocation-related issues.

• Conduct structured research and comparative analysis of PSPs and payment methods relevant to the FX brokerage industry, including coverage, settlement models, risk/compliance posture, operational reliability, cost structures and UX implications. • Support competitor and peer benchmarking, and analyse PSP performance metrics (e.g. success rates, failures, latency, disputes) using SQL and Excel to identify patterns, risks and anomalies. • Prepare clear comparison tables and insight summaries to support decision-making by senior stakeholders. • Coordinate cross-functional onboarding activities for new PSPs, managing information flow between Payments, Legal, Finance, IT and other stakeholders. • Assist with onboarding packs, questionnaires and evidence collection by validating, organising and maintaining PSP documentation for legal, compliance and risk review. • Track onboarding progress, identify gaps or blockers, and summarise findings and open issues to support onboarding decisions. • Review PSP/API documentation and integration assumptions, and execute structured functional testing of payment flows, documenting expected versus actual behaviour. • Analyse integration issues and error patterns, and coordinate with IT and PSPs on clarifications, defect follow-up and escalation under guidance from senior staff. • Maintain structured records of integration behaviours, limitations and known workarounds to support ongoing operations and reduce rework. • Monitor PSP operational notices and support incident handling by documenting timelines, affected flows, impacts and observations from logs and dashboards. • Correlate incident data with other signals (e.g. user complaints, PSP status pages) and track incident progress with IT and PSP contacts. • Maintain and improve internal documentation in Confluence, converting fragmented knowledge into reusable documentation and supporting training or briefings when changes occur.