• Create and manage detailed itineraries for high-end clients (individuals and groups) • Coordinate complex bookings and logistics • Handle correspondence with clients and suppliers via email/WhatsApp and phone when needed • Act as an emergency point of contact for traveling clients when the team is unavailable • Build and maintain a supplier database (global suppliers) • Maintain a CRM-style database

CopilotIQ is delivering the first AI-driven platform for the 60 Million older Americans with chronic conditions like diabetes, CHF, and hypertension, with a goal of adding five great years to their lives. CopilotIQ is using connected devices, mobile applications, and a clinician management and automation app to build a longitudinal understanding of patient health to drive artificial intelligence. The system is using predictive analytics with a biomarker feedback loop to build a flywheel for continual improvement. Much like a pilot has a computer and person sitting next to them to ensure they stay safe, we believe every patient deserves to have someone watching over them and ensuring they are healthy What is the Director, Operations role? As the leader of all customer-facing operational functions at CopilotIQ+Biofourmis, you will drive the evolution of our customer and vendor support functions as we transform from a tech-driven service into a software-driven platform. Our mission is to create seamless, orchestrated healthcare experiences, requiring support for both customers (hospitals and patients) and vendors (clinicians, logistics, in-home services). This role is responsible for balancing execution and strategic leadership, ensuring that our support team operates at peak efficiency while working cross-functionally with Product, Engineering, and Operations to drive automation, self-service, and scalable solutions. Success in this role means: Enhanced customer satisfaction by improving first-response times and resolution effectiveness. More scalable and efficient support operations through automation and self-service solutions. Reduced manual escalations as the team implements smarter knowledge systems and proactive issue resolution. A well-structured support organization that seamlessly serves customers and vendors, continuously improving processes and service quality. This is a leadership role reporting to the Chief Operating Officer, with direct oversight of all Level 1 and Level 2 support teams. You will own support strategy, efficiency, and automation while working closely with Engineering for Level 3 escalations and Product for support tooling improvements. What you’ll be doing: Lead and scale support operations, ensuring that support structures and workflows evolve to maintain high service quality as the business scales without requiring proportional headcount increases. Define and refine support models that serve multiple stakeholders – hospitals, patients, and vendors – ensuring each group receives the right level of assistance while minimizing friction. Optimize operational efficiency and automation by implementing self-service tools, AI-driven solutions, and workflow automation, reducing manual workload while maintaining high customer satisfaction. Manage and develop a high-performing support team, fostering a customer-obsessed culture while ensuring structured onboarding, training, and performance management to drive team effectiveness. Work cross-functionally with Product and Engineering to influence platform enhancements, ensuring that common support issues are resolved through product improvements and that engineering escalations are handled efficiently. Support vendor coordination alongside Service Operations, ensuring vendors receive appropriate support while service leaders maintain direct accountability for vendor relationships. Leverage data to drive continuous improvement, tracking key support metrics (CSAT, resolution time, ticket deflection, and operational efficiency) to proactively address pain points and enhance service quality. What you’ll bring

• Maintain the integrity of client/matter master files • Monitor daily department requests • Identify areas for process improvement • Enter and maintain accurate client/matter records in Elite • Operate the Intake Services inbox and phone line • Process engagement letters via DocuSign • Provide support for end users of the Firm’s New Business Intake (“NBI”) system • Serve as first point of contact for end-users

• Lead process improvement efforts for small and medium scope projects, including current state assessment, future state design, and implementation planning • Own assigned workstreams within larger initiatives and coordinate timelines, deliverables, and communication • Analyze business processes to identify inefficiencies, pain points, and risk, and use data to support sound recommendations • Review trends and metrics that inform decisions and help monitor outcomes of process changes • Develop and update process documentation, SOPs, workflows, and templates that support training and consistency • Facilitate working sessions with subject matter experts to map processes, identify root causes, and create practical solutions • Partner with leaders and team members across departments to understand operational needs and align improvements with ARB objectives • Prepare and deliver communication that summarizes findings, recommendations, and project status for varied audiences • Support training and change management activities for updated processes, including job aids and walkthroughs • Monitor implemented changes, gather feedback from end users, and recommend adjustments that support long term adoption