• Interviews and hires Student Success Coaches using approved processes. Develop all new hire training materials and on-boarding plans. • Supervises, trains, and evaluates the Student Success Coaches, providing ongoing one-on-one professional development and performance feedback based on KPIs. • Assigns the Student Success Coach team to the retention and outreach of students through the student life-cycle up to graduation. • Develops and implements advising best practices, protocols, and quality assurance measures to assist Student Success Coaches to meet the department and institution goals. • Acts as a subject matter expert and conduct ongoing group and one-on-one training as needed to ensure Student Success Coaches develop the critical skills to perform their jobs, including a deeper understanding of full-service advising. • Routinely conducts call reviews to ensure Student Success Coaches follow the prescribed onboarding and student escalation protocols. • Works collaboratively across departments to ensure student concerns are addressed timely and within policy guidelines. • Assigns student caseloads and manage team workflows to ensure equitable distribution and coverage. • Manages escalated student concerns and reports them to the Director, as needed. • Develops and implements engagement activities for the team to foster positive morale and a student-centric environment that aligns with the college’s core values of passion, innovation, social responsibility and integrity. • Coordinates with the Director on creation and implementation of department policies and procedures. • Collaborates with the Director and team on the design, schedule and delivery of communication to students to foster student engagement and support.

• Leads Accreditation survey readiness program for ACHC & URAC Accreditations with duties including but not limited to: Performing gap analyses; Preparation of URAC and ACHC compliant policy and procedure manual; Preparation of URAC Desktop submission and uploading to AccreditNet; Provide assistance with set up of ACHC Customer Central and submitting the PER Checklist; Facilitating survey readiness activities such as mock audits, training, and the development of corrective action plans; Participating in Quality Management Committees and Quality Management Program activities such as Quality Improvement Projects (QIPs) and collection of Performance Indicator (PI) data; Actively preparing and participating in on-site surveys, including coordination of agendas, assigning tasks, tracking activities, and preparation of documentation to be presented during the survey.

• Conduct phone and onsite sales presentations to prospective clinics • Perform customer follow-up calls, visits, and administrative support to increase growth, revenue, and utilization of eScreen products • Ensure clinics provide outstanding service to eScreen national customers • Execute goal and objective strategies as established by leadership • Coordinate and perform marketing training sessions for clinics’ sales and marketing team • Troubleshoot problems with clinics and facilitate resolution • Coordinate necessary marketing materials and support provided to a clinic customer • Introduce sales and marketing campaigns as it relates to new sales and product upgrades • Perform onsite training and technical installation of hardware and software when needed • Consistently monitor clinic revenue and utilization reports within the territory • Articulate territory details regarding clinic productivity • Use customer relationships to promote additional products and services • Work closely with the training team to ensure clinic trainings are completed • Scoreboard each clinic in territory to track growth • Complete all department administrative procedures and meetings

• Act as the AWS subject matter expert, providing leadership and guidance to internal teams • Coach, mentor, and develop junior AWS team members while setting clear goals and expectations • Conduct regular performance reviews, 1-on-1 meetings, and personal development planning • Manage project resource staffing, utilization, and capacity planning while actively contributing to talent acquisition • Drive hiring strategies to support organizational growth • Build and lead high-performing teams, fostering a collaborative and motivated work culture • Establish and oversee OKRs, ensuring alignment with business objectives • Collaborate with business leaders to prioritize initiatives and drive impactful outcomes • Represent the company and team in talent acquisition efforts, analyzing cultural fit and promoting an engaging and inclusive workplace • Balance people management responsibilities with individual contributions as an AWS Solution/Technical Architect • Demonstrate deep expertise in AWS infrastructure, security, and compliance, ensuring alignment with best practices and regulatory requirements • Architect, implement, and optimize AWS solutions, focusing on scalability, cost-efficiency, and resilience • Oversee cloud governance, automation, and DevOps best practices to enhance operational efficiency • Lead complex AWS projects, integrating services like Amazon Connect, Amazon Lex, AWS SageMaker, Amazon Q, and Amazon Bedrock • Drive innovation in Cloud Contact Center as a Service (CCaaS) by leveraging AWS and third-party platforms (Genesys, Twilio, Avaya, NICE CX, TalkDesk, Five9, RingCentral) • Ensure seamless integration between Amazon Connect and Salesforce Service Cloud (SCV BYOA, SCV Bundle) • Identify and address technical challenges, proactively resolving roadblocks for teams • Advocate for AWS best practices and provide technical leadership in solution design