• Strategic management of large or complex client accounts with a focus on Sponsored Products, Sponsored Brands, Sponsored Display and, where applicable, DSP • Development and implementation of cross-channel campaign strategies to achieve defined KPIs (TACoS, ROAS, revenue, brand awareness) • Independent budget and forecast planning, including seasonal performance management • Preparation and presentation of quarterly or annual strategies (roadmaps, performance forecasts, action recommendations) • Subject-matter sparring and coaching of Advertising Specialists and Junior Managers • Active contribution to internal processes, quality standards and scaling strategies • Close collaboration with team leads, executive management and other departments (Content, Creative, Project Management) • Identification of new levers, formats and tests for continuous performance optimization

• Lead, mentor, coach, and manage CTMs/PCTMs/MCTMs to support skill development, performance, and career growth in line with Precision for Medicine quality standards. • Provide leadership and oversight across clinical programs, including clinical trial oversight where applicable. • Partner with Clinical Operations leadership and cross-functional teams to improve CTM processes, quality, consistency, efficiency, and KPI achievement. • Collaborate with Resourcing to ensure appropriate staffing and resource allocation. • Set strategic action plans and provide ongoing performance feedback, technical guidance, and developmental support to direct reports.Ensure CTMs have appropriate training, tools, systems access, and resources to meet role expectations. • Identify quality risks, recommend corrective actions, and escalate issues as needed to leadership, PMs, and DPMs.Ensure compliance with SOPs, regulatory requirements, project plans, and quality standards. • Develop and update Clinical Operations SOPs, templates, and work instructions; contribute to clinical documentation as needed. • Support CTM hiring, onboarding, and training in collaboration with HR and Learning & Development. • Promote Precision’s values and complete additional duties as assigned by leadership.

• Drive Operational Rigour and Delivery Excellence • Own end-to-end accountability for Delivery Services, including scoping accuracy, delivery-to-scope, and delivery-to-budget • Improve time-to-value (TTV) and reduce time-to-launch (TTL) across all customer engagements • Drive utilisation and resource efficiency across the team • Get into the details where needed: proactively managing risks, removing blockers and acting as a point of escalation from a Services perspective for customers and internal stakeholders alike • Establish and enforce best-in-class delivery processes, tooling and governance • Lead Innovation and Function Evolution • Own the continuous evolution of the Delivery Services function, ensuring it keeps pace with customer needs, company growth and market expectations • Maintain a clear, honest view of where the function is strong and where it needs to improve and take action accordingly • Set the direction for how Delivery Services should operate at-scale and ensure that direction is reflected in how the team actually works day-to-day • Drive meaningful, lasting improvements to how we deliver services: not just ideas, but changes that stick and raise the bar • Make AI Core to How We Operate and Deliver • Define how AI should be used across Delivery Services, both internally and in customer engagements • Ensure AI is used to meaningfully improve efficiency, consistency and quality of delivery • Set expectations for the team on where and how AI should be applied and hold a high bar for adoption • Bring a clear, practical point of view on how AI reshapes professional services at Fivetran • Lead, Motivate, and Elevate the Team • Build a high-performing team culture with good vibes • Coach and develop team members through regular 1:1s and structured career development plans • Set clear expectations around performance, accountability and attention to detail • Create an environment where the team can do their best work and enjoy doing it • Bring Technical and Industry Credibility • Act as a point of escalation for complex technical or delivery challenges • Provide guidance on architecture, implementation strategy and best practices • Partner effectively with technical stakeholders internally and externally • Stay close to industry trends and bring informed perspectives into how we evolve our services

This is a remote position. Candidate may reside anywhere within the United States and will be expected to work Central Standard Times. Must be a US Citizen. This position works directly with PMO leadership team on highly visible, strategic projects to support the delivery of the MFLC contract. The role requires managing complex, evolving objectives and troubleshooting driven by the MFLC program needs. Manages the MFLC Service Center staff responsible for responding to telephone inquires from MFLC field and program management office staff included but not limited to 1) access to use of technical applications required to perform job functions, 2) location and navigation of technical resources/tools, and requests for supplies (smartphones, record keeping tools, marketing materials, table-top displays). - Provides technical solutions to global issues that arise with the MFLC population including training to the field staff and providing communication. - For all new and amended client requirements, implement business process(es) to meet and exceed client expectations. Provides resource material for Program Management Office (PMO) as well MFLC population. - Coordinates with cross functional teams within the PMO to make enhancements to all platforms utilized in the program (Salesforce, Deltek Costpoint, etc) to improve not only the internal staff experience with the product but also the MFLC user. - Drives complex inventory tracking system development for government property that ensures contract compliance as well oversees creation of business protocol of the same. - Participates as a Subject Matter Expert in various training workstreams to PMO and field staff. Provides guidance as it pertains to SC Operations. - Evaluates and oversees the smartphone inventory. Provides weekly documentation to senior leadership which is provided to the client. - Implements best practices for initial user set up. Coordinates with various enterprise teams to strategize process improvement. - Hires and trains service center representatives, phone administrator and IT Production Operation Specialist. - Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, response time and other performance issues. - Measures individual and team performance against productivity, customer satisfaction, quality, and other established performance standards. - Provides routine communication of productivity statistics along with coaching/improvement action plans if warranted, both individually and team focused. - Trends call types to identify potential system wide problems, and reports trends to MFLC leadership. Creates resolution teams, participates in identifying resolution strategies to address system wide problems, and monitors progress towards completion of resolution plans. - Coordinates with field staff supervisors to provide smooth onboarding and orientation and continued positive working experience for newly hire counselor field staff. - Identifies and develops tasks for service center representatives to complete that improves the overall MFLC operation and reduces administrative burdens from other departments. - Builds, establishes, and maintains open lines of communication and positive working relationships with MFLC and Magellan wide staff (e.g. IT, HR, PR) who may lead, assist, and/or facilitate problem solving and determination of solutions to address technical barriers experienced by counselor and program management staff. In addition, maintains positive working relationships with vendors that support the program. - Oversees inventory of technical and documented materials, and ensure cost efficiencies of the same. The job duties listed above are representative and not intended to be all-inclusive of what may be expected of an employee assigned to this job. A leader may assign additional or other duties which would align with the intent of this job, without revision to the job description. Other Job Requirements Responsibilities Bachelor’s degree in technical field or business administration. A Combination of Education and Work Experience may be considered. 5+ years of project management and 2 + years of of experience working at help desk/or resolving complicated technical issues with smartphones and technical applications. 2+ years of management/leadership experience. Knowledge of call center operations. Working knowledge of technical operating systems, including cloud-based. Working knowledge of mobile communication tools (e.g., smartphones, tablets). Basic statistic and analytical skills. Basic Microsoft Office tools (Excel and PowerPoint). Excellent Organizational skills. Superior Time Management skills. Good communication skills, both written and verbal. General Job Information Title Manager, Service Center, MFLC Grade 26 Work Experience - Required IT, Management/Leadership, Project/Program Management Work Experience - Preferred Education - Required A Combination of Education and Work Experience May Be Considered., Bachelor's - Business Administration, Bachelor's - Computer and Information Science Education - Preferred License and Certifications - Required License and Certifications - Preferred Salary Range Salary Minimum: $70,715Salary Maximum: $113,145 This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.