• Own and execute end-to-end benefits operations including onboarding, off boarding, eligibility management, contribution adjustments, reconciliations, and reporting. • Manage complex or non-standard benefits scenarios, including eligibility edge cases, retroactive changes, multi-project consolidations, and escalations. • Ensure benefits data is entered accurately, completely, and on time to support compliant withholdings and reporting. • Serve as a primary point of contact for third-party benefits providers, ensuring accurate and timely data exchange and issue resolution. • Oversee and validate weekly and ad hoc reports sent to third-party benefits providers. • Conduct detailed audit reviews to ensure: - Accurate calculation of benefit withholdings, caps, and consolidations across projects - Correct capture of benefit eligibility and enrollment status - Alignment between internal systems and external provider records • Identify trends or recurring discrepancies and drive corrective actions. • Handle advanced customer inquiries and escalations via phone and email with professionalism and subject matter expertise. • Translate recurring issues and learnings into process documentation, FAQs, and training materials. • Partner closely with Enablement to upskill Customer Success, Sales and other internal teams on benefits workflows and policies. • Proactively identify opportunities to improve benefits operations, systems, and customer experience. • Lead or support process redesign efforts as the benefits program evolves, including documenting SOPs and implementing scalable solutions. • Provide feedback and recommendations to Product and Operations leadership based on operational insights and customer impact. • Act as a mentor and knowledge resource for Benefits Operations Specialists and adjacent team members. • Support onboarding and training of new hires within Benefits Operations. • Partner cross-functionally with Customer Success, Payroll Operations, Product, and Legal/Compliance to ensure alignment and operational excellence.

• Actively create, improve, and document scalable, agile processes to ensure our design and product teams are aligned and operating at an excellent rhythm. • Serve as the connective tissue between design, product, engineering, data, and executive leadership to facilitate communication, align on project timelines, and identify opportunities for increased efficiency. • Partner with stakeholders to identify and resolve operational roadblocks, streamlining workflows to help design and product teams deliver as much as they can. • Provide excellent communication to the broader business on product updates and release timelines. Gather product signals from customer-facing teams and external sources to help inform product strategy. • Customer behavior, sentiment and conversion are all critical data points to building the best possible product. Centralize and operationalize product data to inform our roadmaps and product strategy. • Act as a subject matter expert for our design tools (e.g., Jira, Figma, Asana), providing support and ensuring they are configured to enable efficient workflows.

• Meet and exceed all sales and operational KPIs, ensuring continuous market growth. • Gather and communicate market intelligence and insights to corporate partners. • Develop partnerships with key stakeholders to drive KPIs. • Analyze reports and identify opportunities to increase revenue and market share within the assigned market. • Work closely with retail sales associates, managers, and local industry leaders. • Facilitate logistics for large group training sessions for retail sales associates and managers. • Execute national go-to-market strategies for all product launches. • Collaborate with 3PL partners to address staffing and performance management.

• Assist in daily operational tasks and ensure effective communication between teams. • Support data entry, management, and reporting efforts to maintain accurate company information. • Help coordinate company events and meetings to ensure all logistics are in place. • Maintain and improve administrative processes to enhance productivity and efficiency. • Respond to internal and external inquiries in a timely manner, providing excellent service and support.