• Portfolio Reporting & Monitoring - Maintain a weekly implementation portfolio view across all active implementations — covering RAG status, cycle time by product line, projected go-live dates, and IS capacity utilization. Build and maintain the ClickUp dashboards, list views, and custom fields that give real-time visibility into portfolio health. Ensure the data is clean, current, and trustworthy. • Theme Identification & Analysis - Synthesize data from ClickUp, HubSpot, and Pendo into a regular themes brief for the VP of Implementation. Not a data dump — a narrative. What is the data telling us? Where are implementations stalling? Which product lines are trending red? Which customer segments are highest risk? Flag anomalies before they become fires: deals that are off-pace, handoffs with missing data, go-lives likely to slip. • Leadership & Board Readout Support - Own the data preparation for QFE slides, L10 scorecards, and board-level implementation metrics. Ensure every number is accurate, consistent, and told with the right context. Build and maintain the single source of truth for implementation KPIs: cycle time by product line, on-time go-live rate, IS capacity and utilization, NPS at go-live and CS handoff, time-to-first-value, and sales-to-kickoff lag. • Data Integrity & Operational Cadence - Audit ClickUp data quality on an ongoing basis — ensure Implementation Specialists are logging correctly, dates are accurate, and project boards reflect reality. Build the operational cadence that makes reliable reporting possible: what gets logged, when, by whom, and how it flows into the reporting layer. Partner with the Director of Implementations to ensure process documentation accuracy aligns with how work is actually tracked. • Cross-Functional Data Liaison - Pull HubSpot deal data to track sales-to-implementation handoff quality and time-to-kickoff trends. Pull Pendo usage data to surface adoption signals that correlate with implementation health. Coordinate with Finance and Operations on implementation labor cost data when needed to support capacity modeling and planning.

• 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.