• End-to-end service operations • Identify where things slow down, break, or silently fail and fix them permanently • Design workflows for credentialing, authorizations, and RCM that can scale across states • Create visibility into operationally created, delayed, or lost revenue • Drive cross-functional execution with clinical, recruiting, product, finance, and growth teams • Define and drive the metrics that actually determine company health • Build and lead the operations team.

• Coordinate scheduling across the HSTC network, reviewing upcoming availability and capacity requirements. • Collaborate with Workforce Management team on Speaking Examiners’ allocation forecast. • Monitor the utilization of HSTCs and recommend adjustments or expansions based on demand. • Manage accurate submission of invoices for HSTCs, verifying exam volumes and facilitating timely payments. • Coordinate with internal teams, to manage unforeseen events ensuring minimum impact on candidates and stakeholders. • Oversee CCTV monitoring across HSTCs to ensure ongoing compliance with regulatory standards. • Handle requests from HSTCs regarding changes in setup or personnel, directing them to the appropriate internal teams. • Proactively identify and communicate quality-related observations or opportunities for improvement to the relevant teams. • Conduct visits to High-Stakes Test Centers to assess operations, ensure adherence to company standards, and provide on-site support for continuous improvement.

• Oversee the operational delivery of BAFT’s on-demand certificate and custom training programs, managing project timelines, milestones, and deliverables with instructional designers, content director, trainers and other stakeholders. • Coordinate across internal BAFT teams to ensure smooth launches and updates. • Track dependencies, deliverables, and status updates to ensure all project elements are completed on time and within scope. • Serve as the main point of contact for 3 rd party providers (ie. instructional designers and trainers), QA testing, and post-launch maintenance. • Support Logistics Director on workshops, webinars and other custom training programs. • Manage course setup and configuration in the Elevate LMS, ensuring accuracy in pricing, descriptions, and course content. • Act as first-line of support for student access, enrollment, and payment issues. • Generate and distribute LMS performance reports (enrollment, completions, revenue, student progress).

• Oversee end-to-end ICSR collection, processing, reconciliation, and reporting of post-marketing cases. • Ensure global compliance with pharmacovigilance regulations, including timely ICSR submission, high-quality case processing, and support for aggregate reporting. • Provide oversight and support of the PV vendor activities, including but not limited to the establishment and monitoring key performance indicators (KPIs) and vendor audits. • Serve as the primary point of contact for CRO pharmacovigilance teams, ensuring clear communication, accountability, and delivery of safety obligations. • Collaborate with stakeholders to ensure alignment of PV strategy, compliance, and status of the PV system. • Support development and maintenance of internal PV policies, SOPs, training programs, and the maintenance of the pharmacovigilance system. • Support safety signal detection activities and participate in safety governance committees. • Participate in regulatory inspections and PV audits to ensure quality, integrity, and compliance with pharmacovigilance and safety reporting requirements. • Lead the development and maintenance of Safety Management Plans (SMPs) and Pharmacovigilance Agreements (PVAs)/Safety Data Exchange Agreements (SDEAs). • Support and oversee deviation and Corrective and Preventive Action (CAPA) activities related to, but not limited to, expedited and periodic reporting activities, deviations related to case management processes. • Contribute to the preparation and submission of safety reports including but not limited to RMPs, DSURs, PSUR/PBRER, PADER, and PSMF. • Develop and author responses to PV-related health authority inquiries and other regulatory communications. • Other duties as assigned.