• Lead the strategy, performance and execution of all centralized operational functions to enable our care model performance, as well as our multi-market expansion • Establish KPIs, dashboards, and performance framework to drive strong processes with operational visibility across the company and our community operations • Design multiple new processes that will launch at a national scale across engagement and care model; will lead the process through from design/ideation to implementation to ongoing execution and oversight • Lead the operational strategy and execution of multiple value drivers across our business (such as benefits support & accurate clinical documentation), as well as as HEDIs and total cost of care interventions • Report directly to the COO and partner with a clinical dyad partner (Sr. Director of Central Clinical Programs), while meaningfully collaborating with community operators and support teams across the org • Lead, mentor and actively develop leaders across the central operations team, as well as acting as an informal leader and partner to leaders in community operations • Galvanize and foster a high-performing, inclusive, and supportive employee culture, driven by and visibly embodying the firsthand values

• The Area Manager oversees and ensures safe and efficient operations and maintenance of all Seven Seas Water assets in the region. • This is a technical role focused on meeting or exceeding contractual obligations. • This person manages all Seven Seas Water personnel within the region. • Lead and improve the Environmental Health and Safety culture to achieve best-in-class results. • Review/recommend/implement/maintain Environmental Health and Safety initiatives. • Troubleshoot system faults for efficient repair to ensure operational reliability. • Review and approve all expenditures in the Region. • Oversee water system piping, pneumatic, and electrical, system repairs including high pressure systems. • Prioritize, organize, and oversee work for the regional team. • Ensure quality of work of all direct reports. • Ensure all preventive maintenance programs are completed on time and documented. • Provide ongoing training to operators, engineers, and plant managers on operational best practices. • Sponsor and own Engineering/Operations projects for reliability and cost improvement. • Oversee human resource management at the various facilities throughout the region. • Work cross-functionally with Process Engineering, Project Management, Field Services, and Business Development teams.

• Responds promptly to incoming lead communications (calls, emails, web appointments, and voicemails), delivering high-quality customer service. • Serves as a first point of contact for prospective learners and current learners, ensuring accurate information sharing and full FERPA compliance. • Collaborates cross-functionally to keep contact information and learner records up to date, supporting smooth communication and learner engagement. • Accurately enters and maintains data in the learner management system (LMS) and customer relationship management (CRM) platforms in real-time. • Identifies and merges duplicate records in the LMS and CRM systems, improving data accuracy and operational efficiency. • Processes learner applications, enrollment updates, payments, and refunds, ensuring compliance with policies and timelines. • Audits new learner documentation to ensure completeness and compliance with accreditation standards. • Provides a daily activity report (DAR). • Identifies and makes recommendations on areas of improvement in processes or policies. • Supports cross-functional projects, demonstrating flexibility and a willingness to learn beyond core responsibilities, as they arise.

• Lead the operational design, launch, and scale of new verticals (Longevity, TRT, HRT, ED, Sleep, and future programs), ensuring readiness across workflows, support, communications, quality, and compliance. • Build scalable, repeatable frameworks for launching new D2C care models, tailored to the clinical and regulatory needs of each vertical. • Own end-to-end patient journey mapping, identifying friction points and driving solutions pre- and post-launch. • Partner cross-functionally with Product, Clinical Operations, Engineering, Marketing, Customer Success, and partner brands to deliver seamless, brand-aligned patient experiences. • Design and oversee omni-channel patient engagement and support strategies across SMS, chat, email, in-app, and voice. • Build and optimize patient communication flows including onboarding, education, visit guidance, reminders, and retention initiatives. • Drive personalized engagement strategies that improve conversion, adherence, satisfaction, and long-term retention. • Establish analytics and reporting frameworks to measure patient experience, engagement, retention, quality, and operational performance. • Analyze structured and unstructured data (surveys, reviews, tickets, call summaries) to identify experience gaps and improvement opportunities. • Translate patient and operational insights into actionable recommendations for product, clinical, and operational teams. • Define and manage KPIs, SLAs, QA processes, and coaching programs to improve efficiency, quality, empathy, and brand adherence. • Serve as the operational leader for new programs, reporting performance and risks to executives while managing teams across engagement, analytics, quality, and operations.