• Own Global Hotline Operations Lead the full lifecycle of hotline services, including telephony setup, IVR configuration, recordings, vendor coordination, and ongoing maintenance. • Ensure services scale reliably across regions, languages, and customer volume. • Act as the internal subject matter expert for hotline capabilities, constraints, and best practices. • Manage relationships with global telephony providers, call centers, and interpretation partners. • Provide ongoing feedback on agent protocols, call handling, and interpretation quality. • Resolve ad hoc vendor issues and ensure responsiveness for high volume and enterprise customers. • Support implementations by coordinating hotline setup, testing, and launch readiness. • Collaborate with Implementation Managers to ensure smooth, on time deployments. • Conduct routine hotline testing and maintain detailed audit logs.

• Input, maintenance, and improvement of Engineering and Technical Operations systems: resource tracking, project schedules, technical libraries, specifications, templates, metrics, and other applications • Support project development, design, commissioning, M&V, O&M, and close-out activities to improve project consistency and timelines, including pricing, scheduling, on-site activities, and deliverables • Project team technical support for root cause analysis and resolution of emerging issues • Assist construction project teams in rapid mobilization and initiation of final design documents • Project auditing and benchmarking through research, data analysis, site visits, etc. • Service phase monitoring and support for warranty, performance, M&V, or O&M related issues • Provide instruction to department personnel on various processes and skills, such as subcontracting, design review, QC, audit/as-built processes, field inspections, testing, and document management • Develop and maintain information systems, tools, and templates to improve process efficiency • Analysis of current Engineering and Technical Operations processes and procedures across departments • Maintain documentation and provide configuration management of processes and procedures • Take part in working groups to formalize standard procedures and deliverables within and across departments, provide analysis/input for process improvement • Collect and maintain Best practices/Lessons learned from current and historical projects, develop methods for collecting, storing, and sharing information for continuous process improvement • Manage Engineering and Technical Operations training efforts, maintain library of training resources, track topics presented, attendance, and identify/develop new materials for regular training sessions • Support identification, evaluation, and selection of new technologies and tools to increase efficiency • Provider inter-departmental cross training and mentorship to new hires and junior employees • Support the development and completion of detailed facility conditions assessments

• PO Management: Analyze, monitor and process POs (purchase orders), correcting tax, technical and contractual inconsistencies, and reporting status and improvement opportunities to relevant stakeholders; • Reports and KPIs: Produce biweekly and monthly reports on history, consumption, balances and supplier performance, tracking metrics and outstanding issues; • Handle procedures for fine approvals: Perform necessary actions for approval of fines, including historical analysis, report preparation and collection of evidence for fine reversals; • Communication and Resolution: Liaise with suppliers and internal teams to resolve PO-related issues and support contract negotiations and related discussions; • Closure and Filing: Regularize processes from PO issuance through supplier payment, ensuring correct filing and support for contract closure; • Meetings and Fines: Organize meetings, monitor action plans, and manage approvals and reversals of fines, preparing required reports and evidence; • Other activities necessary to support the management of operating and/or capital goods contracts.

• Lead operational strategy for national provider engagement programs, including onboarding, education, performance management, and support • Define what provider success looks like nationally, including success metrics, KPIs, and performance standards • Translate value-based care strategy into scalable, repeatable operational processes • Establish and evolve core provider success workflows, playbooks, and engagement models • Approve changes to core provider success processes, tooling, and engagement approaches • Set national priorities, sequencing, and investment focus for provider success initiatives • Translate enterprise strategy into clear expectations and priorities for regional provider success leaders • Provide strategic frameworks, tools, and guidance for consistent account planning and execution • Ensure alignment between national standards and regional execution, balancing standardization with local market realities • Partner with regional leaders to identify systemic barriers impacting provider success and drive cross-functional solutions • Build, lead, and develop a high-performing national provider success operations team • Establish clear goals, accountability structures, and performance management tied to national outcomes • Support national growth through scalable operational and account management models • Contribute to enterprise planning for new market launches, program expansions, and provider network growth • Provide interim leadership support to field teams during periods of expansion or transition, as needed