• Writes, edits, proofreads, researches and updates national-level content to ensure clear, accurate, strategic and compelling communications for various channels, including print, video, digital and social media. • Contributes strategic writing support to national-level marketing and branding materials to ensure quality and consistency of messaging. • Supports the editorial strategizing and operationalizing of wish storytelling in partnership with the Storytelling Strategy team and chapters. • Actively collaborates on impactful testimonials that will underpin revenue-driving activities across the enterprise. • Gathers diverse constituent experiences to best support storytelling for revenue-driving needs, including through wish family interviews. • Provides management of freelance writers as needed, ensuring clarity, professionalism, quality and consistency in brand voice and style. • Maintains costs in line with departmental budget. • Actively ideates and coordinates with stakeholder teams across the National Make-A-Wish team to conceptualize and execute a wide variety of creative projects. • Assists the production process to ensure written materials receive the appropriate approvals for content, medical, statistical and policy accuracy. • Follows the Creative Team workflow process, including use of team’s project management tool, for all projects. • Adheres to brand tone, messaging and voice guidelines. • Performs other job-related duties, as assigned.

• Conduct weekly systematic reviews of client accounts using a risk model, track changes, and prepare detailed write-ups on invoice aging, payor trends, MCA balances, and compliance status. • Post structured client risk updates, coordinate with cross-functional teams, set funding blockers, and conduct payment audits to resolve anomalies. • Prepare monthly AWAC aging reports, annotate claimable balances, document non-claimable items, and participate in credit insurance broker calls. • Monitor compliance requirements, open and manage Salesforce cases, escalate non-responses, and enforce funding holds for tax liabilities or compliance gaps. • Summarize weekly client reviews into monthly portfolio reports, align narratives with the Portfolio Manager, and finalize presentations with the data team. • Collaborate with Account Management, Collections, and other teams on client risk issues, respond promptly to follow-ups, and contribute to process improvements.

• Plan, coordinate, and enhance training and development programs across the organization • Collaborate with sales teams to identify training needs and coordinate training resources • Manage Learning Management System (LMS) and track training activities • Evaluate training effectiveness and make necessary improvements based on feedback

• Lead high-performing distributed delivery teams, fostering a culture of excellence, accountability, and collaboration. • Act as the operational bridge between onshore stakeholders and offshore development teams, ensuring clear communication and cohesive execution. • Provide mentorship and guidance to delivery leaders, project managers, and engineers. • Own the end-to-end delivery of multiple concurrent client engagements, ensuring scope, budget, timeline, and quality benchmarks are consistently met. • Define and track delivery of KPIs, using data to drive decision-making and continuous improvement. • Manage project execution with a proactive risk management approach, resolving issues before impacting outcomes. • Serve as the primary client in contact for delivery-related matters, building trusted, long-term relationships through transparent communication and consistent results. • Conduct regular client check-ins and executive briefings to report on progress, blockers, and strategic opportunities.