• Coaching and Development – build & maintain a highly engaged & high performing operational team • Ability to accurately assess talent against expectations of the role and cultural engagement • Drive high employee engagement and retention by maintaining and creating a positive working environment • Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team • Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for Frontline Care Team • Conduct performance reviews on direct reports • Operational Leadership – Complete accountability of Operational delivery of Customer Account(s) • Daily Review of client measurable Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals • Work alongside Workforce Management to develop and ensure appropriate staffing level requirements are being met and effectively communicated to the Frontline Care Team • Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing expected results of innovation and new strategies • Participate in recruiting processes • Assist in preparing and/or reviewing weekly, monthly, and quarterly monthly account summary reports and/or business performance reviews • Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action • Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance • Partner and assist the Quality and Training department in identifying training opportunities that support continuous performance improvement and development goals • Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions • Be the point of contact for Supervisors, and Sr. Manager and or leader in their absence

• Guide customers through renewal processes, achieving success for both the customer and Ashby. • Lead renewal cycles and manage contract inquiries for Ashby’s largest customers. • Own complex negotiations and collaborate across various internal teams. • Manage multi-threaded enterprise renewals involving procurement, legal reviews, and multiple products. • Develop deep product fluency to position Ashby’s platform credibly at renewal time. • Build and maintain trust with customers, proactively addressing concerns.

• Responsible for enterprise‑level portfolio reporting, transparency, and governance • Ensures portfolio data integrity, financial visibility, risk transparency, and leadership‑level reporting • Provides consolidated portfolio reporting to leadership, covering all projects, programs, and non-project work • Maintains a single source of truth for portfolio reporting, contracts, and executive materials • Delivers regular portfolio reporting to Leadership and Executive Teams

• Drive GTM Alignment & Demand Planning • Facilitate cross-functional planning sessions to align pipeline coverage, capacity, and targets • Own and run operational cadences (weekly, monthly, quarterly business reviews)