• Manage a high-performing team of T1 technicians, fostering a culture of technical curiosity, ownership, and accountability. • Manage all aspects of evening cloud and desktop support, including ticket queue health, performance monitoring, and incident resolution. • Facilitate clear, professional communication in both English and Spanish for client updates, internal documentation, and team meetings. • Serve as the Incident Commander for major service disruptions, coordinating communication and technical resources until resolution. • Review T1 tickets for technical accuracy and provide "in-the-moment" training on Azure and M365 troubleshooting. • Maintain strict adherence to FedRAMP, HIPAA, HITRUST, and IRS 1075 standards.

• Ensure consistent execution of key Innovation processes • Support the creation, management, publication, and refinement of metrics and communication tools • Support the planning and execution of face-to-face events across the Innovation organization • Support the procurement of external vendors and consultants as needed • Support processes to ensure compliance requirements associated with Innovation events are met

• Lead, coach, and mentor a team of Customer Operations Specialists to meet and exceed performance expectations • Conduct regular 1:1s, provide ongoing feedback, and support individualized growth and development plans • Support onboarding and continuous training to ensure alignment with Grow’s processes, tools, and values • Foster a culture of accountability, collaboration, and empathy—especially when supporting sensitive provider or client needs • Assist with hiring and performance management activities, including participating in interviews, providing hiring recommendations, supporting performance improvement plans, and partnering with Manager leadership on corrective actions and development decisions • Monitor daily workflows and queues to ensure timely, accurate resolution of provider and client inquiries • Ensure adherence to SOPs, documentation standards, and department policies • Review and approve timecards and time-off requests in Rippling • Partner with cross-functional teams (Billing, Credentialing, Tech Support, Product) to resolve complex or escalated cases • Oversee schedules and real-time coverage, making adjustments as needed to maintain service levels • Track and analyze team performance against key metrics, including OKRs and productivity KPIs • Use data insights to coach individual contributors and improve overall team performance • Prepare regular performance updates and insights for Manager or Senior Manager leadership • Identify trends, friction points, and opportunities to improve workflows and operational efficiency • Advocate for provider and client needs in partnership with Product, Operations, and Support teams • Support rollout and communication of new tools, policies, and product updates to the Customer Ops team • Ensure every interaction reflects Grow Therapy’s mission and commitment to high-quality care • Proactively identify and escalate recurring customer pain points or systemic issues • Support empathetic, transparent communication and handle escalations when needed • Review and audit team work to ensure accuracy, professionalism, and empathy • Partner with QA and Enablement teams to maintain high documentation standards and reduce error rates

• Collaborate with global, regional, and channel teams to architect and implement scalable operating models to support the end-to-end campaign lifecycle, from initial strategy and planning through execution, measurement, and optimization, ensuring seamless integration across various functions and geographies. • Consistently monitor and analyze the campaign production "supply chain” including tracking all key stages, handoffs, and friction points to drive meaningful efficiency gains. • Lead the development, documentation, communication, and rollout of new or optimized internal processes in partnership with cross-functional teams. • Evaluate and implement new tooling, technologies, and systems to enhance campaign operational efficiency including integration, and adoption of selected systems. • Track, analyze, and report out on key operational metrics and campaign performance, clearly communicating the health of the campaign supply chain, the impact of operational improvements, and the overall effectiveness of campaigns.