• Appointment Management & clinician Support: Oversee appointment queues, assigning or reassigning visits based on priorities and coverage. Act as the primary support for clinicians, addressing shift needs, technical issues, and appointment priorities. • Technical and IT Coordination: Open and manage IT support tickets on behalf of clinicians for both internal and external platforms. Follow up on tickets to ensure timely resolution of issues. • Communication and Escalation: Engage with clinicians through multiple channels (e.g., Slack, email, web-based phone) to address questions, escalate issues, and ensure effective communication across teams. • Data and Reporting: Track and report key operational metrics, including service level performance, clinician engagement, and shift summaries. Maintain accurate records of consult statuses and any service level misses. • Customer and Partner Interaction: Manage incoming communications from patients, partners, and other stakeholders. Assign tasks or escalate issues as needed to ensure timely responses and resolution.

• Strengthen and standardize country operations • Ensure clear roles, crisp accountability, and strong operating routines • Define and implement simple, scalable operating models across HR, finance, procurement, compliance, IT, security, and risk • Embed global standards in context-appropriate ways that reduce friction so dollars reach recipients faster and more reliably • Coordinate and represent country office realities in global standards setting, priority setting, and resource allocation • Ensure rollout of global standards in ways that are context appropriate, user-friendly, meaningful, and rigorous • Oversee financial management across all country offices ($350M+/year), ensuring budgets enable scale and mitigate risk • Establish clear KPIs, dashboards, and operating reviews to maintain cost-efficiency • Oversee new country launches and compliant wind-downs with clear playbooks and risk mitigation • Coordinate across functions to ensure smooth execution • Translate operational insights into repeatable systems, tools, and automation that reduce manual work • Champion continuous improvement and technology adoption to scale efficiently and nimbly • Maintain a global risk framework and lead or support crisis management when needed • Serve as the operational bridge between country leadership and global teams, ensuring priorities are well-resourced and executed consistently

• Strengthen and standardize country operations • Ensure clear roles, crisp accountability, and strong operating routines • Define and implement simple, scalable operating models • Embed global standards to reduce friction • Coordinate between program teams and central functions • Drive strong financial management and performance • Lead country expansions and transitions • Strengthen systems and institutional capability • Enable proactive risk and cross-org alignment

• Continually enhance the Ceph-based Cloud Storage System in terms of stability, scalability, functionality, performance and cost • Actively participate in the design and architecture decisions for Ceph-based Cloud Storage • Develop automation framework and improvements for our Ceph-based Cloud Storage infrastructure • Optimize existing metrics collection and alerting systems • Contribute to our internal documentation and knowledge base • Monitor Cloud Storage infrastructure to ensure high availability and reliability of our services • Partner with Network and Operations teams for capacity expansion and maintenance windows • Evaluate new technologies, advance storage features and new operational methodology to drive efficiency and effectiveness • Research and Develop cutting edge features for Ceph-based Cloud Storage • Participate in meetings as required • Job shadowing of new hires or other team members as required • Effectively communicate cross-functionally • Work independently as well as collaborate with team members and project stakeholders