• Serve as an advisor & liaison to implement strategy & to support operations, projects, programs & service delivery outcomes. • Responsible for the planning, implementation, coordination & evaluation of programs & strategic initiatives. • Works cooperatively with various organizational levels to understand business needs & the interrelationship of issues impacting the implementation & delivery of business operations & services. • Provides knowledge & expertise in programs & workstreams.

• Develop and implement a company wide continuous improvement strategy aligned with business priorities • Partner with leadership to align operational excellence initiatives with revenue, scalability, and profitability objectives • Act as a transformation leader promoting a culture of operational discipline and accountability • Identify, analyze, and prioritize processes to streamline and optimize efficiency • Lead cross functional teams to conduct process mapping, root cause analysis, and performance diagnostics • Design and implement process improvement projects using Lean, Six Sigma, and other relevant methodologies • Detect and implement opportunities for digitalization and automation • Ensure sustainability of improvements through structured follow up and post implementation reviews • Develop and maintain end to end process flowcharts and documentation accessible across the organization • Define acceptance criteria, control points, and process standards • Monitor adherence to established processes and intervene where discipline breaks down • Ensure maintenance and updates of the Business Process Architecture and Integrated Management Systems, including relevant certifications • Define, implement, and maintain KPIs to monitor operational performance and project impact • Develop dashboards and structured reporting to track efficiency, cost reduction, and service quality • Provide regular executive level reporting on progress, risks, and improvement outcomes • Establish and oversee quality assurance processes across operational workflows • Implement and monitor quality control measures to ensure compliance with defined standards • Collaborate with stakeholders to continuously improve product and service quality • Engage proactively with business areas to understand objectives, constraints, and challenges • Analyze requirements to solve complex business problems through systems and technology • Collaborate with Solution Architects and internal teams to ensure operational feasibility of solutions • Research and evaluate new technological tools to improve scalability and efficiency • Lead and facilitate change initiatives across departments • Act as a change agent to embed continuous improvement principles into daily operations • Negotiate and mediate with technical and business areas to align improvement roadmaps and action plans • Support business leaders in best practices related to organization design, delegation, decision making, and team structure • Develop and deliver training programs on operational excellence methodologies and process standards • Coach leaders and teams on structured execution, KPI ownership, and accountability • Maintain documentation and knowledge materials to institutionalize best practices

• Lead the strategy, execution, and operational foundations that enable post-GTM customer-facing teams to operate effectively • Oversee a team responsible for managing core CX programs, operational workflows, tooling strategy, and cross-functional initiatives • Drive operational excellence across the post-GTM lifecycle, ensuring CX teams are equipped with the systems, processes, insights, and governance required for delivering high-quality customer experiences • Partner closely with Customer Success, Support, Implementation, Revenue Operations, TechOps, Product, and GTM to align workflows, improve tooling, and drive shared customer outcomes • Establish and maintain CX operating cadence including leadership forums, business reviews, planning cycles, and cross-functional governance meetings • Standardize reporting frameworks and executive materials to provide visibility into performance, initiative progress, and operational health • Translate strategic priorities into structured execution plans, ensuring clear ownership, follow-through, and accountability across CX leadership • Maintain consolidated views of CX initiatives, metrics, and risks to support informed decision-making at the senior leadership level • Design, implement, and continuously improve scalable workflows, playbooks, governance models, and lifecycle processes • Define strategy, develop roadmaps, and execute high-impact initiatives spanning multiple customer-facing teams • Serve as a senior operational partner for core CX platforms, ensuring systems are designed to support consistent and scalable service delivery • Partner with CX TechOps, RevOps, Data and other teams to develop reporting, dashboards, and insights • Lead rollout plans, communication strategies, and cross-functional training to support adoption of new systems, processes, and programs • Monitor best practices in CX operations, AI-enabled customer workflows, and post-GTM systems.

• Oversee day-to-day operations for both practice locations • Ensure smooth workflow, scheduling efficiency, and patient flow • Develop, implement, and monitor operational policies and procedures • Ensure both locations are properly staffed and operating efficiently • Oversee equipment and medical supply procurement and maintenance • Oversee the DME (CPAP) department, staff, and operational performance • Develop and manage the practice budget, forecasting, and reporting • Oversee billing and coding operations to ensure accuracy and compliance • Monitor accounts receivable and payable; improve collections and reduce aging • Conduct regular financial reviews and present findings to the physician owner • Identify and implement strategies to improve profitability and reduce costs • Ensure compliance with HIPAA, OSHA, CMS guidelines, and applicable regulations • Maintain privacy and security standards for patient information • Conduct routine audits and ensure readiness for inspections and reviews • Implement safety protocols and ensure staff are trained on procedures • Identify risk areas and drive corrective action plans • Ensure a high standard of patient service and satisfaction • Address patient complaints and operational issues promptly and professionally • Ensure patient records are accurate, confidential, and compliant • Implement feedback systems to continuously improve patient experience • Recruit, train, and supervise administrative and support staff • Provide leadership oversight for sleep lab operations and support staff • Conduct performance evaluations and coach staff for improvement • Lead staff meetings and maintain strong internal communication • Build staffing plans to ensure appropriate coverage at both locations • Foster a positive, accountable culture focused on quality and teamwork • Partner with the physician owner to develop long-term strategic goals • Identify opportunities for expansion, new services, and partnerships • Monitor industry trends in sleep medicine and operational best practices • Support marketing and growth strategies to attract and retain patients • Oversee EHR and practice management system effectiveness • Ensure staff are trained on systems and workflows • Identify opportunities to improve efficiency through technology and automation • Support implementation of new tools and operational reporting systems