• 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

• Manage and support 350+ AWS and Azure accounts/subscriptions, including setup, configuration, and lifecycle management • Administer permissions and access controls, ensuring compliance with organizational security policies • Implement and maintain cloud usage standards and frameworks; contribute to continuous improvement of best practices • Support and enhance an in-house tool that aggregates and presents cloud account, usage, and permissions data for stakeholders • Troubleshoot and resolve complex infrastructure, deployment, and application issues across cloud platforms • Collaborate with development, QA, and architecture teams to improve observability, logging, and alerting • Automate operational tasks using scripting languages (e.g., Python, Bash, PowerShell) and Infrastructure as Code tools (e.g., Terraform, CloudFormation) • Monitor system performance, optimize efficiency, and minimize downtime through proactive maintenance and incident response • Participate in Agile ceremonies and DevOps activities; contribute to operational playbooks and SOPs • Implement CSGs Cloud Usage Framework via automation tools and frameworks (CI/CD pipelines) • Mentor junior engineers and foster knowledge sharing within the team • Participate in on-call rotation and provide production support as needed.

• Lead, train, and manage Field Operations Specialists performing Gridscope installations • Set daily/weekly field priorities and ensure work is executed safely and efficiently • Conduct ride-alongs, on-site coaching, and performance feedback • Serve as the primary point of escalation for field issues • Oversee and participate, as needed, in Gridscope installations • Ensure installations meet Gridware quality standards • Review and validate field specialist installations to ensure collected data is without error • Coordinate access and schedules with internal project managers and utility partners • Own field workflows, documentation, and standard operating procedures (SOPs) • Track installation progress, field metrics, and operational KPIs • Identify inefficiencies and continuously improve field processes • Partner closely with Engineering, Product, and Customer Success to provide field insights and learnings • Provide structured feedback from the field to improve product design and deployment processes • Support pilot programs, new product rollouts, and process scaling efforts • Enforce safety policies and best practices • Submit incident reports when necessary • Lead safety briefings and trainings as needed