• Review healthcare policies and determine the logics to create based on strategic and technical considerations • Create functional designs and test claims from concept through validation and maintenance • Review, edit and finalize designs and test claims assigned to content analysts • Mentor and coach content analysts on conceptualizing, creating and delivering claims processing edits • Create and manage special projects and programs from concept through execution and maintenance • Troubleshoot edits that do not function as expected and collaborate with Engineering teams • Drive prioritization of drug library • Curating drug edit scoping templates • Partnering with our clinical teams to review & respond to Validation questions • Identify and create business cases for any system enhancements • Partner with our Clinical Leadership on providing content development & maintenance

• Own the overall success of Kraken Embed and Kraken Ramp, including strategy, adoption, revenue growth, and partner outcomes • Act as the GM and business owner for these services, with accountability for results rather than just roadmap delivery • Define and evolve product strategy and roadmap in close partnership with product and engineering managers, payments, and blockchain platform teams • Drive go-to-market execution including pricing, packaging, partner segmentation, and distribution strategy • Work deeply with Sales leadership and frontline sellers to support pipeline development, deal execution, and strategic account growth • Be externally facing with partners and prospective clients, including sales calls, executive meetings, and select industry events • Build and scale relationships across banks, neobanks, fintechs, and embedded finance platforms, leveraging existing networks where possible • Lead and develop a growing team across product and engineering • Align closely with Compliance, Legal, Risk, and Operations to navigate regulatory and operational constraints across global markets • Represent Kraken Embed and Ramp internally, securing resources, aligning priorities, and unblocking cross-functional dependencies • Define and track success metrics across adoption, volume, revenue, and partner success

• Deliver automation using cutting edge tools based on development and design experience.

Role Description We are seeking a Workforce and Reporting Manager to support a government‑contracted call center by overseeing forecasting, staffing, scheduling, and performance reporting. This role ensures efficient use of Customer Service Representatives (CSRs), meets service‑level requirements, and provides accurate operational reporting to internal leadership and government program officials. - Manage forecasting and staffing processes to ensure efficient, cost‑effective CSR utilization. - Develop and maintain annual, weekly, and daily staffing and scheduling plans. - Work closely with Program Manager and Operations Manager to determine future staffing needs and balance workload across locations. - Monitor performance against targets, identify gaps, and implement corrective actions. - Review workforce management tools and recommend improvements to enhance accuracy and efficiency. - Conduct ongoing assessments to improve forecasting, scheduling, and staffing processes. - Produce and manage required reports, including: - Daily and weekly performance reports - Monthly invoice progress reports - Quarterly work breakdown structure (WBS) reports - Annual summaries - Ad hoc and special‑request reports - Coordinate with government program officials regarding reporting requirements and status updates. Qualifications - Experience in workforce management within a call center environment. - Strong analytical skills with proficiency in Excel and reporting tools. - Familiarity with workforce management systems (e.g. Genesys). - Ability to interpret data, identify trends, and recommend operational improvements. - Strong communication skills and experience supporting government contracts is preferred. - Bachelor's degree in Business Administration, Operations Management, Statistics, Data Analytics, or a related field. Requirements - Must be able to pass a federal background check going back 7 years without felonies. - Must be able to pass a federal credit check.