• Analyze customer feedback and behavioral data across multiple sources (surveys, transcripts, product usage, revenue, journey analytics) to uncover trends, patterns, and experience drivers. • Develop reporting artifacts, visualizations, and dashboards that highlight key customer insights across lifecycle stages, personas, and segments. • Ownership of 1-2 flagship quarterly reports, such as NPS reporting or Win-Loss reporting and leadership in the development of ad hoc and topline reporting. • Perform text and sentiment analysis on open-ended feedback to identify recurring themes and quantify qualitative data at scale. • Collaborate with the Operations function within Voice of Customer to ensure that data pipelines, integrations, and tagging structures enable clean and consistent analysis.

• Drive development of scorecards annually; collaborate across the organization to establish performance measures for strategic initiatives and overall business performance • Own process for ensuring scorecards are updated accurately and on time monthly while delivering strong business insights • Understands and mines data from systems to support metric delivery. Monitors efficacy of metrics for measuring performance and makes recommendations on changes as needed to senior leadership • Surfaces gaps in performance vs strategic metrics; works with teams to identify root causes and solutions • Estimates and forecasts market size; estimates market shares • Develops financial models in support of strategic initiatives as needed • Participates in strategy development and creation of business plans for new initiatives • Conducts competitive and market research as needed • Any other task assigned to support company strategy development and execution assigned

• Lead NCC’s Agent Onboarding and Contracting departments, owning strategy and execution • Build, coach, and retain a high-performing, results-driven team • Ensure agents move efficiently from recruitment to contracted and ready-to-sell status • Oversee quality control, accuracy, and compliance of contracts and appointments • Maintain compliance with CMS, carrier, state licensing, E&O, TPMO, and regulatory requirements • Partner cross-functionally with Recruiting, Sales Development, Marketing, Operations, and Legal • Serve as subject matter expert for Salesforce CRM onboarding and contracting workflows • Drive continuous improvement, workflow optimization, and automation initiatives • Manage escalations and resolve agent and carrier issues with an agent-first mindset • Track operational metrics and deliver actionable performance reporting • Manage vendor and carrier contracting relationships • Support scalable growth and future expansion initiatives

• Lead and develop Principal Manufacturing Technicians across distributed sites. • Drive consistent interpretation and application of manufacturing quality standards across locations. • Define and maintain manufacturing quality rubrics that translate expert judgment into objective, auditable criteria. • Convert clinician feedback (returns, remakes, qualitative notes) into quantitative specifications and CTQs (Critical to Quality). • Align manufacturing rubrics with design rubrics in partnership with the Manager of Design Quality. • Lead Attribute Agreement Analysis (AAA) and calibration programs for inspection consistency. • Establish SPC/control charts and action thresholds for key CTQs. • Apply Lean Six Sigma methods to reduce variation and improve FPY. • Partner with the Automation team to ensure end-of-line 3DQC measures the correct attributes and thresholds defined by Principal Technicians. • Validate 3DQC performance (repeatability, drift, coverage) and ensure data is used for upstream improvement, not just sorting. • Build and operate a Red Rabbits (golden cases / known-defect sets) program to verify that human and automated QC reliably detect critical defects. • Use Red Rabbits to detect drift, trigger retraining, and validate changes. • Run DOEs to resolve spec disputes, validate changes, and improve process capability. • Define certification and re-certification requirements for manufacturing and QC roles. • Support audit readiness through clear standards, evidence, and sustained compliance.