• Partner closely with Customer Success and Support leadership to design and operationalize a scalable post-live enablement strategy • Build, refine, and scale playbooks, scripts, and curricula that improve CSM performance, customer conversations, and time-to-value • Enable CS teams to drive down churn and increase revenue retention through practical tools, training, and guidance • Translate customer health insights, retention metrics, and engagement data into targeted enablement programs that move key outcomes • Reinvent and continuously improve onboarding, ongoing training, and health-based engagement motions across a growing global CS organization • Ruthlessly prioritize an enablement roadmap focused on the highest-impact levers for retention, saves, and customer health • Influence change across CS and Support by partnering with senior leaders and driving adoption of new frameworks and motions

• Implement and maintain a scalable job architecture and leveling framework that supports our growing organization across multiple locations, for remote and in office roles • Lead comprehensive market benchmarking initiatives for base salary, variable compensation, and equity across all roles and geographies • Partner with People Business Partners, Talent Acquisition and business leaders to provide compensation guidance on offers, promotions, and adjustments • Conduct regular compensation analysis and produce detailed reports, including pay equity analyses, competitive positioning, and budget planning • Develop and refine compensation philosophy, policies, and guidelines that align with company values and market trends • Manage compensation review cycles, including merit increases, promotion cycles, and equity programs • Stay current on compensation trends, regulatory changes, and best practices across our operating geographies • Oversee day-to-day administration of benefits programs including health, dental, vision, 401(k), life insurance, disability, and other employee benefits • Manage relationships with benefits brokers, vendors, and carriers to ensure excellent service delivery and cost effectiveness • Lead annual benefits renewal process, including vendor negotiations and plan design recommendations • Ensure compliance with all federal, state, and local benefits regulations (ERISA, ACA, COBRA, etc.) • Evaluate and recommend new benefits offerings based on employee needs and market trends • Create clear, engaging communications about total rewards programs to ensure employees understand and appreciate their compensation and benefits • Serve as a subject matter expert and point of escalation for complex compensation and benefits questions • Partner with Finance on total rewards budgeting and forecasting

• Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance to meet variable demand across channels and partners • Lead and develop a distributed team of workforce analysts and specialists, providing coaching, mentorship, and clear priorities to deliver high-quality forecasts, staffing plans, and metrics reporting • Create, maintain, and continuously improve workforce models for internal and BPO teams, partnering with Finance, Support, and Marketplace Operations leadership to translate business priorities into hiring, resourcing, and budget recommendations • Partner cross-functionally with Support, Services, Business Technologies, Procurement, Enablement, and BPO vendors to optimize WFM tools, processes, and policies, modeling and communicating the impact on efficiency, costs, and SLAs • Serve as the organization’s workforce subject-matter expert, using data storytelling to influence senior stakeholders, drive operational decisions, and lead change management for workforce-related initiatives and tooling • Be a strong, passionate people manager focused on teaching, supporting, mentoring, and growing your employees

• You will be responsible for overseeing the provider performance and escalations team • Advise the team in investigating and resolving care complaints and grievances about providers • Promote quality of care by conducting audits and quality assurance reviews • Participate in the process of monitoring providers to assess contract compliance and best practices. • Track key quality metrics in order to identify risk areas, strengths, improvements needed to drive outcomes • Use data-driven insights to suggest plan of action for quality improvement initiatives • Provide training, clinical coaching, or other interventions with providers, as needed. • Drive team efficiencies through use of innovative technology • Help maintain SH Provider Policy Guide to maintain compliance with all legal, regulatory, and payer requirements • Monitor clinical program activities to ensure adherence to clinical procedures and standards. • Assist in developing reporting mechanisms to evaluate standards of compliance and quality of care, establishing review criteria, recommending standards and measures • Work closely with cross-functional partners to proactively strengthen and improve quality of care and quality of services systemically through innovation • Lead and/or participate in additional projects as assigned. • Embrace flexibility and adaptability when priorities shift based on clinical or business needs