• Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities. • Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met. • Adhere to ITIL-based service management best practices for assigned customers. • Ensure cost efficiency and contribute to the financial oversight for services delivered to customers. • Provide regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans. • Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams. • Develop and implement regular service reviews with customers. • Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership. • Contribute to resource planning, budgeting, and policy definition based on business and customer needs. • Work with a high level of autonomy, based on management directions. • Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region. • Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively. • Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals. • Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams. • Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings. • Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands. • Continuously assess service risks and proactively manage or escalate as appropriate. • Collaborate with finance and operations to support accurate and timely invoicing for all delivered services.

• Lead Epic revenue cycle system implementations, upgrades, enhancements, and optimization initiatives. • Provide leadership and mentorship to analysts, guiding system build, configuration, workflow design, and issue resolution. • Oversee application lifecycle activities including planning, design, build, testing, deployment, and ongoing support. • Partner with operational leaders to optimize scheduling, registration, professional billing, charge capture, and claims workflows. • Assign and manage daily and long-term project work for the analyst team. • Lead testing cycles including unit, functional, and integration testing and coordinate end-user validation. • Ensure all system changes follow established change management and documentation standards. • Collaborate with Epic representatives and internal stakeholders to enhance system functionality and usability. • Troubleshoot system issues and support end users across clinical and operational departments. • Lead regular project and operational meetings to review deliverables, issues, and system improvements.

• Lead the team that manually codes grants and organizations using Candid’s taxonomy, the Philanthropy Classification System, with a focus on scaling operations and improving classification accuracy and consistency. • Partner with subject matter experts to develop and maintain additional ontologies, taxonomies, and semantic models that enable knowledge representation and reasoning across applications, including AI applications. • Design and implement quality control processes and metrics to ensure coding quality and strong inter-rater reliability, including guidance for handling ambiguous edge cases. • Monitor and address data quality drift, including maintaining annotator calibration and detecting shifts in labeling standards over time. • Collaborate with Candid’s data science team to evaluate AI models (including LLMs) used for autocoding tasks. • Coordinate efforts to generate the training data needed to build effective AI/ML solutions. • Build strong relationships with key teams across Candid to understand how knowledge engineering can support their needs and advance desired outcomes.

• Design and deliver product training for internal teams and external users (free and paid) through virtual sessions and self-service content • Adapt product team demos and use case documentation into digestible training materials, guides, and resources tailored to internal and external users • Support product launches with help materials, training and objection handling • Develop curriculum and learning assets in multiple formats, partnering with subject matter experts to ensure technical accuracy • Build comprehensive training kits and maintain learning management system content • Enable users to drive measurable business outcomes through best practices and success-focused instruction • Advise on learning structure and design for all outward facing training, working with inhouse training team • Collaborate with Marketing, Customer Success, Sales, training and partnership leads and Product teams to identify enablement needs and implement best practices • Enhance training scalability and effectiveness using learning management systems and related tools • Apply iterative improvements based on feedback, KPI metrics and performance data • Distill training needs and value props for different personas and their use cases