• Providing technical support • Troubleshooting issues • Customer service on a day-to-day basis

• Leverage experimentation and advanced data analytics to derive insights. Dissect complex data and translate it into actionable strategies to help optimize credit underwriting • Determine and optimize purchasing power, ensuring they are set optimally to balance risk and growth, driving healthy user engagement • Play a pivotal role in underwriting cost saving, managing risk and improving the profitability • Support the launch of new products by designing and implementing credit strategies • Partner with Machine Learning and Engineering teams on building effective credit risk capabilities

• Monitor live volumes, staffing levels, adherence, and SLA performance across all key channels and queues (phone, back office, digital, etc) • Take proactive action when SLAs are at risk — including re-skilling, priority adjustments, escalation protocols, and stakeholder engagement • Provide timely and clear updates to operations leaders when performance risks arise • Recommend or initiate short-term moves to stabilize service. • Adjust workflow allocations to ensure the highest-priority items are addressed within target timeframes • Monitor schedule adherence and unplanned shrinkage. • Partner with team leads to ensure coverage is aligned to forecasted need • Generate and share daily performance reports, trend summaries, and insights • Assist with scheduling of on and off phone events, PTO, and identifying coverage gap identification to maintain intraday balance • Leverage WFM platforms (e.g., Verint, NICE, Genesys, or similar), Excel dashboards, and reporting tools to drive real-time decisions.

• Provide strategic, study-level feasibility leadership within the Patient and Site Engagement (PSE) team. • Lead feasibility strategy and execution at the study level, supporting trial optimization and delivery of key milestones. • Synthesize and analyze feasibility, operational, and enrollment data from multiple internal and external sources. • Evaluate the clinical trial landscape and apply advanced data mining and analytical approaches. • Communicate insights, assumptions, risks, and recommendations to support study planning, site selection, and enrollment strategy decisions. • Mentor and provide guidance to junior feasibility team members. • Contribute to continuous improvement of feasibility processes, tools, and best practices.