• Manage day-to-day invoicing, payment tracking, payments adjustments, and review processes. • Perform audits to ensure the accuracy and timeliness of payments; address discrepancies promptly. • Support management to streamline billing and collection processes and improve efficiency, leveraging automation where applicable. • Maintain collections systems, including notifications for late payments and tracking mechanisms. • Serve as the primary contact for customer inquiries related to billing, payments, adjustments, penalties, and discrepancies. • Maintain service level agreements (SLA) for response and resolution times. • Escalate complex issues requiring higher-level intervention. • Monitor and document trends in customer inquiries to proactively identify and resolve systemic issues. • Conduct weekly follow-ups with marketplaces regarding outstanding credits or unresolved cases. • Engage in regular correspondence with sellers regarding outstanding A/R • Provide support to Billing and Collections Manager for daily invoicing, collection efforts, payments adjustments and audits. • Document processes and create standard operating procedures (SOPs) for internal training and operational efficiency. • Participate in weekly meetings and bi-weekly 1:1s with management to report progress and address challenges. • Coordinate with cross-functional teams, including Accounting, Support, and Loss Mitigation, to resolve escalations and improve processes.

About the Role Nutrislice is hiring a Hardware Operations Specialist responsible for customer support, operations, and technical problem-solving across our hardware products. This role is ideal for someone who enjoys working directly with customers, solving real-world problems, and owning outcomes from start to finish. You’ll handle everything from placing and tracking hardware orders to troubleshooting issues with clients and improving internal documentation.This is not a purely technical or back-office role. Success in this position requires strong communication skills, sound judgment, and the ability to navigate situations where the answer isn’t always documented. This role reports to the Sr. Manager of Hardware Operations. Responsibilities include: Customer Support & Communication - Communicate directly with clients via email and phone regarding hardware orders, delivery status, and issues - Guide customers through troubleshooting steps, including live phone support when needed - Translate technical concepts into clear, actionable instructions - Take ownership of issues and ensure they are fully resolved, not just escalated Hardware Operations & Logistics - Place accurate hardware orders with vendors based on client requirements - Track shipments, confirm deliveries, and resolve any issues with vendors or logistics - Maintain organized records of hardware purchases, warranties, and inventory Troubleshooting & Technical Support - Diagnose and resolve issues with digital signage displays, media players, digital labels, and ticket printers - Support inbound hardware-related tickets and drive them to resolution - Collaborate with internal teams and vendors on more complex technical issues Project Coordination - Manage standard hardware implementations from order through deployment - Support larger or more complex installations alongside the Sr. Manager - Coordinate timelines, stakeholders, and installation logistics Documentation & Process Improvement - Test hardware setup and configuration instructions to ensure accuracy - Update and improve documentation as hardware, software, and processes evolve - Identify gaps in documentation and proactively create clear, usable guidance Problem Solving & Ownership - Diagnose issues that do not have documented solutions and determine next steps independently - Operate effectively in situations where information may be incomplete or evolving - Balance speed, accuracy, and customer experience when making decisions Qualifications - 2+ years in a customer-facing operations, support, or technical coordination role - Strong communication skills, especially with non-technical customers - Proven problem-solving ability and critical thinking skills - Ability to manage multiple tasks and priorities independently - Technical aptitude and comfort learning new systems quickly - Experience with hardware, digital signage, or similar systems - Familiarity with networking basics (Wi-Fi, IP addresses, connectivity issues) - Experience with CRM tools, spreadsheets, & support platforms Benefits include: - Remote work - We are a remote-first company! - Insurance - Health, Dental, Vision - 401k with match - Unlimited PTO - Salary range of $55k-$65k Important Details: - No visa sponsorship available. - Reference and background checks required before the start date. - Applicants must reside in one of the following states to be considered for this position: Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Maine, Michigan, New Jersey, North Carolina, Oklahoma, Pennsylvania, South Carolina, Texas, or Utah. If you do not reside in one of these states, please do not apply, as your application will not be reviewed. Equal Opportunity Employer Nutrislice celebrates diversity and is committed to creating an inclusive environment for all employees.

• Own and maintain a centralized payer rulebook across all health plans • Interpret payer requirements and translate them into clear operational workflows • Standardize workflows where possible while maintaining plan-specific requirements • Continuously update workflows as requirements evolve • Own performance outcomes at the health plan level (KPIs, compliance, documentation) • Monitor performance across geographies and identify gaps • Ensure consistency in workflow execution across teams • Hold internal teams accountable for plan-level performance issues • Diagnose root cause of issues (execution vs workflow vs capacity vs quality) • Assign ownership and track resolution • Lead corrective actions for underperforming plans • Escalate systemic issues across plans • Manage L4 Plan Owners responsible for plan-level oversight • Define expectations for monitoring, escalation, and issue tracking • Oversee Payor Ops Trainer responsible for content development and rollout support • Ensure team operates with clarity and consistent ownership boundaries • Ensure payer requirements are translated into training-ready materials • Support rollout of workflow changes in partnership with CHW Workforce • Ensure plan-specific nuances are accurately captured • Validate that training content reflects current payer requirements

• Lead the AI & Automation transformation • Manage the Ops Excellence team • Identify and prioritize automation opportunities • Drive measurable improvements in throughput and cycle time • Leverage automation tools to evolve process capabilities • Synthesize complex data insights to resolve operational risk areas • Partner with Product and Engineering to define the technical roadmap • Build the AI/Automation KPI framework