firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists, and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand’s team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it’s a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun. The RoleThe Central Operations Manager is responsible for the performance and operations of firsthand’s centralized outreach and engagement teams, guiding and leading our virtual peer support infrastructure. This leader oversees two separate teams: our Outreach team and our STRIVE team – ensuring consistent, scalable, and person-centric support for individuals across all markets. This role is a critical driver of the individual journey across the company. You will manage our centralized peer team that supports both with engaging new individuals, as well as supporting our lowest risk individuals longitudinally via our STRIVE team. To do this, you will have outreach targets across the company, as well as enrollment and management goals for our individuals currently engaged (while also overseeing regression protocols for those requiring increased support). Working in a dyad partnership with a clinical leader, you will ensure every individual receives the right level of care based on their unique clinical and social needs. This is a supervisory role with direct responsibility for hiring, coaching, and the oversight of a multidisciplinary centralized team of Outreach Specialists and Strive Specialists – all which will be certified peers. Job SpecificsAs Central Operations Manager, you will: - Manage the strive & regression pathways: Guide teammates in initiating Strive protocols when eligible for STRIVE, as well as regression protocols for those needing intensified community support throughout their journey with firsthand. - Achieve national outreach targets: Drive the success of the Outreach team’s goals, including outreach volume, enrollment, and successful member outcomes, adapting practices as the business evolves. - Ensure seamless transitions: Work closely with local community leaders and community care teams to ensure a smooth transition for individuals moving between central virtual support and in-person community care. - Drive clinical & ops rhythm: Lead and participate in daily huddles and biweekly Individual Progress Reviews (IPRs), collaborating across departments to drive integrated care and service delivery. - Lead in dyad partnership: Work side-by-side with a clinical leader to balance operational efficiency with clinical integrity, ensuring individuals are matched to the appropriate level of care based on their stability and social challenges. - Lead and inspire: Motivate centralized teams of peers and specialists dedicated to building trust virtually with individuals living with SMI and other complex conditions. - Performance coaching: Support the management of individual and team performance, effectively coaching staff with lived experience on engagement techniques, protocol execution, and crisis de-escalation. - Talent leadership: Lead recruitment for both Outreach and Strive teams, fostering a culture of professional growth, peer support, and continuous learning. You will be a good fit if you have: - Collaborative spirit: You thrive in a dyad leadership model, valuing the intersection of clinical insight and operational execution. - Exceptional communication: Strong interpersonal skills with the ability to lead a team that builds deep trust via virtual channels. - Operational mindset: Excellent organizational and problem-solving skills, with a focus on continuous improvement in a centralized/call center setting. - Peer-first leadership: Strong management skills with a passion for supervising staff with lived experience and a commitment to the peer-support model. - Adaptability: Ability to stay flexible and lead a team through changing protocols, strategies, and rapid growth. - Technical savviness: Proficiency with Google Office suite, Slack, and CRM programs The experience you bring includes:Required: - Minimum five years experience in a healthcare-focused business, as well as leadership for a remote only, front-line team (such as a call center) - Minimum of three years of direct supervisory experience (specifically managing certified peer recovery specialists or similar staff with lived experience), including hiring and performance management. - Experience in multidisciplinary settings: Proven ability to lead in a setting that leverages clinical, peer, and operations expertise to provide holistic care. - Startup Experience: Experience in an early-stage startup is strongly preferred. Base salary range: $90,000—$90,000 USD We firmly believe that great candidates for this role may not meet 100% of the criteria listed in this posting. We encourage you to apply anyway - we look forward to begin getting to know you. Benefits For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture. Vaccination Policy Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law. New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. Unfortunately, we are not able to offer sponsorship at this time. firsthand Health will only contact candidates from email addresses ending in @firsthandcares.com. Any communication from another domain claiming to represent firsthand is fraudulent. We will never ask for payment or sensitive financial information during the hiring process. If you receive suspicious outreach, please do not respond.

• Assist in overseeing a team and drive operational excellence. • Develop, assemble, and lead high level operational projects that drive efficiencies and quality services. • Facilitate high-quality expansion by overseeing new office openings and training local management. • Support the Operations Director in cultivating a positive team environment.

What You Need To Know Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the preeminent wine and spirits distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933. Southern Glazer’s is proud of its well-earned positive reputation, continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued, supported, and provided opportunities for growth and belonging. As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more. By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people. Overview Achieve individual, team, and organizational quotas by leveraging sales strategies within an operational service function. Primary Responsibilities - Assign direct sales force quotas and ensure the firm s financial objectives are optimally allocated to all resources through the quota program - Identify opportunities for sales process improvement - Prioritize investments in enabling technologies in support of direct sales organization productivity - Design sales workflows and oversee implementation of enabling systems, including Customer Relationship Manager, working closely with internal tools engineers and third-party contractors - Define, manage, and provide insights into key performance metrics - Coordinate sales forecasting, planning, and budgeting processes - Work with the sales team to execute Route-to-Market strategies - Develop standardized reporting tools, methodologies, and business analysis processes - Gather and analyze demand forecast data from the replenishment system and actual sales results from the previous period from the commercial system - Track and report key commercial, operational, and financial metrics - Facilitate functional partnership meetings amongst all stakeholders to develop a final consensus forecast - Collect specific supplier intelligence including new item introductions and field initiatives from Marketing and Operations - Calculate forecast accuracy on a monthly basis against consensus and demand forecasts - Calculate the impact of sales and operations process to the balance sheet and Profit and Loss through various Sales and Operational Metrics - Create monthly process inefficiencies and benefit assessment report for Senior Management to consider and make business actions - Perform other duties as assigned Additional Primary Responsibilities Minimum Qualifications - Bachelor s degree in Business Administration or related discipline and five years of experience analyzing financial, sales and operations data in consumer goods Physical Demands - Physical demands with activity or condition for a considerable amount of time include sitting and typing/keyboarding using a computer (e.g., keyboard, mouse, and monitor) or adding machine - Physical demands with activity or condition may include occasional to the rare amount of time include walking, bending, reaching, standing, and stooping - May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs This position is deemed a safety-sensitive position. As such, any person who is given a conditional offer of employment will be required to pass a drug test. EEO Statement Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges. If you have any questions or concerns about whether this posting complies/adheres with local pay transparency requirements, please contact the SGWS talent acquisition team at NationalTA@sgws.com

• Achieve individual, team, and organizational quotas by leveraging sales strategies within an operational service function • Assign direct sales force quotas and ensure the firm s financial objectives are optimally allocated to all resources through the quota program • Identify opportunities for sales process improvement • Prioritize investments in enabling technologies in support of direct sales organization productivity • Design sales workflows and oversee implementation of enabling systems, including Customer Relationship Manager • Define, manage, and provide insights into key performance metrics • Coordinate sales forecasting, planning, and budgeting processes • Work with the sales team to execute Route-to-Market strategies • Develop standardized reporting tools, methodologies, and business analysis processes • Gather and analyze demand forecast data from the replenishment system and actual sales results from the previous period from the commercial system • Track and report key commercial, operational, and financial metrics • Facilitate functional partnership meetings amongst all stakeholders to develop a final consensus forecast • Collect specific supplier intelligence including new item introductions and field initiatives from Marketing and Operations • Create monthly process inefficiencies and benefit assessment report for Senior Management to consider and make business actions • Perform other duties as assigned