• Execute and ensure the effective execution of work plans resulting in the development of relevant, reliable, and timely evidence for patients, regulators, clinicians, caregivers, and payers. • Design and execution of research to inform COA strategy development. • Develop and execute psychometric analysis strategy. • Support clinical trial development for assigned programs, including relevant portions of protocols, statistical analysis plans, study reports, briefing books, and related documents. • Identify gaps in available evidence needed to support fit-for-purpose use of COAs in a specified context. • As needed, design and execute research to develop or modify COA instruments for inclusion in assigned programs. • Consult on COA regulatory strategy. • Create and oversee the creation of scientific materials that are submitted to regulators ensuring consistent quality. • Develop publications of early COA research for disclosure in peer-reviewed journals and at scientific meetings. • Ensure effective packaging of information and scientific materials for patients and caregivers for dissemination and disclosure. • Develop effective working partnership with project management teams which enable teams to deliver planned work. • Ensure regular and transparent communication of project status to team members. • Ensure that appropriate measures and metrics are in place.

• Solving for ad-hoc and standardized data reporting needs, via production of efficient code • Suggestions for turning consistently similar ad-hoc requests into more scalable solutions • Investigate data anomalies • Understanding the Sharecare data ETL process • Liaison between BI and Account Management teams

• Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels, staffing, and overall performance up to 2 weeks in the future • Identify issues and opportunities that require immediate attention and work closely with operations teams and other stakeholders to ensure effective and efficient service levels. • Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and service level adherence • Set up and manage real-time alerts for deviations from established performance thresholds. Responds promptly to these alerts to mitigate any potential issues • Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times • Monitor and track agent adherence to schedules, taking corrective actions when necessary to maintain operational efficiency and to maintain service levels • Collaborate closely with contact center supervisors and leaders to provide real-time updates on performance and works together to address challenges as they arise • Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting • Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards • Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events • Act as an agent support specialist, advising and solving for day-to-day operational requests including but not limited to workforce management, technical support, payroll adjustments, and time off requests

• Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels and staffing • Identify issues and opportunities that require immediate attention • Work closely with operations teams and other stakeholders to ensure effective and efficient service levels • Continuously monitor real-time contact center metrics • Set up and manage real-time alerts for deviations from established performance thresholds • Allocate resources such as agents and queues dynamically • Monitor and track agent adherence to schedules • Collaborate closely with contact center supervisors and leaders • Maintain detailed records of real-time actions taken • Participate in ongoing process improvement initiatives • Field Service Request handling, including PTO • Successfully produces weekly Schedules, maintaining these queues within requested Service Level Goals • Analyze historical and current data to make short-term adjustments to forecasting models • Act as an agent support specialist for operational requests • Troubleshoot basic software failures