• Lead the migration from siloed channel operations to a blended, skill-based Omnichannel workforce model • Define and implement universal queue and routing strategies across voice, chat, email, and digital channels • Align workforce structures to support end-to-end traveler journeys vs. channel-specific handling • Partner with Technology to embed WEM capabilities into CCaaS (Contact Center as a Service) • Integrate AI-driven capabilities including: Intelligent forecasting and capacity planning, Automated scheduling and intraday optimization, Real-time agent assist and copilots, Chatbots and virtual agents for demand deflection • Drive adoption of predictive and prescriptive analytics to improve decision-making • Establish governance for human + AI blended workforce models • Own global workforce planning across regions (NA, offshore, global expansion) • Optimize: Headcount models and staffing ratios, shrinkage and occupancy, cost-to-serve by channel and customer segment • Build scalable models to support offshoring and BPO integration without service degradation • Establish productivity standards across channels (e.g., transactions per hour, blended utilization) • Drive improvements in metrics: agent efficiency, revenue per booking/transaction, first contact resolution, customer satisfaction • Implement real-time performance management frameworks with actionable insights • Redesign the agent experience for Omnichannel delivery: Unified desktop experience, Simplified workflows, AI-assisted guidance • Lead engagement strategies that improve: retention, training effectiveness, multi-skill enablement • Build executive-level reporting across: Workforce efficiency, Service performance (SLA, ASA, response times), Financial outcomes (cost, revenue yield) • Deliver actionable insights linking workforce decisions to client experience and profitability • Establish global governance standards for WEM practices

• Managing a portfolio of clients and projects • Leading large-scale technology and transformation programs • Driving business development as a subject matter expert • Significant client-facing responsibilities with travel (50–75%) • Building and scaling a repeatable, high-growth Oracle business across North America • Leading industry-specific solutioning, Oracle co-sell motions, and revenue generation • Building and mentoring a Retail-focused team • Collaborating with cross-functional teams to deliver integrated solutions • Driving thought leadership through industry content and webinars

• Partner with top-tier ecommerce brands as a retention and lifecycle expert • Act as a trusted advisor on: • Email & SMS lifecycle strategy (flows, campaigns, segmentation) • Subscription retention tactics (dunning, churn prevention, winbacks) • Offer strategy, bundling, and upsell/cross-sell mechanics • Identify and drive improvements in LTV, retention, and subscriber growth • Define what “great” retention strategy looks like for Stay customers • Create repeatable playbooks for: • Lifecycle flows • Subscription retention programs • Customer portal optimization • Standardize how we identify and act on retention opportunities

Associate Director Case Management Reports to: Director, TTR Case Management Lead The Associate Director, TTR Regional Lead (Central) is responsible for product patient support and provider services inclusive of reimbursement operations, and patient compliance support to ensure timely and efficient access to therapy and ongoing assistance for patients and providers. This individual will support the Director of Patient Services with a focus on scanning/monitoring internal program data daily for accuracy and consistency, identifying issues/trends, and developing plans of action to continuously improve program performance. This individual will also deliver a positive patient and healthcare provider experience by assessing needs and developing action plans that identify and troubleshoot future reimbursement barriers to support treatment initiation and ensure continuity of care throughout the patient treatment journey. This individual will have [2-3] Regional Manager direct reports, and will report to the Director, National Case Manager Lead. Summary of Key Responsibilities (may vary) This description is not intended to provide an all-inclusive listing of duties and responsibilities. Duties may change at the discretion of management, and/or management may request duties to be performed that are not listed. - Lead a team of Regional TTR Managers within Alnylam Assist™ organization - Collaborate with cross-functional stakeholders to implement program improvements, departmental standard operating procedures, policies as they relate to assigned Alnylam products; participate on various cross-functional teams, representing Patient Services team to ensure customer success for staff and patients - Identify regional trends and drive the development and implementation of short- and long-term strategies - Utilization of expertise in areas related to healthcare reimbursement and Patient Assistance Programs - Remain current with market trends in both provider and patient services landscape through regular research, interactions with brand management and involvement to ensure that all patient service’s activities reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service - Maintain and support the evolvement of Alnylam Assist™ Patient Support Services as the Alnylam disease state portfolio grows - Interact with Field Roles, Patient Marketing, Patient Advocacy and Payer Marketing to gather insights to identify resources needed related to program offerings - Partner with the Executive Sales and Field Reimbursement Leads to align on regional strategic initiatives and optimize team performance through coordinated planning, execution, and performance analysis - Collaborate with internal stakeholders to develop and maintain appropriate KPIs, SLAs, and dashboards to track critical metrics to ensure targets are met - Identify and address, in collaboration with Regional Managers, training, performance, and competency needs to ensure achievement of business objectives, including team development opportunities - Continuously assess performance and work environment needs against business need. Identify external and internal factors impacting performance and develop a plan to address - Represent Patient Services in the development and Regulatory/Legal review of Alnylam Assist™ materials intended to be used with providers, patients, and caregivers - High sense of urgency, knowledge of protocol in dealing with requests and issues, and utmost confidentiality, when required - Proven Self-Starter with high standards of excellence and an innovative mind; drive development and implementation of program enhancements and operational efficiencies - Complies with all corporate policies, internal procedures and training and applicable laws and industry codes in collaboration with Alnylam Legal, Regulatory and Compliance - Expertise in Patient Assistance Program systems, processes, policies, and industry standards Qualifications - Bachelor’s Degree required - 8+ years recent experience in the healthcare or pharmaceutical/biotech industry. Ultra-rare disease experience a plus. Familiarity with patient and provider support services - Previous management experience required - Knowledge of private payer, Medicare, and Medicaid structure, systems, and reimbursement process - Proficiency in all aspects of patient reimbursement, (i.e., benefit investigations, prior authorization and appeal process, payer reimbursement policies and procedures, regulatory and administrative rules, etc.) - Experience and proficiency in working with a Customer Relationship Management System, such as Salesforce.com - Proven experience and successful track record leading, developing and coaching teams - Ability to work effectively across functions (field/marketing/medical affairs/patient advocacy/managed markets/legal/compliance) - Ability to communicate and influence effectively with all levels of the organization (verbal, written and presentation skills) - Patient-centric and customer service minded - Possess strong critical thinking, problem solving, and analytical skills with attention to detail - Ability to work independently, facilitate appropriate judgment in decision making as well as function as a team player - Desire to innovate and work in a fast-paced, energetic environment - Self-starter who is highly passionate about rare disease and Alnylam’s core values: - Commitment to People, Innovation, Discovery, Sense of Urgency, Open Culture, and Passion for Excellence - Ability to travel up to 10% for key meetings as needed #LI-KB2 #LI-Remote U.S. Pay Range $160,700.00 - $217,300.00 The pay range reflects the full-time base salary range we expect to pay for this role at the time of posting. Base pay will be determined based on a number of factors including, but not limited to, relevant experience, skills, and education. This role is eligible for an annual short-term incentive award (e.g., bonus or sales incentive) and an annual long-term incentive award (e.g., equity). Alnylam’s robust Total Rewards package is designed to support your overall health and well-being. We offer comprehensive benefits including medical, dental, and vision coverage, life and disability insurance, a lifestyle reimbursement program, flexible spending and health savings accounts and a 401(k)with a generous company match. Eligible employees enjoy paid time off, wellness days, holidays, and two company-wide recharge breaks. We also offer generous family resources and leave. Our commitment to your well-being reflects our belief that caring for our people fuels the impact we create together. Learn more about these and additional benefits offered by Alnylam by visiting the Benefits section of the Careers website: https://www.alnylam.com/careers About Alnylam We are the leader in RNAi therapeutics – a revolutionary approach with the potential to transform the lives of people with rare and common diseases. Built on Nobel Prize-winning science, Alnylam has delivered the breakthroughs that made RNAi therapeutics possible and are just at the beginning of what’s possible. Our deep pipeline, late-stage programs, and bold vision reflect our core values: fierce innovation, passion for excellence, purposeful urgency, open culture and commitment to people. We're proud to be a globally recognized top employer, where an authentic, inclusive culture and breakthrough thinking fuel one another. At Alnylam, we commit to an inclusive recruitment process and equal employment opportunity. Qualified applicants will receive consideration for employment without regard to their sex, gender or gender identity, sexual orientation, race, color, ethnicity, national origin, ancestry, citizenship, religion, creed, physical or mental disability, pregnancy status or related conditions, genetic information, veteran or military status, marital or familial status, political affiliation, age, or any other factor protected by federal, state, or local law. Alnylam is an E-Verify Employer.