What You’ll Do: - Lead and develop the Commercial Operations team (Customer Service and/or Inventory Management) to deliver high levels of customer satisfaction and operational excellence - Partner with Sales leadership and Commercial Operations management to understand inventory needs and create operational plans that support revenue opportunities - Drive a culture of continuous improvement, process simplification, and best practices across order-to-cash (OTC) processes - Supervise the development and tracking of operational and fulfillment KPIs to ensure alignment and flawless order execution - Ensure effective utilization and maintenance of ERP (JDE), CRM (Salesforce), and Customer Complaint systems; support internal/external audits and maintain SOX compliance - Gather and analyze data for forecasting, planning, and logistical management of loaner and consignment inventory - Measure inventory performance monthly and lead realignment plans by product line based on metrics - Act as the primary liaison between the field sales force and internal teams to optimize instrument and implant configurations - Support new product launches, coordinate returns of old inventory, and manage logistical activities to meet customer demand - Provide coaching, performance feedback, and support talent development, succession planning, and training for team members - Collaborate with cross-functional teams to improve customer experience, resolve issues, and strengthen commercial operations What You Bring: - Bachelor’s degree required - Minimum 4 years of experience in the medical device industry (orthopedic/spine experience strongly preferred) - At least 2 years of experience in customer-facing roles - Previous people leadership or supervisory experience is highly preferred - Strong knowledge of field operations, supply chain, logistics, inventory management, and ERP systems - Excellent verbal and written communication skills with the ability to present complex information clearly - Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), JD Edwards (ERP), Salesforce (CRM), MasterControl, and PowerBI or similar reporting tools - Strong problem-solving skills with the ability to analyze issues and develop practical solutions - Ability to build effective relationships, collaborate across levels, and thrive in a fast-paced, demanding environment Why VB Spine? We believe in growing talent from within. At VB Spine, join a high-performing leadership team where you’ll directly influence commercial success, customer experience, and operational excellence in Canada — positioning yourself for growth while helping drive the future of spine care. Compensation: Pay for this role is competitive and based on experience, qualifications, leadership scope, and performance with potential for bonuses and incentives plus benefits. Final compensation is determined on a case-by-case basis and considers a variety of factors including experience level, people leadership experience, and local market conditions. Benefits include: - Comprehensive health, dental, and vision insurance - Retirement savings plan with company match - Paid time off (PTO) and holidays - Ongoing training and professional development opportunities - Opportunity to grow within a fast-paced, dynamic company

• Handle incoming billing cases across phone, chat, and email, ensuring accurate documentation and timely routing or resolution. • Serve as the first point of contact for customers seeking clarity on tax increases, price changes, or variations in monthly charges. • Provide real‑time support for urgent billing issues, payment questions, and account‑status concerns while maintaining a professional, service‑oriented approach. • Process billing structure updates, including invoice consolidation, PO changes, and recurring invoice modifications. • Review and audit customer accounts to explain charges, proration, historical billing, and invoice fluctuations (e.g., tax jurisdiction changes, updated pricing, usage‑based billing). • Update billing contacts, invoice recipients, and account communication preferences. • Assist customers with billing portal access, payment method guidance, and wire/ACH instructions. • Respond to general billing inquiries, including balances, due dates, invoice copies, and usage‑based charges (e.g., international calling, cloud‑storage fees). • Manage hardware‑related requests, including processing new device orders, coordinating returns, and updating account records. • Utilize AI in a variety of ways day to day to create efficiencies, assist with analysis, as well as connect data sets to customer behaviors.

• Daily Bank Account Reconciliation – Perform daily reconciliations of firm and customer bank accounts to ensure all transactions are accurately recorded, balances are verified, and discrepancies are promptly investigated and resolved. • Customer Liability Reporting – Prepare and analyze reports comparing customer liabilities to cash held in bank accounts, ensuring customer funds are fully backed and aligned with regulatory and internal control requirements. • Safeguarding Reconciliation & Transfers – Conduct safeguarding reconciliations to verify segregation of client funds, initiate or approve required transfers, and maintain compliance with safeguarding obligations. • Monitor and manage the firm’s asset and liability positions to ensure appropriate funding, liquidity, and risk balance.

• Client Liaison & Delivery: Act as the main point of contact for the client’s leadership. You own the daily operational relationship and ensure NeoWork’s delivery aligns perfectly with the client's strategic goals. • SLA & Performance Oversight: Manage a high-volume intake floor. You must ensure 100% compliance with strict responsiveness targets and rapid lead follow-up. • QA & Audit Framework: Design and manage the QA systems. You will personally review completed intakes to identify gaps and resolve errors before they reach the client’s legal or processing teams. • Analytical Reporting: You will live in Excel. You’ll track KPIs like call volume, conversion rates, and agent efficiency, transforming raw data into sophisticated dashboards for client stakeholders. • Team & System Administration: Oversee the team’s use of CRM platforms, dialers, and VDI client systems. You manage the scheduling, attendance, and continuous coaching of your dedicated unit. • Process Optimization: Constantly "stress-test" the current workflow to identify bottlenecks and scale operations as the client account grows.