• Responsible for performing specialized maintenance and operation of mobile network systems. • Perform specialized-level maintenance and operation of network elements and services within scope. • Analyze and execute configuration requests (MOP), resolve medium- and high-complexity issues, and handle corrective tickets for network elements within scope. • Perform acceptance testing of new network elements and new services (ATP and PQR) — deploy, manage, and troubleshoot network devices in virtual environments. • Ensure, together with the monitoring team, the deployment and proper functioning of monitoring integrations. • Provide support and manage the deployment and activation of engineering projects. • Support the engineering team with occasional validations in the TIM Lab for solutions or equipment within the network scope. • Analyze and resolve failures related to configurations implemented and provide support for network faults detected in normal production. • Provide occasional support to the network monitoring team and the Innovation Labs area. • Work on-call and in emergency shifts according to the area schedule. • Execute scheduled activities within the maintenance window (between 22:00 and 07:00). • Develop scripts and processes for automation to increase efficiency and reduce task execution time.

• Lead and support a team of 5–25 field service technicians across the Midwest region. • Coach and develop technicians through ride-alongs, check-ins, and real-time support. • Balance schedules, priorities, and coverage to meet service commitments. • Partner with grocery stores, big box retailers, and home improvement leaders. • Handle escalations with professionalism and calm decision-making. • Reinforce safety, quality, and high standards in the field. • Build trust with your team and customers through clear communication and follow-through.

• Provides integrated support across stakeholders (providers, clinical staff, hospital administration, pharmacy, vendors) and throughout the outpatient specialty pharmacy program continuum of care. • Responsible to ensure that the Specialty pharmacy is delivering "exceptional care," to all of their patients. • Also responsible for proactively identifying growth opportunities for the specialty pharmacy program and building cost benefit analysis to determine initial viability. • Provides day to day oversight of all pharmacy patient liaisons that will be integrated within clinics covering multiple specialties including but not limited to MS, Oncology, Pediatrics, Pulmonology, Rheumatology, Transplant, and Infectious Diseases. • The liaisons are responsible for patient benefits investigation, prior authorization, and monitoring patient medication adherence to ensure that patients can seamlessly access their outpatient prescriptions. • The Director of Operations will manage all aspects of Shield's day to day operations with hospital partners and is responsible for the overall financial performance within assigned health system partners. • This individual will be responsible for coordinating with pharmacies, administrative, and clinical leadership to develop, implement, and monitor performance on growth initiatives while maintaining excellent patient and clinician satisfaction scores.

• Lead a team of investigators to conduct deep-dive ATO and scam investigations, extracting actionable insights that inform upstream mitigations and product improvements • Build and maintain systems for tracking investigation findings, patterns, and outcomes—ensuring insights are packaged and delivered to partner PED teams in a consumable and actionable format • Coach and develop investigators at varying experience levels, including transitioning operational SMEs into investigation roles and providing stretch opportunities for high-performing ICs • Accountable for strategic direction for the ATO labeling program, leveraging a mature program team responsible for execution. You will be partnering with ML/DS teams to anticipate model training needs and proactively expand labeling scope to be best-in-class • Drive the evolution of T&S manual review queues to meet business needs, implementing AI-assisted workflows • Coach program managers and SMEs to operate independently while maintaining quality and throughput standards • Partner with Risk PED, ML/DS, Litigation, and CX to translate investigation learnings into product and process changes • Govern standards including taxonomy, SLAs, and responsible AI practices across investigations, labeling, and manual review • Drive a prioritized mitigation roadmap with clear outcome metrics, automation targets, and executive readouts • Own OKRs for investigations, labeling, and manual review functions; contribute to executive business reviews • Manage escalation readouts (delegating where appropriate) and provide incident support as needed • Build and maintain dashboards and reporting to track operational health, quality, and impact.