• Manage a team of non-clinical roles focused on transitions of care support. • Uphold team members to Imagine specific policies, clinical programming requirements, and utilization targets. • Provide 1:1 supervision to team members to review both administrative topics. • Organize and lead departmental team meetings inclusive of attendance, agenda, and meeting minutes. • Evaluate care team performance quarterly and hold members accountable for KPIs and OKRs. • Develop workflow and productivity requirements. • Create strategies and workflow to scale the program. • Work collaboratively with all other leadership roles to respond to feedback, improve patient experience, and support the development of new programs and services. • Ensure that data is properly downloaded and tracked. • Identify and participate in cross departmental quality improvement efforts. • Identify and participate in strategic efforts to best support the service line's operational needs. • Communicate progress, needs, and updates to leaders, escalate issues when necessary. • Performs other duties as assigned.

• Develop and execute varying negotiation strategies for customers of different size / segments / product lines to maximize contract value while empathizing with customers' situations and protecting and enhancing customer trust • Communicate directly with customers to accurately resolve a high volume of renewals/inquiries in a timely manner while providing exceptional customer service by collaborating with Customer Success, Support/Services, and Finance • Collaborate with Customer Success and Sales teams to identify and maximize opportunities for account growth and expansion • Contribute to scaling the Renewal team by providing feedback, piloting new processes, and developing playbooks for successfully executing renewals • Identify customer requirements, uncover roadblocks, escalate pain-points, and demonstrate strong account management and commercial capabilities to drive renewal to on-time resolution • Provide management with complete visibility to renewals and solicit executive involvement as required • Accurately maintain/update a rolling 120-day renewal forecast and communicate any renewal risk to internal resources in order to develop resolution strategies • Achieve financial and strategic goals for minimizing attrition, positioning favorable terms, and boosting incremental growth via up-sells, cross-sells and add-ons

• Lead the North America implementation organization • Direct leadership of all NA Delivery personnel • Ensure seamless transitions from migration to long-term operations • Act as the bridge between design and execution • Oversee implementation of cloud-native principles

Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. Job Description Experian Consumer Services – Careers That Define “What’s the Next Big (Data) Thing” for Consumers? What could be more exciting – personally and professionally – than being part of a “disruptive” business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition. As the “disruptor” and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation. It’s a position Experian Consumer Services has enjoyed for more than a decade and we’re always looking for the talent that can help expand that lead. These days, the “next big thing” is often “the next Big Data thing.” Experian Consumer Services (ECS) offers an opportunity to lead the charge in turning consumer data into something people use and value every single day. We live in a world where information is a means to improving lives and we challenge our team to do just that: improve lives with our products. As the Senior Problem Manager, you will be the subject matter expert for our growing engineering teams. Our ITIL Problem Management process is world class and has driven higher levels of service delivery across our Experian Consumer Services division for the past 4 years. The primary responsibility of this role will be Problem Management (driving root cause analysis investigations) and some metrics reporting responsibilities. This role requires advanced tactical planning and coordination along with a strategic outlook, leadership, problem solving, organization, and communication skills to be successful. What you’ll be doing: Senior Problem Manager will be responsible for the following activities: - Learn and become the subject matter expert for the ECS IT Service Management processes: Problem Management - Become fluent in the Problem Management process and supporting documentation and tools - Be able to effectively identify and manage risk to production environments associated with all Problem Management activities - Be able to evaluate and make recommendations on improving the Problem Management process - Mentor and guide engineering teams on Problem Management - Be able to navigate and manage conflict with people, process, and technology - Create and enforce policies, standards and supporting documentation - Apply best practices in Service Management - Collaborate within and outside of the Service Management organization at all levels to achieve goals and objectives - Serve as a Problem Manager to drive these Problem Management activities: problem identification, root cause analysis (RCA), post-mortems, Continual Service Improvement (CSI), corrective actions, and Problem Management reporting - Develop and author robust external facing Root Cause Analysis (RCA) documents in a customer friendly and consumable manner - Develop strong metrics and KPIs and how to display them and achieve goals - Ensures documentation is accurate and up-to-date - Ensures that the Service Levels are respected - Strong communication skills by providing timely and frequent updates to ECS Service Management Group - Demonstrates critical thinking capabilities and follows through with risk mitigation and open/pending tasks until they are fully completed - Be the ITSM/ITIL Champion for Experian Consumer Services Qualifications What your background looks like: - 5+ years of experience as an ITIL Problem Manager in a large matrixed organization - Demonstrated success of administering Problem Management and risk mitigation - Experience with common ITSM tools including: JIRA, Service Now, and Confluence - Strong understanding of ITIL Problem Management - Excellent coordination skills to manage complex IT technical investigations - Organizational skills to be able to keep up and improve RCAs - ITIL v3/4 Foundations certified, prefer intermediate or advanced ITIL certifications - Bachelor’s Degree in Computer Science or related field (or equivalent job experience) - Excellent written and verbal communication skills and proficient in English Additional Information Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. - Employee Status: Regular - Role Type: Home - Department: Customer Service - Schedule: Full Time