Role Description - Liderar e desenvolver o time de suporte, promovendo capacitação, alinhamento e cultura de excelência no atendimento; - Estruturar, padronizar e otimizar processos de atendimento e suporte técnico; - Monitorar indicadores de performance, qualidade e satisfação dos clientes, promovendo ações de melhoria contínua; - Gerenciar a priorização e tratamento de chamados, bugs junto às áreas de produto e tecnologia; - Atuar em conjunto com outras áreas (Comercial, Customer Success, Implantação) para garantir uma jornada positiva ao cliente; - Promover o uso de ferramentas e automações que aumentem a produtividade da equipe e a experiência do cliente; - Ser referência técnica e comportamental dentro da área, garantindo alinhamento com a cultura da empresa; - Apoiar em outras atividades relacionadas ao setor e às demandas da equipe. Qualifications - Formação Acadêmica: Ensino superior completo em Administração, Contabilidade, Sistemas de Informação ou áreas afins. - Experiência com gestão de equipes de suporte ou atendimento ao cliente, preferencialmente em empresas de tecnologia ou consultoria; - Experiência em processos fiscais e/ou contábeis é um diferencial importante. - Conhecimento em sistemas ERP; - Familiaridade com ferramentas de atendimento (Jira e Hubspot); - Conhecimento em processos tributários, contábeis ou legais.

• Perform as a liaison between IT and business unit(s) with minimal/limited supervision from Business and Systems Analyst III or above and/or other team members • Collect and review requirements using various elicitation techniques (e.g.: interviews, document analysis, workshops, surveys, business process descriptions, use cases, business and workflow analysis). • Document appropriate level of requirements based on the initiative needs • Develop requirements management plan for a project as needed • Assist in any business process redesign and documentation as needed for new technology and for enhanced technical solutions • Gain consensus on requirements from all impacted partners • Actively engage in and contribute to initiative discussions and issue resolution • Participate in Statement of Work reviews • Interpret architecture documents/roadmaps • Support all downstream consumers of requirements to ensure understanding and ability to execute against the requirements delivered. • Work with Business Stakeholders, Architecture, PMO, QA, UAT and IT to manage change across all requirement deliverables • Performs other duties as needed

• Own attribution & tracking: Define and maintain attribution logic • Ensure all channels and campaigns are correctly tracked • Validate that all parameters (UTMs, internal mappings, backend tags) are properly passed into applications • Identify and fix tracking issues (missing data, broken logic, inconsistencies) • Investigate discrepancies between marketing platforms and internal analytics • Support new product launches, channels, and partners from a tracking perspective

Role Description Health Systems Change Specialists provide technical assistance through assessment, education, and supporting healthcare providers to improve clinical workflows for nicotine dependence treatment. The specialist builds relationships with clinic staff to guide effective and efficient processes, and provide feedback on treatment referrals. - Provides technical assistance through training brief intervention for treating nicotine dependence, guiding workflow modification for process improvement, and performance monitoring of treatment referrals. - Assesses training needs and delivers training to advocates of health systems change as determined by state clients and the program manager. - Works with program manager to create, refine and update training materials and education resources. - Collects and analyzes key performance indicators for inbound treatment referrals to generate and send feedback reports to healthcare providers and staff. - With the program manager, identifies trends, prioritizes and conducts proactive outreach to assess technical assistance needs. - Initiates and cultivates relationships with healthcare staff. - Educates and guides healthcare providers and staff to improve workflow using quality improvement methods via multiple channels of communication including print, email, telephone, live virtual and live in-person, or others as required. - Documents clearly and with accuracy the delivery of technical assistance and trainings delivered into program software. - Performs administrative tasks related to program documentation and delivery. - With program manager, provides reports to demonstrate program delivery effectiveness and efficiency in key program activities. - Collaborates with quitline staff to ensure up-to-date information on program offerings and maintain knowledge of best practices for treatment of nicotine dependence. Qualifications - Bachelor’s Degree required. A degree in Psychology, Social Work, Public Health or other Human Services field preferred. - Two years experience in healthcare with exposure to clinic processes, quality improvement methods such as PDSA, and/or health education. - Experience working with customer databases preferred. Requirements - None Benefits - Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans. - Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations. - Dental & Vision Plans: Coverage effective the first of the month after hire. - Retirement Savings: 403(b) plan with employer contributions after two years. - Wellness Incentives: Earn up to $200 annually for preventive health activities. - Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees. - Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution. - Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer. - Disability & Life Insurance: Employer-paid plans and optional buy-up choices. - Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan. - Exclusive Discounts: Savings on local services, insurance, and RTD bus passes. Company Description At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.