• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions. • Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness. • Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed. • Maintain a deep understanding of our products and services to provide knowledgeable support. • Document customer interactions and feedback to aid in continuous improvement of our services. • Work closely with other departments to resolve customer issues and contribute to the overall customer experience. • Stay informed of new product features and updates to provide accurate and current support. • Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.

• Manage diaries, schedules, and fieldwork logistics to support smooth project delivery. • Assist in developing and executing project-related administrative tasks, including screeners, discussion guides, questionnaires, project documents, and compliance forms. • Support the setup and quality control of project materials (e.g., analysis plans, report templates, other documentation) • Collaborate closely with the Operations Manager and Senior Operations Executive to ensure tasks are completed accurately and efficiently. • Learn and utilise project management software to track, manage, streamline project workflows.

• Lead project management for all stewardship and donor engagement initiatives, including timeline creation, task delegation, and progress monitoring • Oversee event and stewardship deliverables to ensure on-time execution and cross-team coordination • Update and maintain the Development Asana Board, ensuring accuracy, transparency, and alignment across Development verticals • Responsible for quarterly stewardship summaries and deliverable status updates • Manage donor contribution workflows, efficiently entering contributions into the system and tracking donor pledges • Manage donor recognition workflows, ensuring timely, personalized, and consistent acknowledgment across donor segments • Partner with Development and Communications teammates to ensure donor-facing materials meet brand, quality, and impact standards • Coordinate logistical and operational details for donor engagement events, including venue coordination, run-of-show, guest lists, communications, and vendor engagement • Support cross-departmental systems alignment, working closely with the Director of Integration & Capacity Building to streamline processes and strengthen operational cohesion

• Perform the daily, weekly, and monthly/periodic administrative functions necessary to update and maintain the formularies for Navitus’ clients for all lines of business • Work with the Formulary Services Supervisors to make all changes to the formulary information accessed by clients • Day to day formulary maintenance • Having advisory input to how this information is presented, maintained, and reviewed • Take formulary information from various sources including the Pharmacy and Therapeutics Committee, the Formulary Advisory Committee, and Clinical Account Executives to coordinate the process of entering the information into the formulary change database and communicating changes to Benefits Systems and Auditing • Maintain up-to-date formulary documents available through multiple resources including ePocrates, web portals, and e-prescribing • Review weekly Medispan Reports for new drugs and drug changes that impact the formulary • Collaborate with clinical and client services throughout new client implementations to capture the formulary information needed for plan set-up • Trouble-shoot various formulary/set-up questions • Approximate travel required (5-10%) • Other duties as assigned