• Build and refine new-hire ramp models • Track provider progression over time • Create clear diagnostics for leaders • Measure training and LMS impact • Deliver simple, clinic-level business plan packages • Partner with Learning & Development to shape training • Develop and test compensation scenarios

• Working Hours - 1st Shift- 7:30 a.m. to 4:00 p.m. (EDT) • Must be willing to work rotating weekends every 4th week, plus some holidays • Perform a variety of activities to identify, investigate, and resolve wrong encounters and documentation errors • Collaborate with Registration, Billing, clinicians/clinical service lines to resolve documentation errors • Ensure corrections are completed in a timely, accurate manner to support patient safety • Direct users to appropriate avenues if requests are not Chart Correction related • Validate correction of the error and resolve all chart correction cases before closing

• Build and maintain dashboards tracking performance across all live AI programs — automation rate, containment, AHT, CSAT, and model quality metrics — using tools like Zendesk Explore, Looker, or similar • Identify performance degradation, intent gaps, hallucination, model drift, and guardrail failures across Zendesk AI, chatbots, ticketbots, and automation workflows • Own the incident response process for AI quality issues — when performance degrades or a guardrail fails, you triage, escalate, and drive resolution with a clear post-mortem • Serve as the primary admin for net-new AI tooling post-launch — including VoiceAI platforms, Zendesk AI agents, and any other tools handed off from the implementation phase • Maintain active optimization backlogs for launched programs, ensuring improvements don't stall after initial implementation • Drive post-launch iteration in partnership with the Chatbot Strategy Manager and tooling teams, tracking outcomes rigorously • Own the AI program documentation library: runbooks, flow documentation, QA procedures, training guides, and internal knowledge base articles • Maintain accurate records of AI program behavior, guardrails, and change history to support compliance and audit readiness • Partner with the CX AI & Automation Manager during launch phases to establish performance baselines, define QA criteria, and ensure clean handoff documentation • Build feedback loops from AI performance data to inform product, engineering, and CX leadership decisions — your insights should shape what gets built next, not just what gets fixed

• Responsible for performing trade-related functions in accordance with client’s scope • Create thorough, compliant, and detailed HS classifications • Work with management, client teams, and external parties • Utilize Trade Applications & Software to analyze import and/or export data • Monitor and adhere to changing priorities • Interact with internal and external parties including clients and regulatory bodies • Troubleshoot and resolve complex issues • Audit work for quality and compliance • Develop and deliver desk side training to Trade Analysts • Contribute to process development and improvement