• Design and own the operating system that connects sales, onboarding, delivery, and retention into one cohesive engine • Lead a distributed global team across time zones, setting weekly priorities and holding contractors and employees accountable to results • Own new MRR targets: coordinate SDR activity, manage an outsourced sales team, and close new business personally where needed • Build an MRR-first model: define packaging, pricing minimums, and scope controls that reduce churn and rework • Run weekly sales and ops cadences, maintain a live scorecard, and deliver monthly KPI reviews to the Owner • Strengthen client onboarding, communication standards, and escalation protocols to protect a 95%+ retention target • Manage capacity planning, contractor coverage, and scheduling to prevent delivery bottlenecks during growth • Own rolling 13-week cash flow tracking and flag risks proactively • Build and maintain SOPs, templates, and checklists so the team can execute consistently without heroics • Track and improve key metrics: MRR health, close rates, on-time delivery, rework rates, and labor cost as % of revenue

• Global AD is currently in a phase of operational structuring • The Operations Analyst steps in here: to build the foundation that will support this growth • Review, map, and keep operational workflows for key accounts and departments up to date • Identify bottlenecks, rework, and recurring friction points • Continue structuring and standardizing ClickUp • Document each new operational playbook • Assist in training new team members on ClickUp • Develop a monthly operational report for the COO and leadership • Monitor the operational activity of the Client Services area • Ensure basic governance rituals are being performed • Monitor the status of each budget • Follow up and ensure technical specifications are reviewed by the responsible teams

• Monitor and Improve Enrollment Performance: Monitor, analyze, and report on key metrics across the enrollment funnel including activation, conversion, appointment completion, churn, and capacity. Translate data into clear, actionable insights and communicate performance, risks, and priorities to leadership on a regular cadence. • Drive Operational Execution: Coordinate priorities, timelines, and deliverables across multiple teams involved in enrollment. Ensure work is progressing as expected, proactively identify risks, and step in to resolve issues before they impact the member experience or business goals. Partner with Enrollment Operations leadership to prioritize initiatives and align on performance goals • Identify and Fix What’s Not Working: Continuously evaluate workflows across care coordination, logistics, onboarding, and scheduling. Identify bottlenecks, uncover root causes, and implement solutions that improve speed, quality, and scalability. • Lead Process Improvement Initiatives: Execute process improvements in partnership with leadership, ensuring solutions are implemented effectively and sustained over time. Ensure solutions are not one-off fixes, but scalable systems that can support continued growth. • Drive Cross-Functional Alignment: Partner closely with Care Delivery, Clinical Operations, Practice Operations, Marketing, Supply Chain, Support, and Product teams to ensure seamless coordination and handoffs. Act as the connective tissue across teams to keep enrollment running smoothly. • Run the Operating Cadence: Own the weekly enrollment operating rhythm. Facilitate team meetings, track action items, surface blockers, and ensure accountability without introducing unnecessary process overhead. • Build and Maintain Scalable Systems: Own documentation, SOPs, QA standards, and handoff protocols. Ensure processes are clearly defined, consistently executed, and not dependent on tribal knowledge.

• Funnel Ownership: Own enrollment funnel from member registration completion through clinical onboarding and sensor activation. Partnering with Product and Engineering to optimize a tech-enabled conversation journey. You are responsible for driving outcomes across all care team service operational touchpoints. • Strategic Leadership & Innovation: Drive strategy for the member enrollment function. Serve as the strategic owner for funnel design, optimization, and innovation. You will leverage technology, product and analytics to unlock new levels of efficiency and member satisfaction. Your responsibility is to always ensure tight coordination between care delivery operations and the digital product experience and to own enrollment performance metrics across operational touchpoints. • Process Improvement: Build and lead a robust process improvement program that spans care coordination, nursing, fulfillment, onboarding, and clinical scheduling. Identify root causes of inefficiency, design scalable solutions, and ensure each step is repeatable, streamlined, and tightly executed. • Operational Optimization and Automation: Identify and resolve bottlenecks in workflows involving humans, logistics, and clinical processes and developing automation solutions with product and engineering that ensures accountability for metrics and consistent w/w performance. • Daily Funnel Monitoring & Analytics: Track and analyze key performance metrics such as care team capacity (scheduling, staffing, etc), appointment completion rates, lab test completion, kit shipment and delivery, and sensor activation rates. Use data-driven insights to drive proactive interventions and inform long-term improvements. • Capacity Management: Monitor workforce and operational bandwidth (e.g., appointment slots, clinical staffing, lab capacity) to proactively balance load and avoid conversion delays. Partner with Associate Director, Practice Operations to support alignment with the care team day to day operations. • Team Leadership & Development: Develop a high-performing team within enrollment operations, including responsibility for hiring, coaching, and performance management. • Cross-Functional Collaboration: Work closely with Care Delivery, Clinical Operations, Practice Operations, Marketing, Supply Chain, L1 Support, and Product Operations teams to ensure alignment and seamless member handoffs across teams and systems. • Service Experience Stewardship: Ensure the member’s first experience with Twin Health clinically and operationally—is timely, smooth, and effective. Anticipate and remove points of failure in service execution. • Data-Driven Decisions: Use operational data to continuously refine processes and track the impact of interventions aimed at improving conversion and reducing drop-offs. Work closely with the Conversion analytics team to ensure all metrics are clearly defined, measured, and forecasted.