• Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion. • Design and lead a high-performance, 24/7 service model that consistently exceeds SLAs and critical KPIs - including CSAT, response, and resolution times - by optimizing resource allocation and delivery channels while ensuring continuous first-line support. • Act as a thought leader within the organisation, driving innovation, transformation, and best-in-class service delivery across global payroll support services. • Foster and maintain strong cross-functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment. • Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies. • Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features. • Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability. • Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures. • Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.

Role Summary The Client Experience Director, Pharmacy Solutions is a senior, client facing professional responsible for delivering exceptional operational execution and subject matter expertise across pharmacy benefit solutions.  This role serves as a trusted advisor to clients on pharmacy strategy, plan design, formulary management, and ongoing program optimization. Unlike broader account management roles with commercial growth responsibility, this position is deeply focused on pharmacy operations, program performance, and client outcomes , ensuring pharmacy solutions are implemented, managed, and evolved with precision and excellence.  The Client Experience Director partners closely with Account Management, Product, Analytics, and external pharmacy partners to deliver seamless, highquality client experiences. Key Responsibilities Client Engagement & Trusted Advisory Serve as the primary pharmacy subjectmatter expert for assigned clients, building strong, trustbased relationships through proactive engagement and consultative support. Act as a strategic advisor to clients on pharmacy benefit design, formulary strategy, utilization management, and emerging pharmacy trends. Support client retention through exceptional service delivery, issue resolution, and continuous optimization of pharmacy programs. Pharmacy Program Strategy & Execution Lead the design, implementation, and ongoing management of pharmacy benefit programs, including formulary updates, plan design changes, and vendor coordination. Oversee pharmacy related RFPs, renewals, and vendor evaluations in partnership with internal stakeholders. Ensure pharmacy solutions align with client goals, regulatory requirements, and organizational strategy. Qualifications Bachelor’s degree in healthcare, business, pharmacy, or a related field (Master’s degree preferred). Significant experience in pharmacy benefit management, pharmacy consulting, or healthcare advisory roles . Deep understanding of pharmacy benefit design, formularies, utilization management, and pharmacy economics. Strong analytical skills with the ability to translate complex data into client ready insights. Proven ability to manage multiple complex initiatives and stakeholder relationships simultaneously. Excellent communication skills with comfort engaging senior client and internal leaders. Core Competencies Pharmacy subjectmatter expertise Operational excellence and execution discipline Client trust and advisory presence Cross-functional collaboration Analytical rigor and insight generation Accountability and followthrough

• Lead the way today and to step into greater roles tomorrow • Provide development and career paths to enhance skills in a fun and fast-paced environment

• Assist customers by handling inquiries • Resolve concerns and ensure a positive service experience • Respond to customer inquiries via phone, email, or chat • Provide accurate information about products and services • Resolve customer issues in a timely and professional manner • Maintain records of customer interactions in internal systems • Follow company policies and service standards • Escalate complex cases when necessary • Meet quality and performance targets