• Own end-to-end survey program delivery across participating facilities, including onboarding, roster intake, configuration, launch, monitoring, closeout, and reporting. • Develop and maintain scalable implementation workflows, playbooks, and templates to support consistent execution across cycles. • Design and manage wave-based onboarding and rollout plans to ensure delivery quality as programs expand. • Maintain program calendars aligned to state submission windows, reporting requirements, and partner deliverable timelines. • Ensure validated survey instruments are deployed exactly as written, including version control and configuration governance. • Maintain audit-ready documentation for each facility cycle, including milestones, approvals, exports, and submission artifacts. • Establish and enforce standard data validation and quality controls to ensure defensible reporting and reliable outputs. • Deliver facility-level reporting (dashboards/exports) and aggregated reporting deliverables as applicable. • Support benchmarking approaches, including peer grouping logic and confidentiality/suppression thresholds. • Lead digital-first fielding models (email/SMS), including reminder strategy, response monitoring, and issue resolution. • Configure and manage outreach workflows within Carefeed’s platform tools, including templates and scheduling. • Coordinate optional mail/phone outreach strategies when needed and manage vendor execution (mail/CATI) when used. • Partner with Product, Engineering, Client Experience, Operations, Regulatory Affairs, and Marketing to ensure survey delivery is scalable and aligned with platform capabilities. • Serve as the primary operational liaison for association and partner stakeholders regarding delivery, reporting cadence, and continuous improvement. • Support proposals and partnership growth by contributing methodology narratives, deliverables definitions, and reporting examples.

• Lead a global team of Customer Success Managers dedicated to the Service Provider vertical. • Develop and execute a comprehensive success strategy to drive GRR/NRR. • Create, build, and foster a sense of high-performance culture. • Network effectively with customer executives at global ISPs, CDNs, & Neo-Cloud providers. • Define and execute success processes for maximizing Kentik's value. • Manage customer expectations and orchestrate cross-functional resources.

• Lead the design, preparation, and execution of the Operational Readiness Verification (ORV) framework • Ensure support team meets 'Airworthiness' equivalent • Design & Architect the ORV Framework Safety Gate Design • Lead cross-functional reviews for Pre-Launch Audits • Develop 'Testing-to-Truth' pipeline • Create and support a safety training program internally at TaskUs

• Define and drive the product vision, strategy, and multi-year roadmap for assigned clinical and pharmacy programs • Serve as the end-to-end Product Owner, accountable for product lifecycle management from ideation through optimization • Ensure products remain market-relevant, competitive, and aligned with organizational growth objectives • Support sales and marketing efforts • Monitor market for competitive trends • Lead cross-functional program planning and execution to ensure on-time, high-quality product delivery • Establish clear milestones, success metrics, and governance processes to drive disciplined execution • Identify risks, remove barriers, and ensure seamless integration across systems and workflows • Partner with Operations, IT, Implementation, Sales, Client Success, Pricing, and external partners to align priorities and deliver outcomes • Translate strategic objectives into actionable plans across departments • Serve as the central point of accountability and decision-making for assigned products and programs • Monitor product performance, financial impact, and client outcomes to inform enhancements • Drive continuous improvement initiatives to improve scalability, efficiency, and user experience • Incorporate stakeholder and market feedback into ongoing product refinement and innovation