• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing training. • For cases that involve internal stakeholders, guide ambassadors to take proper action to case closure and in rare cases, support with in-the-weeds case handling • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way • Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings • Share input and recommendations about service target setting. • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director • Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching • Support team in professional development within a team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team. • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

• Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models • Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies • Produce monthly executive readouts covering workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage), service-level outcomes and operational KPIs, org-level results and trends, with clear insights and recommendations • Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience) • Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization • Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights. • Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities • Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices

• Develop and ensure the implementation of the CAS sales strategy. • Provides strategic leadership for the sales force and ensures alignment and partnership with Cardiology sales management. • Successfully lead the team to achieve market development and penetration in key patient populations. • Train, coach, and develop employees in sales skills, product knowledge, teamwork, time and territory management, competitive knowledge, and career goals/pursuits. • Communicate corporate and regional mission, goals and activities. • Direct and motivate personnel to achieve unit, revenue and implant goals. • Provides ongoing feedback/coaching and regularly schedule performance reviews. • Implement corrective actions where necessary. • Assist employees with Individual Development Plans (IDP’s). • Develop and implement strategies to achieve short and long term business objectives. • Provide overall management of sales area assets including: Implementation and adoption of salesforce.com, developing and managing budgets and forecasts, ensuring efficient, effective use of inventory and expenses. • Negotiate and resolve price and contract issues.

• Collaborates with key stakeholders to coordinate, develop and execute clinical strategies. • Drive execution of key CAS initiatives to achieve Group, OU and Regional level goals. • Maximize regional personnel performance by managing, developing and motivating clinical support employees. • Lead all regional clinical support related activities and programs. • Work with regional leadership to align resources based on business priorities and appropriate clinical support demands. • Provide ongoing feedback and coaching to direct reports; implements corrective actions where necessary. • Understands national, regional and territory sales objectives.