• Monitor, interpret, translate, and advise internal stakeholders on practices, programs, systems, challenges, objectives, trends, innovations, and advancements within health domains and/or industry verticals. • Act as an expert on how to win against our competitors; Translate competitive intelligence into actionable insights to arm sellers; Build internal understanding of competitor products and differentiators, educating internal teams on how to beat them. • Coach internal teams on the interests, challenges, pain points, and responsibilities of individuals involved in Health Management activities at all levels, to inform software development, positioning, product demonstration, and customer engagement. • Actively support and advance sales opportunities to realize sales conversion, including creating RFP responses, proposals, presentations, supporting product demos, and coaching sales staff on customer needs, use cases, and Cority product capabilities. • Help define and promote Cority’s Health Management product vision, strategy & investment priorities; collaborate with Product Managers, Developers and Engineers to set product development priorities. • Provide industry and/or product expertise to inform M&A evaluations, including conducting product capabilities gap analyses, validation, and determining fit within Cority’s broader product vision & strategy. • Support the discovery, evaluation, integration and launch of third-party software/content with Cority solutions to service defined use cases; Act as a Cority representative within industry groups, professional associations, and innovation projects. • Act as the company’s voice for its products and differentiated value with key internal and external stakeholders; Meet, build, and support relationships with industry analysts and evaluators; Serve as thought leaders at industry events & media interviews.

• Manage a globally-dispersed web development team • Drive strategy, execution, and technical excellence across web properties • Define web development roadmap aligned with business objectives • Evaluate new tools, platforms, and technologies • Identify automation opportunities to improve efficiency • Develop and maintain web standards and best practices • Build and maintain Webflow sites • Execute complex website migrations • Create and deploy automations to streamline workflows • Ensure site performance, SEO optimization, and accessibility standards • Troubleshoot technical issues • Delegate and assign tasks to junior developers • Provide mentorship and conduct regular 1:1s • Foster a collaborative team culture • Track project progress and adjust priorities as needed

• 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