• Identify and size new monetization and growth opportunities across HTS Media • Design lightweight experiments and pilots to validate impact • Build analytical models, dashboards, and narratives to support decisions • Partner closely with Product, Engineering, Sales, and Ops to drive execution • Translate ambiguous problem spaces into clear plans and measurable outcomes • Operate independently with minimal oversight in a high‑ambiguity environment

• Identify and size new monetization and growth opportunities across HTS Media • Design lightweight experiments and pilots to validate impact • Build analytical models, dashboards, and narratives to support decisions • Partner closely with Product, Engineering, Sales, and Ops to drive execution • Translate ambiguous problem spaces into clear plans and measurable outcomes • Operate independently with minimal oversight in a high‑ambiguity environment

• Oversee the end-to-end claims lifecycle from claim submission to insurance reimbursement by resolving claim holds and re-submitting / appealing claim denials • Resolve behavioral health claim denials for inactive coverage, coordination of benefits, prior authorization, documentation, non-covered services, credentialing, and coding • Investigate insurance claim denials and, when required, make Payer calls or message patients to resolve denials

• Create, improve, and streamline Customer Office processes, focusing on scalability and driving outcomes for both our customers and the Customer Office organization. • Own the Customer Office technology stack strategy, including end-to-end ownership of Planhat, to continuously configure, optimize, and evolve the system to align with Customer Office and broader business strategy. • Design and maintain customer lifecycle stages, health scores, playbooks, alerts, dashboards, and automated workflows within Planhat to enable proactive engagement, risk mitigation, and growth. • Define, monitor, and continuously evolve Customer Success KPIs, health metrics, and leading indicators using Planhat and supporting systems. • Leverage data and insights to identify operational gaps, prioritize initiatives, and measure the impact of Customer Success programs on retention, expansion, and overall customer health. • Provide executive-level insights and recommendations to Customer Office leadership based on trends, risks, and performance. • Partner with Systems, Data, Operations, and IT teams to ensure accurate integrations, strong data hygiene, and reliable reporting & workflows across CS tech stack (ex. Salesforce, Planhat, etc.) • Drive and govern Planhat adoption across Customer Success teams through embedded workflows, clear standards, accountability, and measurable usage. • Partner cross-functionally with Product, Operations, Enablement, and other internal teams to drive continuous improvement of the end-to-end Customer Experience. • Develop and maintain operational documentation, SOPs, and execution guides that support consistency, clarity, and scalability across the Customer Office. • Own the Customer Office Operations roadmap, balancing short-term business needs with long-term scale and strategic priorities. • Lead complex, cross-functional operational initiatives as needed, closing gaps and addressing evolving business needs.