• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs). • Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts. • Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience. • Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support. • Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles). • Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.

• Support the execution of operational processes that power the Horse Racing product, helping ensure a seamless and high-quality customer experience. • Collaborate with teams across Product, Marketing, Analytics, and Compliance to support initiatives that improve performance and optimize offerings. • Assist in identifying opportunities to enhance customer journeys and contribute to solutions that improve key business metrics. • Help define and execute promotional campaigns for the Horse Racing product, partnering closely with the Promotions Team to bring strategies to life. • Analyze promotional and product performance, using data to uncover insights and inform future strategies. • Support project execution from planning through delivery, helping keep initiatives on track and aligned with team goals. • Leverage your interest in horse racing to contribute ideas that improve the product experience and drive engagement.

• Assist in the coordination and execution of various administrative tasks to support the day-to-day operations of the HR Consulting Practice • Answer and manage the main line, schedule meetings, and perform various administrative tasks to support the HR Consulting Practice • Respond to client inquiries sent to the main HRC email promptly and professionally, always ensuring exceptional customer service • Prepare, review, and compose correspondence to internal and external clients • Under the direction of the leadership team, draft, review, and enhance Standard Operating Procedures (SOPs), identifying opportunities for improvement • Additionally, maintain and update the SOP spreadsheet, ensuring all documents are accurate and current • Collaborate with team members to implement process enhancements and streamline operations • Assist the Content and Partnership Manager in coordinating internal lunch and learns and external client-facing webinars, following up with any action items and communications • Assist Operations and Implementation Associate in preparing, QC’ing and sending follow up emails to attendees joining our educational webinars • Works closely with the Operations and Implementation Associate and serves as backup as needed • Manage the renewal process for Virtual HR clients and related products/services, ensuring timely execution and completion of tasks by all team members • Provide staff access to Harvest projects and updates on project hours and invoice payments • Review open projects in Harvest, notifying leadership of any projects exceeding or close to exceeding hours • Ensure all client information and billing is accurate in Harvest, BenefitPoint and AMS360, creating service agreements and posting billing for all new projects, ensuring all data-integrity across the platforms • Process and generate accurate and timely invoices in AMS360 for clients based on contractual terms and agreements • Follow Hilb Group I HRC collection standards, by pulling aging reports and working with Operations Manager to review and notify clients, keeping detailed notes on all communication • Escalate any past due amounts exceeding 30 days to National HR Consulting Leadership Team for their immediate attention • Reconcile and process vendor invoices, researching and resolving any discrepancies • Prepare monthly and quarterly reports to reconcile and ensure all transactions are accurately captured and processed in Harvest, BenefitPoint and AMS360 • Respond to client billing and invoicing inquiries in a timely manner, involving the Operations Manager and leadership when needed • Ensure compliance with company policies, and client-specific requirements.

• Oversee day-to-day operations of all Hawthorne Health trial sites, including decentralized and hybrid models. • Translate study scopes into operational strategies, including Manuals of Operations and project governance documents. • Ensure efficient trial start-up, recruitment, conduct, monitoring, and close-out activities. • Develop and standardize operational policies, SOPs, and performance metrics to optimize quality and consistency across sites. • Ensure adherence to ICH/GCP guidelines, FDA regulations, company SOPs, and sponsor-specific requirements. • Oversee regulatory submissions, IRB/IEC approvals, and site compliance documentation. • Monitor site performance metrics, conduct audits, and implement CAPAs to uphold quality standards. • Safeguard patient confidentiality and maintain compliance with HIPAA/PHI regulations. • Lead, mentor, and develop site managers, coordinators, HEROs, and cross-functional operational staff. • Build training frameworks for project-level and site-level execution to ensure consistency and readiness. • Foster a culture of collaboration, accountability, and continuous improvement.