• 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.

• Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of assigned company clients • Provides standardized or scripted responses by utilizing basic user-friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes • Enters required data into client provided systems and databases • Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution • Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries

Role Description Ford Pro is a new global business within Ford committed to commercial customer productivity. The Ford Pro Fleet Success Team will provide sales and service support for commercial fleet customers contracting for our commercial services. - Coordinate & Support Dealership / Customer Title & Registration requests. - Support customer onboarding on assigned product services, including assistance with initial product setup and training on how to use the product. - Provide monthly updates on new features or functionality of the product you are assigned and identify opportunities to educate customers on other products the Ford Pro Team offers. - Assist customers with maximizing the value that they receive from the products and services being delivered. - Monitor usage, offer and provide training on functionality not being utilized by the fleet customer. - Provide the management team with insights into how customers use your assigned product. - Escalate customer concerns and maintain customer open issues tracking and drive to resolution. - Support sales in any sales efforts needed to sell assigned product/service. - Support developing sales & marketing material for your assigned product/service. - Process title and registration transactions, vehicle moves & ensure clients are billed correctly. Qualifications - HS diploma required. - 3+ years prior experience working for a Fleet Management Company preferred. - 3+ years' experience in title and registration work in the US required. - 3+ years experience in sales or service contact experience with Dealers and/or Commercial Fleet customers is beneficial, but not required. - Highly motivated, self-starter with ability to think creatively and operate in a dynamic white space environment. - Strong interpersonal skills for building relationships with clients and effectively communicating with other members of the sales team. - Comfortable working without assigned swim lanes in a fast-paced, highly collaborative environment. - Ability to identify business needs and effectively communicate needs to a product development team. - Courageous and persuasive in pursuit of doing what's right for the customer and the business. - Adept user of Microsoft Office, especially Microsoft Excel. - Familiarity with Project Management Software preferred. - Familiarity with Salesforce and Microsoft Dynamics CRM is beneficial, but not required. Benefits - Immediate medical, dental, vision and prescription drug coverage. - Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more. - Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more. - Vehicle discount program for employees and family members and management leases. - Tuition assistance. - Established and active employee resource groups. - Paid time off for individual and team community service. - A generous schedule of paid holidays, including the week between Christmas and New Year’s Day. - Paid time off and the option to purchase additional vacation time.

• Lead and coach RFSMs to meet performance and quality targets • Conduct regular 1:1s, team syncs, and feedback sessions to support professional growth • Act as a primary escalation point for subcontractor and field issues • Ensure consistent execution of processes, workflows, and service standards • Lead onboarding and training efforts for new team members • Collaborate with internal teams to resolve service delays, escalations, or process gaps • Analyze service data to identify trends and recommend improvements • Ensure accurate tracking of service quality and subcontractor performance