• Managing BPO vendor performance and day-to-day Care operations • Overseeing daily operations across BPO vendor partners - monitoring queue performance, SLA adherence, occupancy, and staffing levels in real time, and serving as the primary escalation point for operational issues across ACT, Startek, or other partner teams • Managing vendor relationships through regular performance reviews, scorecard reporting, and structured feedback loops, holding BPO partners accountable to quality, productivity, and compliance expectations across all client brands • Coordinating with Workforce Management on scheduling, intraday adjustments, and capacity planning to maintain target occupancy and service level outcomes across queues and skill groups • Administering and maintaining Care systems - including Salesforce, telephony platforms, and contact center tooling - and serving as an operational point of contact for system issues, configuration changes, and cross-functional troubleshooting • Leading or contributing to operational projects, including platform migrations, new client launches, outbound campaigns, and process improvement initiatives, in close partnership with Product, Implementation, Engineering, and Customer Success teams • Owning learning, development, and knowledge management for the Care organization • Building and maintaining new hire onboarding curriculum across BPO vendor partners and internal evermore team members, including training plans, product and process modules, and readiness assessments that get agents to proficiency faster and reduce early attrition • Developing and maintaining training materials: job aids, call flow scripts, huddle guides, SOPs, and e-learning modules that translate complex health plan, product, and compliance content into clear, actionable resources for frontline Care Specialists • Owning and continuously improving the Care knowledge base, partnering with Operations, Product, and Implementation to ensure content stays accurate, accessible, and current across all lines of business, including CMS-regulated programs such as Medicare Advantage and Medicaid • Driving quality, performance, and data-informed continuous improvement • Analyzing performance data using key performance indicators to identify operational gaps and knowledge deficiencies, and translating those insights into targeted training interventions and process improvements • Building and maintaining operational reporting, including BPO scorecards, Care dashboards, and ad hoc analysis that gives internal stakeholders and health plan clients a clear, accurate picture of Care performance across all brands and channels • Collaborating with QA and BPO teams to design calibration sessions, coaching frameworks, and reinforcement learning programs that close identified skill gaps and drive measurable score improvement over time • Enabling a technology-forward, scalable Care operations • Owning system administration and operational configuration across Care platforms, including Salesforce, telephony tools (e.g., Vonage), and contact center systems (e.g., Zendesk) and partnering with IT and Engineering on issue resolution, enhancements, and platform migrations • Leveraging learning platforms and knowledge management systems (e.g., EasyGenerator or similar e-learning authoring tools, Confluence) to build scalable content infrastructure, selecting and implementing new tools as the team and client portfolio grows • Identifying opportunities to leverage AI, automation, and emerging tools to reduce friction in Care workflows, from knowledge delivery and agent guidance to reporting and quality monitoring, and partnering with Product and Engineering to move those ideas forward • Serving as a capable, credible operational presence for internal stakeholders and health plan clients, representing Care in cross-functional meetings, contributing to new client onboarding, and communicating performance results and improvement plans with clarity and confidence

• Populate CTMS entries (visits, procedures, schedules, financial elements, site personnel) according to company requirement; prepare and hand off builds to the CTMS Operations Manager for final review/acceptance. • Execute build QC checklists, validate configuration and data, log defects with reproducible steps, remediate where possible, and escalate gating defects to the Manager or vendor. Track first-pass acceptance and defect remediation metrics. • Provide day-to-day CTMS technical support for Study Start-Up (SSU), Source, Study Ops, Site Network and other Care Access users (access requests, role/tag maintenance, runbook guidance); deliver study-specific CTMS training as assigned. • Produce standard CTMS reports and operational dashboards used by SSU/Study Ops; perform ad-hoc data pulls to support study readiness and cross-functional decision-making • Maintain build checklists, runbooks, and training materials; propose process improvements that reduce rework and improve build quality and throughput. • Maintain accurate build documentation and audit trails for study readiness and compliance. • Support the CTMS Operations Manager in vendor ticketing and incident tracking when escalated. • Assist with onboarding and training of new CTMS Analysts and temporary staff.

• Help shape and implement the go-to-market strategy in your regions of focus, drive annual and quarterly planning and target setting, conduct independent analysis of the business, gather insights, make compelling recommendations to GTM and RevOps leadership, and drive change management to improve the business in line with Sales Lead priorities. • Own territory carving, territory updates, quota-setting analysis, and other data-driven priorities in planning and execution of the business. • Help lead Forecasting and business inspection cadence. • Spearhead complex change management initiatives that improve the performance of the business. • Act as regional representative with other Sales Ops functions: sales compensation, pricing, and deal desk. • Build analytical dashboards in Google Sheets or Looker (if skill set allows) to support business decision making. • Work in a highly collaborative manner to drive revenue growth and scalable operations with various stakeholders across our Go-To-Market functions (e.g. Sales, Account Management, Sales Development, Customer Success, Growth, Marketing), RevOps teams (Sales Ops, Systems & Process, Pipeline Operations, Enablement), and occasionally our Product team.

• Take full ownership of Shopify store operations and customer experience • Eliminate inconsistencies across the site, including broken links, outdated promotions, and conflicting messaging • Standardize shipping, split shipment, and pre-order communication across all touchpoints • Build and document SOPs for all operational workflows • Implement systems and automations that reduce manual work and customer confusion • Respond to customer inquiries via Shopify inbox and social channels • Process refunds, reships, cancellations, and order updates • Triage and resolve support tickets based on urgency • Monitor order flow across Shopify, Base, and Amazon MCF • Audit the website for broken links, incorrect pricing, and outdated promotions • Deliver weekly Shopify performance reports