• Lead the Blended Workforce Strategy: Oversee the resource planning and daily management for our internal staff and BPO partners, ensuring we have the right coverage to meet service level agreements (SLAs) across all Insurance Ops and CX queues while building the elasticity to handle seasonal volume spikes. • Oversee Vendor Relationships: Act as the primary point of accountability for our BPO partners. You will manage the performance of these vendors (inclusive of regular reporting, formal business reviews, and relationship management), ensuring they meet quality standards and operational protocols while managing the overall cost to serve. • Optimize Labor Efficiency: Monitor performance trends to identify opportunities for improved labor utilization, ensuring that we are balancing team productivity with a high-quality customer experience. • Own the Learning Domain: Lead the teams responsible for training and content development. You will ensure that our staff—both internal and outsourced—have the knowledge they need to be successful on day one and beyond. • Drive an "AI-Ready" Knowledge Strategy: Oversee the maintenance of our internal and external knowledge bases. Ensure content is not only accurate and easy to navigate but also structured to be "AI-ready," powering future internal and external automation and self-service tools. • Improve Performance through Training: Look beyond basic onboarding to drive ongoing excellence. You will partner with frontline leaders to identify knowledge gaps and deploy training that directly improves quality and efficiency. • Define and Drive Success: Establish clear goals and KPIs for Operations Shared Services, with a strong focus on business- and department-impacting results. Lead the creation of formal Shared Services internal SLAs and commitments to the frontline teams. • Direct Ownership of Shared Services Spend: Manage the budget for BPO contracts, software, and operational tools, ensuring we are optimizing spend and getting maximum value and ROI from our investments. • Manage Contractual Lifecycles: Partner with Legal, Finance, and IT/InfoSec to lead the negotiation and management of vendor contracts, ensuring our agreements can scale with the company's needs. • Build the Operations PMO (V1): Establish the foundation for a centralized project management function. Define how we intake and prioritize departmental projects to ensure operational readiness for every new launch.

The Healthcare Operations Coordinator is responsible for transferring referral, case, and review data between internal systems and client portals to support daily operational workflows. This role ensures timely, accurate, and compliant handling of case information, documentation uploads, status updates, and portal management activities across multiple client accounts. The position plays a critical role in maintaining operational efficiency, meeting turnaround time requirements, and ensuring data integrity.

• Own and manage various IT operational activities, including software management and Active Directory group administration • Create, update, and maintain ServiceNow knowledge articles • Efficiently complete a work queue in ServiceNow • Provide regular updates to lead such as issue escalation, status reporting, etc. • Provide customer service and issue resolution as escalated support for the service desk • Execute repeatable IT tasks with accuracy and consistency • Identify opportunities for process improvement and develop new or enhanced workflows • Integrate AI solutions into existing and new IT processes • Analyze operational challenges, connect the dots, and propose effective solutions • Collaborate with team members to ensure seamless IT operations and knowledge sharing

• Atuar na implantação do SoftExpert Suite em clientes dos segmentos de Logística e Transporte; • Levantar, analisar e mapear processos operacionais, produtivos e logísticos; • Apoiar iniciativas de padronização, controle e melhoria contínua dos processos operacionais; • Traduzir necessidades do negócio em soluções configuradas na plataforma; • Conduzir workshops, treinamentos e acompanhamento das implantações; • Apoiar a institucionalização e adoção da solução junto aos clientes.