• Own Omada’s end-to-end commercial operating system (planning, pipeline, forecasting, compensation, tooling, and governance) to support scalable growth across our B2B and B2B2C channels. • Lead, coach, and inspire a high-performing Commercial Operations organization setting clear charters, success metrics, and operating rhythms that elevate the performance and engagement of the broader commercial team. • Provide overarching leadership and accountability for Commercial Enablement and Effectiveness, partnering closely with the Senior Director to set vision, priorities, and success metrics that elevate field performance across segments. • ​Lead and integrate Revenue Operations, Commercial Effectiveness (enablement), and Enrollment Forecasting into a cohesive, high-performing organization with clear charters, success metrics, and operating rhythms. • Deliver a predictable, dependable, and accurate sales and enrollment forecast that is trusted across all layers of the organization and tightly linked to financial planning, care teams and supply chain. • Define and execute a coherent AI strategy for Commercial Operations, using AI to improve, pipeline insights, rep productivity, and GTM decision‑making, while establishing clear governance for data quality, model usage, and change management across the commercial organization. • Serve as the Commercial Operations voice on CXLT, helping translate company strategy into clear commercial plans, KPIs, and execution frameworks; proactively surface risks, tradeoffs, and opportunities. • Design and run the governance and cadences that underpin commercial performance (QBRs, pipeline reviews, forecast calls, go-to-market initiative reviews), ensuring meetings drive decisions, accountability, and insight. • Partner with Finance and Commercial leadership on annual and long-range planning processes, including quota setting, territory design, headcount planning, and investment cases for new markets and products. • Oversee the design, administration, and governance of sales compensation plans in partnership with People and Finance, ensuring alignment with company strategy and field productivity. • Drive continuous improvement of our commercial tech stack (Salesforce, sales productivity tools, enablement platforms, forecasting systems), evaluating and implementing platforms that improve data quality, insight, and efficiency. • Champion a culture of experimentation, measurement, and learning within Commercial Operations, using data and customer insights to refine processes, playbooks, and training over time.

• Monitor real-time transactions and other customer behaviors flagged for fraud and abuse for manual review. • Investigate individual transactions using internal policies and review methodologies to determine if the transactions are fraudulent or not. • Understand our systems and tools; investigate account patterns through data analysis. • Research fraud and user behavior to contribute to machine learning models, rules and other detection systems. • Collaborate with analysts, operations specialists, data scientists and engineering to improve our fraud prevention mechanisms, processes and tools. • Learn and maintain strong domain knowledge of the world of fraud including prevention techniques and technologies. • Maintain or exceed established service level agreements (SLAs) for timely resolution of queued cases to minimize potential losses. • Handle escalations from internal and external stakeholders in a professional and efficient manner.

• Drive Operational Excellence by managing performance rhythms with BPO leadership • Own daily operational monitoring—tracking service level adherence, quality, CSAT, and handle time • Lead operational reviews with partners approaching problems from first principles • Serve as the primary operational liaison, building relationships based on transparency and accountability • Synthesize feedback from agents and clients into actionable insights for internal teams

• Design and implement the operational infrastructure required to support nationwide screen rollout • Oversee and scale core verticals: hardware logistics, installation and service operations • Build and lead a team capable of high-stakes negotiation and cost optimization • Recruit, train, and manage a high-performing operations team • Develop SOPs, workflows, and performance standards • Own the operations budget • Collaborate with Business Development to align operational timelines • Partner with Product and Content teams • Identify, onboard, and manage installation, service, warehousing, and logistics vendors • Implement tracking systems for installation quality • Build executive dashboards and reporting structures • Drive continuous improvement across installation workflows