• 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

• Manage and maintain multiple executive calendars, scheduling meetings and resolving conflicts proactively. • Coordinate internal and external meetings, prepare agendas, and manage executive correspondence. • Co-lead and support high-level projects by tracking timelines, follow-ups, and deliverables. • Prepare reports, presentations, and executive documentation as needed. • Support executives with patient scheduling and related coordination requirements. • Liaise with healthcare staff to align priorities and ensure smooth communication. • Ensure adherence to HIPAA and healthcare data privacy standards in all administrative tasks. • Handle sensitive patient and business information with discretion and professionalism.