• Assist attorneys and case managers in reviewing and assessing the merits of clients’ Personal Injury claims • Support the development of claims from intake through resolution by gathering documentation • Prepare and organize demand packages, including medical summaries and supporting evidence • Serve as a primary point of contact for clients during the pre-litigation phase • Communicate with insurance carriers to confirm coverage and provide documentation • Maintain organized electronic case files and track deadlines

• Lead and manage a large team of Video Interpreters with integrity, authenticity, and accountability. • Foster a safe, diverse, and inclusive team culture grounded in collaboration, respect, and psychological safety. • Conduct regular 1:1 meetings, performance conversations, and development planning sessions. • Provide mentorship, professional case conferencing, and coaching to support interpreter growth and resilience. • Support conflict resolution and guide interpreters through the Support Improvement Program when applicable. • Participate in recruitment efforts, including candidate assessments and interviews. • Monitor daily operations to ensure alignment with Convo standards, CRTC regulations, CAV guidelines, and applicable provincial and labour requirements. • Partner with Workforce Management and Operations teams to ensure staffing alignment and service continuity. • Approve timecards and complete required operational reports with accuracy and timeliness. • Step in to interpret (Deaf or Hearing Interpreter) when operationally necessary to support service delivery and maintain team connection. • Analyze daily, weekly, and monthly Interpreter Service Index reporting and related performance data. • Review customer feedback and quality metrics to identify coaching opportunities and performance trends. • Ensure interpreters remain informed and up-to-date on product updates, procedural changes, and company initiatives. • Drive accountability while balancing performance expectations with interpreter well-being. • Collaborate with Interpreter Operations, Quality Assurance, Workforce Management, and People & Culture to align on standards, performance, and workforce needs. • Represent Convo’s values and mission in cross-departmental initiatives and discussions.

• Manage a team of Measurement Strategy Managers and Leads, providing regular 1:1s, coaching, and performance feedback. • Translate company and CX goals into clear, achievable goals for your pod (e.g., renewal targets, experiment volume/quality). • Run pod rhythms (team meetings, account/renewal reviews) that keep work focused and ensure high renewal outcomes. • Create and support career growth paths for team members based on an individual’s personal interest and skill development progress. • Own aggregate health and performance for your pod’s book of business, while MSMs/MSLs remain primary account owners. • Ensure early risk detection and mitigation (e.g., declining engagement, unclear ROI, organizational change). • Review key roadmaps, experiment plans, and renewals to ensure tight alignment to customer goals and clear ROI narratives. • Elevate customer conversations from tactical execution to strategic business impact aligning experimentation to broader company goals (profitability, CAC, MER, etc.)

• Build strong working relationships and develop plans to grow sales at large and complex end user accounts • Elevate current relationships to higher executive levels • Lead front end negotiation, implementation and execution of customer agreements • Calls on and develops C-suite-level relationships with existing and new customers • Identify, influence, and lead mutual beneficial projects with key national accounts • Work with assigned accounts to follow through on agreed upon objectives • Determine competitive share opportunities and create plans to win share • Develop and execute plans to deliver the strategy for the key account • Map and identify opportunities to strengthen the relationships between 3M and the account • Implement best practices across multiple locations