• Execute high-volume backend operational workflows across customer accounts • Upload and manage customer documentation within the platform • Update appointment reminders and operational system records • Process operational tickets submitted by the Customer Success team • Maintain accuracy and consistency across operational data workflows • Collaborate with operations leadership to map customer workflows • Document repeatable operational processes and SOPs • Maintain and update internal documentation as workflows evolve • Identify repetitive operational tasks suitable for automation • Surface automation opportunities to engineering stakeholders • Support operational efficiency improvements through workflow analysis • Utilize basic automation tools or scripting where applicable • Coordinate ticket intake from Customer Success teams • Communicate operational updates asynchronously across teams • Partner with engineering teams on automation handoffs

• Help shape and strengthen the clinician experience at Chatterboxes by supporting the systems, processes, and day-to-day operational rhythms • Partner closely with leadership on recruiting, onboarding, team development, and organizational processes • Bring consistency, structure, and follow-through to key operational and team initiatives • Support the ongoing growth and consistency of our leadership team by helping coordinate leadership development initiatives, communication systems, and organizational follow-through • Help cultivate a strong sense of connection and community across our remote team by coordinating initiatives • Serve as a key operational connector across leadership, systems, and workflows

• Own end-to-end payment operations, including check run processing and register management across multiple platforms • Lead daily workflows to ensure accuracy, timeliness, and compliance; establish and monitor KPIs and SLAs • Manage vendor relationships (e.g., ECHO) for file transmissions and EOB template creation/modification; troubleshoot vendor file failures • Monitor revenue generation and EOB timing and reporting • Partner with IT on incident response and system issues • Drive automation and efficiency initiatives; support dashboard and reporting development • Partner with Finance on funding requests, registers, and reporting • Support TPA acquisition integrations • Maintain controls, quality standards, workflow testing, and validation • Lead SOP development, process standardization, and team training

Role Description This role is remote and can be performed from anywhere in the U.S. The Licensing Enablement & Adoption team provides licensing training, portal demos, and strategic guidance to Cisco customers and partners, with the goal of enabling their self-sufficiency with licensing management. This is a high-impact hybrid role that sits at the intersection of Strategic Licensing Enablement and Instructional Design. You won't just be creating training materials; you will be the bridge between Cisco's complex licensing ecosystem and the people who use it. You will own the end-to-end learning lifecycle from designing interactive, multimedia content to delivering live, strategic guidance that helps our customers and partners unlock the full value of their Cisco investments. Key Responsibilities - Enablement & Strategic Guidance: - Deliver live licensing training, portal demos, and best-practice workshops to internal teams, partners, and customers. - Provide strategic consulting on Smart Account optimization, license migrations, and consolidation to improve value. - Assist stakeholders in navigating the Cisco licensing ecosystem to ensure operational efficiency. - Work multi-functionally to resolve licensing queries and ensure seamless stakeholder engagements. - Content & Learning Design: - Develop and maintain high-quality training materials, including documentation, process walkthroughs, and multimedia videos. - Design structured courses and assessments to meet diverse learning objectives. - Collaborate with Domain Experts to ensure content accuracy and relevance. - Manage the learning content lifecycle, including version control and accessibility standards. Qualifications - 1+ years of experience in instructional design, technical training, or a customer-facing enablement role. - Proven ability to create professional-grade training documentation and multimedia content (videos, walkthroughs, FAQs). - Excellent presentation and facilitation skills, with the ability to simplify complex technical concepts for diverse audiences. - Experience using data or feedback to measure training effectiveness and improve learning outcomes. Requirements - Bachelor’s degree in Instructional Design, Education, Communications, or a related field (or equivalent practical experience). - Experience with Cisco licensing tools and processes (e.g., Smart Accounts, CSSM, Cisco License Central). - Proficiency in modern e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate, Camtasia, or similar). - Proficiency administering Learning Management Systems (LMS) to track and report on learner progress. Benefits - Medical, dental and vision insurance. - 401(k) plan with a Cisco matching contribution. - Paid parental leave. - Short and long-term disability coverage. - Basic life insurance. - 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees. - 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco. - 16 days of paid vacation time per full calendar year for non-exempt employees. - Flexible vacation time off program for exempt employees. - 80 hours of sick time off provided on hire date and each January 1st thereafter. - Optional 10 paid days per full calendar year to volunteer.