• Independently source and schedule resources for Professional Services projects based on the project timeline and technical skill set required for each role. • Strategically manage the master calendar to maximize utilization, revenue, customer satisfaction, and enablement opportunities. • Respond to scheduling change requests from Project Managers and rebalance the calendar with each iteration. • Interpret SOWs and supplemental information from a pre-sales engineer to determine resource requirements. • Serve as the administrator for the central scheduling tool. • Identify opportunities that need to be outsourced and work with Partner Enablement to source and schedule a subcontractor. • Author Work Orders for sub-contractor resources. • Conduct weekly demand and capacity planning exercises and advise business leaders on the type of resources that need to be onboarded to meet demand. • Provide regular utilization and delivery forecasts to business leaders within the organization. • Understand the roles and domain skills for the technical practice you represent. • Update and maintain the engineering skills base.

• Define and execute the long-term roadmap for the Critical Response team, including tooling upgrades, program gap remediation and AI integrations. • Lead continued development of current workflows and safety programs to improve case process accuracy and reduce operational redundancy. • Partner with Customer Experience, Trust & Safety leadership, Legal and Product teams to build more effective escalation and safety frameworks for the company to reduce risks. • Ensure institutional knowledge is documented and scalable across all workflows. • Audit and streamline existing workflows to reduce administrative burden and expand capacity for strategic, proactive work. • Implement a clear framework for team’s operation capacity while balancing reactive case-handling and dedicated project deliveries. • Be able to use and interpret data to surface operational insights that drive process improvements and better safety outcomes. • Mentoring the team. Build a high-trust, high-engagement team culture. Establish clear career paths and growth opportunities for all members in the team. • Ensuring all team members have clear ownership, development opportunities, and a sense of purpose. • Owns team performance across urgent and routine Salesforce cases and safety alert systems. • Ensure operational coverage; proactively manage scheduling, escalations, and coverage gaps. • Serves as one of the primary escalation points for critical incidents.

• Define and execute the long-term roadmap for the Critical Response team, including tooling upgrades, program gap remediation and AI integrations. • Lead continued development of current workflows and safety programs to improve case process accuracy and reduce operational redundancy. • Partner with Customer Experience, Trust & Safety leadership, Legal and Product teams to build more effective escalation and safety frameworks for the company to reduce risks. • Ensure institutional knowledge is documented and scalable across all workflows. • Audit and streamline existing workflows to reduce administrative burden and expand capacity for strategic, proactive work. • Implement a clear framework for team’s operation capacity while balancing reactive case-handling and dedicated project deliveries. • Be able to use and interpret data to surface operational insights that drive process improvements and better safety outcomes. • Mentoring the team. Build a high-trust, high-engagement team culture. Establish clear career paths and growth opportunities for all members in the team. • Owns team performance across urgent and routine Salesforce cases and safety alert systems. • Ensure operational coverage; proactively manage scheduling, escalations, and coverage gaps. • Serves as one of the primary escalation points for critical incidents.

• Authorizes and reviews utilization of mental health and substance abuse services in inpatient and/or outpatient care settings. • Collects and analyzes utilization data. • Assists with discharge planning and care coordination. • Provides member assistance with mental health and substance abuse issues. • Monitors inpatient and/or outpatient level of care services to ensure medical necessity and effectiveness. • Performs concurrent reviews for inpatient and/or outpatient care. • Develops discharge plans in conjunction with providers and facilities and oversees their implementation. • Provides information to members and providers regarding mental health and substance abuse benefits.