Role Description The Operations Programs Manager plays a critical role in driving revenue performance across GreatWater’s shop network by owning the execution, optimization, and financial integrity of key operational programs. This role sits at the intersection of operations, revenue management, accounting, and B2B partnerships, ensuring programs are not only effectively deployed but also accurately tracked, reconciled, and continuously improved. This individual will lead cross-functional coordination to maximize program adoption, ensure compliance with partner agreements, and drive measurable business outcomes at the shop level. Success in this role requires a strong understanding of end-to-end program lifecycles—from partner setup and shop onboarding to billing, reconciliation, and performance optimization. - Partner on the full lifecycle of revenue-driving shop programs, from concept through launch, execution, and optimization. - Cross-functional partnering (Operations, Accounting, Revenue, and Field Leadership) to align program strategy with business goals. - Develop and manage program plans, including timelines, resources, and performance metrics. - Serve as a primary liaison between GreatWater and certain key partners/vendors. - Ensure proper account setup, onboarding, and integration of partner programs within shop operations and acquisitions. - Drive shop-level adoption and utilization of programs to maximize service opportunities and revenue capture. - Ensure compliance with all partner agreements, contracts, and program requirements. - Oversee program-related financial processes including billing, invoicing, payment processing, and reconciliation. - Partner with Accounting to ensure accuracy, transparency, and timeliness of financial transactions tied to programs. - Identify discrepancies, resolve issues, and implement controls to improve financial integrity. - Monitor program profitability and ROI, providing insights and recommendations. - Develop and implement best practices, training materials, and support resources to drive program execution at the shop level. - Partner with field teams to ensure consistent adoption, compliance, and effectiveness across locations. - Analyze shop performance data to identify opportunities for improvement and growth. - Track and evaluate program performance using KPIs and operational metrics. - Deliver regular updates and insights to leadership on program impact, risks, and opportunities. - Continuously identify and implement enhancements to improve efficiency, adoption, and revenue outcomes. - Respond to program-related inquiries and resolve operational or financial issues. - Maintain accurate documentation of processes, workflows, and program details. - Support additional initiatives as assigned by leadership. Qualifications - Bachelor’s degree in business administration, Finance, or related field (or equivalent experience). - 3+ years of experience in program management, operations, revenue management, or a related field. - Experience working with B2B & B2C partnerships, multi-location operations, or franchise/shop environments strongly preferred. - Exposure to financial operations, billing, or reconciliation processes preferred. - Strong understanding of cross-functional business operations and revenue drivers. - Demonstrated ability to manage programs that involve both operational execution and financial accountability. - Excellent analytical skills with the ability to interpret data and drive actionable insights. - High attention to detail, particularly in financial tracking and reconciliation. - Strong project management skills with the ability to manage multiple priorities in a fast-paced environment. - Effective communicator with the ability to influence across departments and field teams. - Advanced proficiency in Microsoft Excel and working knowledge of Office Suite tools. - Ability to build relationships and collaborate with internal teams and external partners. - Process-oriented mindset with a focus on continuous improvement. Requirements - Remote office environment. - Ability to travel periodically to shop locations and partner sites. - Occasional evening or weekend work as business needs require. - Valid driver’s license with satisfactory MVR.

• Serve as a primary point of coordination between Sales, customers, Applications Engineering, and Solutions Design teams throughout the project lifecycle • Utilize Hyper methodologies and systems to forecast project needs, timelines, and proposal delivery requirements • Manage project execution activities from initiation through delivery, including coordination with suppliers and logistics partners • Track project milestones, timelines, risks, and dependencies to support successful on-time delivery • Support customer-facing activities including project updates, timeline coordination, and issue resolution • Maintain accurate project tracking and reporting within CRM, ERP, and project management systems

• Independently manage branding, campaign, and communication projects • Responsible for project planning, resources, budgets, and timelines • Coordinate interdisciplinary teams and external partners • Manage interfaces between clients and internal teams • Facilitate workshops, meetings, and alignment processes • Identify and manage risks, dependencies, and priorities • Ensure efficient delivery and communication processes • Support scope definitions, effort estimates, and project cost calculations • Support the PM Director in operational project work as well as in reporting, resource, and planning processes

• Build and configure CRIO studies based on approved protocols • Design visit structures, assessments, forms, and workflows • Ensure builds support regulatory expectations and clinical execution • Perform build quality control to verify accuracy and integrity • Update CRIO builds in response to amendments and feedback • Maintain documentation of build validation and readiness • Collaborate with Study Start Up / Regulatory teams • Support internal team training on CRIO workflows