• Act as the Program Manager backup, ensuring uninterrupted program execution • Manage daily team coordination, schedules, and action item tracking • Prepare and deliver status reports, PMR presentations, and executive briefings • Track and report KPIs and SLA metrics (SS-1 to SS-23) • Oversee staffing activities, including onboarding, offboarding, and clearance verification • Coordinate transition activities aligned with PWS requirements • Support quality management processes, including audits and corrective action plans (CAPs)

• Monitor incoming escalation queues in real time and ensure timely triage and assignment of all cases • Assign 100% of cases to the appropriate internal resource within defined SLA targets (typically within 20 minutes or faster) • Analyze case details to determine priority, ownership, and appropriate routing path • Collaborate with internal teams and senior team members when case ownership or routing is unclear • Respond to internal chat and email requests promptly, maintaining high responsiveness standards • Prioritize high-visibility communications, including executive-level escalations • Maintain awareness of queue health, workload distribution, and team availability • Proactively escalate risks or challenges impacting case assignment • Support reporting, data tracking, and operational analysis activities • Ensure adherence to operational processes, policies, and SLA commitments • Participate in coverage rotations, including potential weekend or on-call support as needed

• Lead and oversee all operational, technical, compliance, and workflow elements related to federal and non‑federal data linkage for the NIA Data Access Program • Ensure linkage workflows are secure, compliant, efficient, and consistently aligned with federal policies and DUAs • Provide full lifecycle program security leadership across all data linkage tasks, including risk management, quality assurance and maintaining data security of Federal datasets • Oversee security and quality of deterministic, probabilistic, and multi‑way linkage methodologies • Direct security and quality of day‑to‑day linkage operations • Manage secure DUA‑driven linkage activities • Lead development, maintenance, and approval of SOPs, workflow documentation, data dictionaries • Mine and monitor performance dashboards and operational metrics for linkage volume, throughput, timeliness, quality, error rates, and customer satisfaction • Provide clear, consistent communication to federal stakeholders, study teams, and internal staff

• Monitor incoming escalation queues in real time and ensure timely triage and assignment of all cases • Assign 100% of cases to the appropriate internal resource within defined SLA targets (typically within 20 minutes or faster) • Analyze case details to determine priority, ownership, and appropriate routing path • Collaborate with internal teams and senior team members when case ownership or routing is unclear • Respond to internal chat and email requests promptly, maintaining high responsiveness standards • Prioritize high-visibility communications, including executive-level escalations • Maintain awareness of queue health, workload distribution, and team availability • Proactively escalate risks or challenges impacting case assignment • Support reporting, data tracking, and operational analysis activities • Ensure adherence to operational processes, policies, and SLA commitments • Participate in coverage rotations, including potential weekend or on-call support as needed