• Manage and forecast intraday arrivals for volume, AHT, and shrinkage • Create and maintain the intraday plan • Analyze enterprise volume and staffing levels • Review schedule change requests and communicate approvals • Lead weekly short-term capacity calls • Document and train others on workforce management systems

• Be the fraud expert for our clients • Deep-dive into sessions, users, and transactions to uncover fraud patterns others miss • Turn manual reviews into repeatable insights that improve client fraud posture at scale • Step in when it matters most, manage active fraud attacks with urgency and precision • Participate in on-call rotation for fraud attacks and take full ownership of resolution • Recommend and optimize risk rules balancing fraud prevention and customer experience • Influence model improvements through structured analysis and real-world feedback • Turn insights into measurable outcomes (fraud rate ↓, approval rate ↑, false positives ↓) • Use SQL to analyze large datasets and surface actionable insights • Present strategic recommendations to client or internal stakeholders with clarity • Work closely with Engineering, Product, and Data Science to improve our platform • Bring real-world fraud learnings into product discussions • Contribute to building scalable, repeatable fraud solutions

Role Description This is a professional OPS position with the responsibility of a QSI Assessor who conducts evidence-based assessments for the Agency for Persons with Disabilities using the Questionnaire for Situational Information for all APD eligible persons. The Work You Will Do: - Successfully complete assessments using the QSI, which includes reviewing information gathered from the person’s records; conducting face-to-face interviews with the person with a developmental disability and the person’s guardian and family; and interviewing the person’s caregivers, health care personnel, waiver/pre-enrollment support coordinator, or service providers as appropriate. - Verify demographic information and assessment results with the waiver/pre-enrollment support coordinator; enter the results into the QSI online application. - Review the person’s central record/iConnect record including recent assessments, progress notes from medical records, school records, previous support plans, and other collateral sources, as appropriate. - Refer persons and family members to their Waiver or Pre-enrollment Support Coordinator for provider information and available resources in the community, based on needs identified during the administration of the QSI. - Schedule meetings and follow-up telephone sessions to conduct interviews with the person eligible for services from APD, family members, guardians, waiver/pre-enrollment support coordinator, and providers, and support staff if needed, to complete a comprehensive review of the person’s needs for completion of the QSI. - Communicate a person’s needs for follow-up by the Regional Medical Case Manager or Regional Behavior Analyst following completion of the QSI. - Verify that all demographic information is correct for the person being assessed. If the information requires updating, alert the person’s waiver support coordinator/pre-enrollment coordinator of the corrections required in iConnect to assure accuracy. - Attend meetings, complete training, and annually demonstrate inter-rater reliability on the QSI for recertification as a QSI Assessor. Qualifications - Valid Driver’s License or other efficient means of transportation to travel for work purposes. - Bachelor’s degree from a college or university. - Minimum of four (4) years professional experience working with persons with developmental disabilities. - Excellent communication skills used in conducting person-centered interviews. - Sufficient computer skills to access and use a web-based assessment system. - Daily travel required to conduct assessments. Requirements - Knowledge of QSI protocol: its purpose, ability to score and interpret QSI items correctly. - Knowledge of the person-centered process used in conducting interviews for the QSI. - Knowledge of APD processes and procedures, including i-Budget/Waiver and pre-enrollment. - Ability to use computer-based systems, including the APD intranet: iConnect, SharePoint, Microsoft Office, Microsoft Teams, and Excel spreadsheets. - Ability to communicate effectively in face-to-face, electronic, and written formats. - Ability to establish and maintain effective working relationships with persons, families, providers, and staff within the region and statewide. - Ability to prepare reports. - Ability to manage, organize, analyze, and monitor data related to the QSI. - Ability to plan, organize and coordinate work assignments. - Ability to meet weekly QSI assessment quotas. - Ability to administer APD approved functional needs assessments. Benefits - Annual and Sick Leave benefits. - Nine paid holidays and one Personal Holiday each year. - State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options. - Retirement plan options, including employer contributions. - Flexible Spending Accounts. - Tuition waivers. - Paid Maternity and Parental Leave. - For a more complete list of benefits, visit www.mybenefits.myflorida.com .

**Role Overview:** The Strategic Operations Associate will start supporting Pearl Talent’s marketing and growth team by executing high-impact outreach and operational tasks across evolving priorities. This is a generalist role built for adaptable, self-directed individuals who thrive with clear objectives and the autonomy to hit them. Your first assignment will focus on manual backlinking and citation outreach—identifying opportunities from AI citation data and reaching out to publishers to secure brand mentions and backlinks for Pearl Talent. As workflows are validated and automated, you’ll transition into new strategic operations tasks. This role is ideal for sharp, resourceful operators who learn fast, write naturally, and deliver consistently without constant oversight. Your ImpactYour outreach directly increases Pearl Talent’s visibility in both traditional search engines and AI-generated recommendations. By securing backlinks and brand mentions across high-value third-party sites, you help Pearl show up when startup founders ask tools like ChatGPT, Gemini, or Perplexity where to find top remote talent. The data you collect during the manual phase informs the automation systems that will scale this work. Every outreach you send is a data point that makes the whole operation smarter. **Areas of Responsibility:** Publisher Outreach & Contact Research — 40% - Receive curated target lists of 25–50 citation opportunities from the marketing strategist (sourced from AI citation tracking tools) - Research each target to identify the right contact—article author, editor, content manager, or webmaster—using LinkedIn, email finders, and manual investigation - Personalize and send outreach emails using scenario-specific templates (backlink request for sites that mention Pearl; inclusion pitch for sites that don’t) - Manage follow-up sequences for non-responders (up to 2 follow-ups per target) Response Handling & Escalation — 20% - Flag positive responses immediately to the internal marketing team for negotiation - Prepare ready-made content (blurbs, link text, article snippets) to make publisher inclusion frictionless - Escalate requests involving payment, link exchanges, or special terms—do not negotiate independently Tracking, Reporting & Data Quality — 20% - Maintain the master outreach tracking sheet with daily updates on status, contacts, response notes, and outcomes - Report daily in Slack on volume sent, responses received, and blockers - Submit weekly summary reports covering outreach volume, response rates, confirmed wins, and observations Flexible Operations (Evolving Scope) — 20% - As backlinking workflows are automated, transition into new growth tasks as assigned - Potential future tasks include: community-based brand engagement (Reddit, LinkedIn, Quora), content gap research from AI citation data, competitor intelligence gathering, CMS updates and internal linking audits, and outreach for additional client accounts - Bring new ideas, tools, and process improvements to the team proactively