• Act as the technical advisor, consultant and leader for quality Monitoring, Evaluation, Accountability and Learning (MEAL) design on large and complex projects • Develop, implement and manage tools and methodologies to meet the programs’ technical requirements • Oversee MEAL activities, maintain relationships with partners and other project stakeholders to support project objectives • Utilize technical MEAL skills and knowledge to manage and analyze data, ensure donor compliance, and support learning initiatives • Provide leadership and management of technical MEAL projects throughout the program cycle • Develop, implement, supervise and strengthen data collection, management and reporting systems at all levels • Effectively manage and supervise program talent • Lead the development of program learning • Act as leader and advisor to pre-position CRS for growth opportunities in MEAL • Oversee technical assistance and capacity strengthening activities for program staff and partner organizations • Ensure timely and appropriate project expenditures in line with financial plans

• Own and lead the end-to-end CX program for a major client • Design and evolve CX frameworks, measurement systems, and operating models • Translate customer insights into clear, actionable business recommendations • Ensure alignment between CX initiatives and broader business strategy and goals • Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.) • Serve as the senior embedded CX advisor to client leadership teams • Build trusted relationships with executives across marketing, product, operations, and service • Lead workshops, presentations, and strategic sessions with stakeholders • Influence decision-making through data-driven storytelling and insights • Identify new opportunities to expand CX impact within the organization • Manage and develop a team of CX analysts / consultants / researchers • Allocate work streams, set priorities, and ensure high-quality delivery • Mentor team members and support their professional growth • Foster a high-performance, collaborative, and insight-driven culture • Oversee customer research, survey programs, and journey analytics • Ensure rigorous data quality, methodology, and storytelling standards • Partner with data and analytics teams to derive advanced insights • Translate complex datasets into executive-ready narratives and dashboards • Manage multiple CX work streams and ensure timely delivery of outputs • Coordinate across internal teams and client stakeholders • Maintain governance, reporting cadences, and program documentation • Identify risks, dependencies, and escalation paths proactively

• Maintenance of a territory caseworker assignment • Ongoing maintenance of the assigned projects • Monitoring: Protocol adherence • Documentation in case files (electronic and hard files) • Database use and accuracy of information collected • Phone calls for accuracy of content and telephone etiquette • Participation in client consultations and working sessions in collaboration with the manager or in the manager’s absence • Identification of training needs based on monitoring and lead refresher training as required and determined necessary in collaboration with the manager • With the manager, participate in the hiring and training process of new staff • Identification of needs for modification of program database, protocols and current processes • Daily and on-going client project communications • Assistance and back up to the manager • Client reporting • Responsible to report all Adverse Events to the assigned units/departments • The Associate Program Manager will also be assigned other duties and tasks as required from time to time.

• Oversees associates to ensure their ability to handle calls and provide appropriate customer service • Monitors the performance of staff members to assess training needs and requirements • Provides input for scheduling in order to provide adequate staffing; makes recommendations to management for required changes • Assists with quality assurance and quality improvement initiatives; makes recommendations for changes in operations and assists in the execution of these changes • Project management including, but not limited, reimbursement programs, compliance and education based programs and clinical patient support programs • Implement assigned call centre projects • Design and development of new projects including development of protocols, resource allocation and database • Ongoing evaluation of project strengths, weaknesses and potential areas for improvement • Produce all project related reporting • Participate in client meetings • Daily and on-going client project communications • Identify and implement staff recruiting strategies and participate in the hiring process • Responsible to report all Adverse Events to the assigned units/departments