• Own and improve process documentation (e.g., member journey maps, knowledge base library, standard operating procedures), acting as a subject matter expert of the dispute resolution process and experience. • Review and respond to internal and external audit requests, including sponsor bank and control testing reviews, ensuring all findings are analyzed, addressed, and remediated within established timelines. • Support dispute-related inquiries, analyzing themes, providing responses for internal and bank-partner reviews, and summarizing key trends and recommendations to improve member and agent experiences. • Monitor and report on key metrics related to dispute operations, compliance, and member experience to assess performance and drive improvements. • Continuously analyze data and identify areas of friction, scope problem statements, build project plans, and own execution to drive improvement to key metrics. • Develop and share compelling data-based insights about the member experience and project impact with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements. • Partner with Vendor Operations, Quality, Learning, Content and others to identify agent improvement opportunities; team up to execute on those opportunities. • Support launch readiness efforts for new products/features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements. • Contribute to a culture of trust, collaboration and commitment to excellence. • Perform other ad hoc tasks and responsibilities as assigned.

• Directs all phases of client programs, from inception through completion • Responsible for the cost, implementation and performance of company programs or subsystems of major programs • Coordinates the preparation of business plans, work statements and specifications, operating budgets and financial terms/conditions of contract • Ensures the development process is congruent with current market trends, program goals, and client needs • Acts as the primary customer contact for program activities, leading program review sessions with customer to discuss cost, schedule, and performance • Analyzes problem/opportunity areas of assigned programs and evaluates options • Evaluates performance and makes recommendations • Establishes milestones and monitors adherence to program plans and schedules, identifies program problems and obtains solutions, such as allocation of resources or changing contractual specifications • Determines the profitability and viability of new products or program enhancements • Develops strategies and tactics to ensure effective program performance relative to market opportunity, working closely with company functional groups over the entire life cycle • Directs and oversees responsibilities of team to ensure priorities and deliverables are met

Role Description We are seeking an experienced IT Project/Program Manager to lead and coordinate the planning, execution, and delivery of complex technology initiatives across the organization. This role serves as the central hub for project governance, stakeholder communication, and cross-functional alignment — ensuring IT investments are delivered on time, within budget, and in support of strategic business goals. The ideal candidate thrives in dynamic environments, brings structure to ambiguity, and has a proven track record of driving outcomes across both agile and traditional delivery frameworks. Key Responsibilities - Project & Program Delivery - Own end-to-end delivery of IT projects and programs, from initiation through closeout. - Develop and maintain comprehensive project plans, schedules, budgets, and resource allocations. - Lead projects across multiple IT domains including infrastructure, AI software development, security, and business systems. - Manage interdependencies across multiple concurrent workstreams and ensure milestone accountability. - Proactively identify risks, issues, and blockers; drive resolution and escalate when appropriate. - Stakeholder Management & Communication - Serve as the primary point of contact for project stakeholders. - Prepare and deliver clear status reports, executive briefings, and steering committee presentations. - Facilitate project meetings, working sessions, and retrospectives with structured agendas and documented outcomes. - Align business and IT stakeholders on scope, priorities, and tradeoffs throughout the project lifecycle. - Governance & Process - Establish and enforce project management standards, tools, and best practices across the IT portfolio. - Maintain the IT project portfolio dashboard and provide visibility into health, capacity, and delivery timelines. - Utilize agile methodologies where appropriate, including sprint planning, backlog grooming, and retrospectives. - Ensure compliance with change management, procurement, and security review processes. - Budget Management - Track project budgets, forecast spend, and report on financial performance vs. plan. Qualifications - 5+ years of experience managing IT projects or programs in a mid-to-large enterprise environment. - Demonstrated ability to manage multiple projects simultaneously with competing priorities. - Strong understanding of the software development lifecycle (SDLC), infrastructure delivery, and cloud technologies. - Experience with both Agile (Scrum, Kanban) and Waterfall / hybrid delivery methodologies. - Proficiency with project management tools such as Jira, MS Project, Smartsheet, or equivalent. - Excellent verbal and written communication skills; ability to tailor messaging to technical and non-technical audiences. - Bachelor's degree in Computer Science, Information Systems, Business, or a related field — or equivalent practical experience. Preferred Qualifications - PMP, PgMP, or PMI-ACP certification. - SAFe, Scrum Master (CSM), or equivalent agile certification. - Experience managing ERP, cloud migration, or digital transformation programs. - Familiarity with IT service management frameworks (ITIL, COBIT). - Prior experience in a regulated industry a plus. Core Competencies - Strategic thinking and ability to connect tactical work to business objectives. - Strong organizational skills and disciplined attention to detail. - Comfort navigating ambiguity and driving clarity in fast-moving environments. - Collaborative leadership style with ability to influence without authority. - High degree of ownership and accountability for outcomes. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment Employee may work in an office setting or remote. We are an Equal Opportunity Employer (( We Hear You ))

Role Description We are looking for an Inventory Control Lead to sit between our operations and warehousing teams, ensuring we always have the right material, in the right quantities, at the right time. You will own the full inventory control function — understanding consumption rates, managing lead times, and building the systems and processes that keep inventory levels optimized relative to operational need and warehouse capacity. This role is for someone who doesn't just manage inventory, but builds the frameworks that make inventory management predictable and scalable. Responsibilities - Inventory Management & Control - Own and execute a consistent cycle counting program across all material categories. - Develop a deep understanding of consumption data and lead times for all parts, and use that knowledge to drive proactive inventory decisions. - Build and maintain min/max thresholds with auto replenishment logic to ensure stock levels are always aligned with operational demand. - Identify aging and slow-moving material; implement and enforce FIFO systems to reduce waste and improve material flow. - Anticipate inventory risks — both depletion and overstock — and develop mitigation strategies before they impact operations. - Maintain accurate inventory records across WMS and IMS systems; investigate and resolve discrepancies. - Cross-functional Collaboration - Work closely with operations to understand consumption rates, demand variability, and upcoming material needs. - Partner with warehousing teams to ensure inventory positioning and storage practices support efficient material flow. - Collaborate with procurement and logistics teams on replenishment timing, lead time management, and supplier coordination. - Communicate inventory status, risks, and recommendations clearly to stakeholders across operations and supply chain leadership. Qualifications - 5+ years of experience in inventory control, warehouse operations, or supply chain, with hands-on ownership of inventory management processes. - Deep working knowledge of min/max, FIFO, consumption-based replenishment, and auto replenishment systems. - Demonstrated ability to anticipate inventory risk and implement proactive controls — not just reactive fixes. - Experience working across operations and warehousing teams to align on inventory needs. - Comfortable managing multiple workstreams simultaneously in a fast-paced environment. - Strong attention to detail and high standards for data accuracy. Preferred - Experience building inventory control programs from scratch — min/max frameworks, cycle count standards, FIFO systems. - Background at a company with a high-performance inventory or supply chain function. - Familiarity with WMS platforms and how inventory data flows between systems. - First principles mentality — able to design better processes rather than just inherit existing ones. Benefits - Competitive total compensation package (salary + equity). - Retirement or pension plan, in line with local norms. - Health, dental, and vision insurance. - Generous PTO policy, in line with local norms. - The base salary range for this position is $130,000 - $180,000 per year, depending on experience, skills, qualifications, and location. - This range represents our good faith estimate of the compensation for this role at the time of posting. Total compensation may also include equity in the form of stock options. - We are committed to pay equity and transparency.