This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves supporting case managers and ensuring quality outcomes in claims management. - Acts as a main point of contact for claims specific questions for the case managers. - Serves as a mentor for new hires as well as supports new hiring training. - Takes an active role in refresher training and development of existing staff. - Ensures case managers are utilizing appropriate risk management skills to secure the appropriate claim outcome. - Conducts manager reviews/audits of claims as necessary to ensure overall quality. - Provides the appropriate coaching and feedback to case managers as needed. - Monitors KPIs and reports to ensure service levels and commitments are met, working with case managers as needed. - Monitors and adjusts workload balancing for case managers. - Provides support to management in facilitating team meetings/ huddles. - May periodically manage complex cases and customer escalations. - Elevates any trends and/or coaching opportunities to the leadership team. - Completes special projects and/or ad hoc assignments as requested by leadership. - Performs other related duties as required. Qualifications - Bachelor's Degree in business, management or a related field. - 4 or more years job related experience. - 2 years STD/LTD case management experience. - Or an equivalent combination of education and experience. Requirements - Ability to influence and champion change. - Excellent critical thinking and decision-making skills. - Strong leadership and organizational skills. - Excellent Communication skills (verbal, written & presentation). - Strong understanding of contracts, plans and products. - Strong knowledge of best practices and effective case management skills. Benefits - Medical, dental, and vision coverage. - Prescription drug coverage. - Health care flexible spending. - Dependent care flexible spending. - Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee). - 401(k) plans. - Annual bonuses. - Opportunity to purchase company stock. - 11 paid holidays. - Up to 20 days PTO to be used for any reason. - State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked). - Compliance with all applicable leave laws, including sick and safe leave, and adoption and parental leave.

• Define and communicate the end‑to‑end product vision and technical strategy spanning sales order management, pricing, billing, and customer experience across OTC and Commerce Cloud (S/4 and Digital) • Guide configuration and solution design decisions that balance SAP standard capabilities with evolving business needs • Partner with Finance, Operations, and Compliance to ensure holistic process and data integrity across the value chain • Collaborate with technical product owners to prioritize the full technical backlog, including non-functional requirements, platform maintenance, and technical debt • Translate business objectives into actionable technical requirements and ensure alignment across cross-functional teams • Articulate complex technical concepts in clear business language for leaders and stakeholders • Drive high‑level decisions related to architecture, infrastructure, and system design feasibility • Mentor and guide product owners and development teams to ensure alignment, collaboration, and delivery quality • Partner with Sales, Operations, and Finance to ensure readiness across data, process, compliance, and change management for all releases

• Coordinate with stakeholders on new feature requests, requirements gathering, new product development and the product roadmap • Manage and prioritize the product backlog ensuring roadmap deliverables are met • Write stories with excellent (testable) acceptance criteria • Approve builds by working with QA and reviewing test plans and results • Represent the voice of the customer to the scrum team • Act as a subject matter expert in customer discussions and demo product features • Use JIRA to create epics, user stories, enter and manage defects and bugs, create epics and UAT test steps • Work with technical design to design storyboards, negotiate scope iterations, obtain stakeholder feedback, and obtain approval and launch dates • Make data-driven decisions to identify business requirements, functional design, process design (scenario design, user journey, flow mapping, etc.) as well as prototyping, testing, training, and defining support procedures • Support the following processes: product lifecycle management, ideation management, product planning, quality management, test automation, integration and build automation, continuous integration and deployment, issue and problem management, application and infrastructure measurement and monitoring, integration with business systems, information security, and cloud orchestration. • Perform other job-related duties as needed

• Own end-to-end delivery of complex technical initiatives across protocol development, infrastructure, and ecosystem integrations. • Lead cross-functional project teams composed of protocol engineers, frontend engineers, infra contributors, and external collaborators. • Translate technical goals into clear scopes, milestones, dependencies, and delivery plans. • Ensure alignment on what is required, what is feasible, and how work should be sequenced across teams. • Track execution health, risks, and delivery progress, surfacing blockers early and driving resolution. • Act as a technical coordination layer between engineering teams, product, and leadership. • Facilitate planning sessions, technical reviews, and retrospectives to drive clarity and alignment. • Communicate technical decisions, constraints, and tradeoffs clearly to both technical and non-technical stakeholders. • Support collaboration with ecosystem partners, integrators, and contributors when projects span beyond ENS Labs. • Drive lightweight, effective project management processes that support engineering velocity without adding unnecessary overhead. • Maintain project documentation, timelines, and decision records to ensure shared understanding. • Identify opportunities to improve delivery workflows, planning practices, and cross-team coordination. • Help scale repeatable execution patterns as ENS Labs grows. • Ensure projects meet ENS Labs’ standards for security, reliability, and long-term maintainability. • Support release coordination, dependency management, and change communication. • Help teams anticipate and mitigate technical and operational risks in protocol-level work.