Role Description As a Senior Manager, Technical Support you will be directly responsible for managing and mentoring multiple teams of globally distributed professionals in providing exceptional customer support experiences. This position manages the day-to-day operations of the team and works closely with other Support leaders to ensure the team is hitting its targets. Responsibilities include coaching and developing individuals within the team in their roles as product experts and participating in improvement efforts across Support. The successful candidate will be experienced (6+ years) in leading and developing a Support team within a Software as a Service environment. At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. You will report to a Sr Support Manager within the Global Support team. Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around: - 70% People management, career development & coaching - 30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your team, owning and driving towards meeting KPIs/SLAs You Will: - Manage & lead multiple teams of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers. - Set clear objectives, coach & provide feedback, evaluate progress, and instill a high performance culture with focus on teamwork, customer excellence, and ownership for resolving customer issues. - Own and drive performance and customer outcomes through the delivery of SLAs and KPIs. - Leverage the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiences. - Analyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficiencies. - Execute to meet targets of strategic goals set by Support Leadership. - Perform regular case reviews and quality assessments of your team. - Actively engage in the release readiness process and assist with evaluating new features and changes. - Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities. - Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted. - Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gaps. - Promote continuous improvements through recognition and feedback within the team. - Effectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaboration. - Other duties as assigned. Qualifications - 6+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors. - 3+ years experience working in a technical support or customer service environment, with a preference for prior experience operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving. - Experience with frontline management and working with or leading global teams preferred. - Experience in coaching, mentoring, managing, and evaluating performance of individual contributors. - Excellent end-user interaction and strong written and verbal communication skills. - Leadership skills and proven track record as a resource for other team managers. - Demonstrated ability to work independently and take ownership of issues or challenges. - Ability and desire to learn and develop new skills quickly and grow along with a leading global software product. Benefits - At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. - You’ll have the freedom to explore, push boundaries, and grow beyond your role. - We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. - When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Equal Opportunity Employer Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

• Responsible for the successful delivery of program services within their team • Provides mentoring and support to a team of Rehabilitation Service Specialists (RSSs) • Ensures all relevant service standards and participant outcomes meet contract requirements • Maintains effective relationships with funders and Rehabilitation Service Professionals • Creates and maintains partnerships with service providers, community agencies, and employers to improve participant outcomes • Monitors staffing and capacity levels at the local team level

Role Description Directs the daily operation and leads the performance of a Subcontracts Administration staff establishing and managing subcontracts. Assist Compliance Managers to develop, implement, and direct policies, practices, and procedures which are in accordance with federal, commercial, state/local, and/or international Procurement regulations. Must be an excellent negotiator, capable of negotiating price, scope, Terms & Conditions and Prime Contract flow downs. Will also be responsible to review and approve complex basis of estimates for Prime Contract proposals and ensure compliance with Truthful Cost or Pricing Data. - Lead and manage a team of Subcontracts professionals at various experience levels in proposal preparation, subcontract negotiations, subcontract management/administration. - Manage subcontracts for assigned programs, including planning, negotiating, administering and executing proposals and subcontract agreements. - Develop and maintain professional and dependable relationships with both internal and external customers. - Responsible for procurement compliance and Cost/Price Analysis and the review/signing of Proprietary Information Agreements. - Drive Zero Defect initiatives with supply base. - Develops/validates subcontract specifications, work statements, Subcontract Management Plans and Terms and Conditions for the procurement of specialized materials, equipment, supplies and services. - Lead activities of subcontract administration teams on assigned programs required for the sourcing of complex programs for material, software, and services. - Prepare/review proposals, develop evaluation criteria, negotiate subcontract provisions, select or recommend subcontractors, write subcontract packages for review, prepare awards and administer resulting subcontracts. - Negotiate additions, deletions, or modifications to subcontracts and resolve invoice issues. - Assist in planning, developing, and executing corporate training and organizational development plan for Subcontracts personnel. Qualifications - Ability to motivate and manage personnel. - Knowledge of FAR and DFAR regulations and the nature of flow down requirements. - Understanding of the role of subcontractors in complex industries. - Ability to resolve contractual conflicts with subcontractors through negotiations and contractual vehicles. - Understanding/knowledge of CPSR audits and requirements. - Comprehensive understanding of subcontractor solicitations and bid analysis/process. - Identify/assess Risks & Opportunities throughout the duration of the program. - Excellent verbal and written communication skills. - Excellent time management/organization skills. - Ability to find win-win solutions; a “make it happen” attitude. - Ability to develop and implement organizational changes as required to meet a changing environment. - Ability to work closely with Contracts, Finance, Project Managers, and various Compliance Teams (proposal compliance and procurement compliance). Requirements - Bachelor's Degree in related discipline. - 10+ years of directly related work experience preferably in a government contracting environment. - Strong experience managing Subcontracts or Procurement team. - Experience in a large multifaceted electronic manufacturing environment. - Familiarity with defense aerospace industry & regulations. - Must be able to Travel 25%. - Experience with contract negotiations and reviewing terms and conditions; legal or contracts background. - Strong experience generating, negotiating and executing major subcontracts and purchase agreements, with the financial acumen to evaluate pricing, cost impacts, and contractual risk. - Experience leading major procurement efforts in a Department of Defense (DOD) contracting environment, FAR, DFAR, ITAR and EAR. - Experience in project and supplier management. - Excellent time management and organizational skills. - Strong strategic and critical thinking skills, with excellent verbal and written communication abilities. - Conduct effective meetings with personnel and facilitate meetings with subcontractors and BAE Systems managers. - Work closely with Operations Proposal Group to develop subcontractor strategies including packaging work and negotiating to support the price to win. - Proficient with Microsoft Office Suite (Microsoft Excel, Word, and Outlook). - (THIS IS NOT A LEGAL / LAWYER POSITION) Benefits - Graduate degree in a related field. - Well versed with Oracle ERP system. - Secret clearance or secret eligible. - Cost Analysis experience (COPD, CID, Competitive). - Earned Value Management and Lifecycle Management experience. - Professional Supply Chain Certification: C.P.M., C.P.S.M., P.M.P. - Willingness and desire for continuous improvement. - Generosity of thought and knowledge. Company Description BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it’s what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. At BAE Systems, you’ll find a rewarding career that truly makes a difference. Electronic Systems (ES) is the global innovator behind BAE Systems’ game-changing defense and commercial electronics. Exploiting every electron, we push the limits of what is possible, giving our customers the edge and our employees opportunities to change the world. Our products and capabilities can be found everywhere – from the depths of the ocean to the far reaches of space. At our core are more than 14,000 highly talented Electronic Systems employees with the brightest minds in the industry, we make an impact – for our customers and the communities we serve.

Title: Case Manager - Patient Services - Healthcare Location: US - Remote Job Description: The Case Manager is a professional external-facing role, which is responsible for oversight of cases throughout the authorization/approval journey for patients and their providers. This role relies on critical thinking skills to drive cases through complex communication, authorization, and appeal processes, with the primary focus of expediting patients’ access to care while securing payment channels to avoid unexpected out of pocket cost. This may involve interacting with private commercial or government-run insurers, healthcare providers, suppliers/distributors, and patients to ensure access across the care continuum. Core Duties/Responsibilities: - Act as a single point of contact between the internal team, client, providers, payor, facility, and patient as needed. - Support cases through approval/denial process with a sense of urgency while maintaining accuracy. - Collaborate and provide direction to the internal and external stakeholders (i.e., Payor Specialist Team, Reimbursement Team, Clinical Team, client sales/MSL) and coordinate efforts to ensure accuracy and completeness of each case. - Identify and share trends impacting business processes with management. - Prioritize and act on key client activities and follow up with customers to ensure problems are solved. - Manage through ambiguity while designing innovative client and payor solutions. - Make sound independent decisions in urgent and non- routine situations pertaining to client and patient scenarios. - Interpret complex clinical documentation to prepare authorization documentation for payor submission in relation to medical policy criteria for coverage. - Partner with the interdisciplinary team to champion their clients, patients, and customers, and is responsible for the life cycle of their case to ensure successful completion. - Provide resources to patients, caregivers, health care providers and clients with resources available for financial assistance and transportation. - Provide compassionate and empathetic support to patients and caregivers. Skills / Requirements: - Maintains open, effective dialogue with effective communication and is both clear and thorough in reports, documentation, and other written communications. - High level of ability to coordinate multiple priorities and activities to accomplish goals. - Ability to independently manage case load, prioritize work, and use time management skills to manage deliverables. - Critical thinking and strong problem solving - Suggests creative ideas and innovative solutions while exploring multiple alternatives and approaches to overcome obstacles and find solutions. - Excellent follow-through with solid levels of determination and tenacity. - Remains calm and productive during transitions or changing circumstances. - Demonstrates composure and professionalism under difficult circumstances. - Ability to communicate effectively both orally and in writing with a focus on customer satisfaction, with empathy, drive, and commitment to exceptional service. - Possess a strong understanding of the US Healthcare System, public and private payer nuances, and patient access challenges for new to market, high dollar or highly complex medical interventions, products, therapies. - Ability to leverage professional expertise and apply company policies and procedures to resolve challenges. - Ability to develop, maintain and navigate relationships. - Ability to interpret and understand medical documentation as it relates to each specific case and how it applies to a specific medical policy. - Ability to be agile and adaptable in responses to rapidly changing processes and consumer needs. Education, Certifications and Experience: - College Degree is preferred (Bachelor's or Associate Degree). - 4 – 6 years of experience in a healthcare setting and/or medical insurance background with a customer service focus. - Experience with maintaining detailed records of client interactions, services provided, and progress made. - Experience working in office, hospital/clinic or home health care settings welcome. - Experience in developing and/or implementing new technologies a plus. - Experience with complex medical products and associated insurance processes a plus. - Experience writing Appeals is preferred. Physical Requirements: - As a remote-forward organization, this position operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. - Prolonged periods of sitting at a desk and working on a computer. - Keyboarding - Speaking - Must be able to lift up to 15 pounds at times. - Working hours to support activities in multiple time zones. Our PRO-spectus Culture Philosophy At PRO-spectus we have created a culture that is supportive, dedicated, and teamwork driven. We celebrate each other’s joys in personal life and professional accomplishments, promoting meaningful relationships and friendships. Our employees bring strength of mind and spirit to make the extraordinary happen every day. With humility and compassion at our core, PRO-spectus is proud of our relentless focus towards the higher purpose of improving the lives of patients we support. We recognize it takes a lot of people working together with a common goal to make spectacular happen, and we never forget that at the heart of our company are the people who make it work. PRO-spectus is an Equal Opportunity / Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, protected veteran status, marital status or other protected status under federal, state or local laws. At PRO-spectus, we are deeply committed to pay transparency and equity. The hourly range for this position is $40.00 - $54.00 per hr based on experience and qualifications, with the final offer reflecting skills and other job-related factors. Beyond competitive pay, we offer a comprehensive and generous benefits package designed to support your well-being and work-life balance. Our benefits include robust medical, dental, and vision plans; life insurance and disability coverage; and tax-advantaged savings accounts. We also provide an Employee Assistance Program, home office benefits, and unique perks like an Employee Ownership Program. With paid time off, holidays, bereavement leave, and a 401(k)-retirement plan with employer matching, PRO-spectus prioritizes your financial and personal security. Plus, you may be eligible for a performance-based bonus opportunity. Join PRO-spectus, where your career growth, well-being, and contributions truly matter!