• Define and own the roadmap and prioritization of strategic projects and programs in alignment with business goals. • Translate product, operations, and clinical objectives into clear, executable initiatives with measurable outcomes. • Anticipate future scaling needs and proactively build operational infrastructure to support growth. • Lead, coach, and develop a team of Program Managers, fostering strong execution, accountability, and career growth. • Establish best practices, tools, and operating rhythms for program and project management excellence across Care Operations. • Create a culture of continuous improvement, ownership, and data-driven decision-making. • Provide oversight for high-impact, cross-functional initiatives spanning Coaching Operations, care models, new services, and operational pilots. • Ensure programs and projects are delivered on time, within scope, and with clear success metrics. • Identify risks, dependencies, and tradeoffs across the portfolio and drive resolution at the appropriate level. • Serve as a partner to leaders in Coaching, Product, Design, Analytics, and Clinical teams to align priorities and execution. • Act as an escalation point for complex stakeholder challenges, removing blockers and driving alignment. • Communicate project/program status, outcomes, and insights to senior leadership with clarity and credibility. • Champion process improvement efforts that enhance efficiency, quality, and member outcomes across Care Operations. • Lead large-scale change management efforts related to care model evolution, product launches, and new operational capabilities. • Ensure clear, consistent communication that cascades through all levels of the organization. • Partner with Analytics to define KPIs and success metrics for Care Ops initiatives. • Use data and insights to inform prioritization, investment decisions, and continuous optimization. • Hold teams accountable for delivering measurable, sustained impact.

• Collaboratively define key priorities within your assigned program(s) based on collaboration with clients and internal stakeholders to enable solutions to emerging needs. • Drive progress by eliminating roadblocks and ensuring seamless communication across cross- functional teams (internal and external) throughout program life cycle • Articulate strategy for proposals; lead & coordinate delivering responses including budget • Manage internal and external stakeholders (tech staff to executives); communication of timelines and status, requirements, logistics, and all other project-related issues • Enable fulfillment of all obligations for your program(s), engaging with teams across Velsera • Research, understand, and prioritize the needs of the users served by your program(s); then teach them how to get the most from the features and products

• Manage end-to-end execution of IE initiatives, including pilots, resource mapping, and affinity group (AG) infrastructure • Design and run experiments testing interventions to close staff and learner gaps (retention supports, hiring improvements, AG development) • Document key learnings from our 2026 IE plan, synthesizing insights and recommending what to scale, iterate, or sunset • Create operational tools and frameworks that embed equitable practices into workflows: toolkits, inclusive facilitation guides, and policy templates • Expand Merit America's capacity to serve economically-disadvantaged communities through increasing staff literacy of current research, benchmarking and resources • Track progress against quarterly goals and provide updates to the Director and key stakeholders • Partner directly with the Director of Learning & People Experience to design and deliver learning programs that build highest-impact skills for our remote workforce, including ongoing support content for staff who have completed internal training programs • Create opportunities to engage staff members in cultural conversations, guided self-reflection, and intentional practice related to the experiences of learners, coworkers, and people Merit America is looking to serve • Create accessible and actionable training materials such as slide decks, facilitation guides, workbooks, and follow up resources for staff at all levels • Facilitate live learning sessions with diverse staff groups, creating inclusive spaces for skill-building and dialogue • Equip managers with practical tools for navigating pushback, building buy-in, and sustaining behavior change over time • Evaluate training effectiveness through assessments, feedback, and observable behavior change • Build and maintain clear IE metric reporting by creating dashboards and consolidated views that bring together learner outcomes, staff sentiment, and retention data from existing systems • Conduct quantitative and qualitative analyses to identify any gaps in staff and learner experiences, surface root causes, and pinpoint intervention opportunities • Track and report on IE OKRs, partnering with POPs and Data teams to centralize metrics and surface insights needing attention • Assist the People Team in analyzing staff equity in People practices (e.g. performance reviews, promotions, compensation) • Promote IE in hiring, people practices, and learner-facing programs, ensuring that processes reflect the experiences of Merit America learners • Serve as the primary IE point of contact for all teams across Merit America, providing consultation and guidance on equity-related questions and initiatives • Enable inclusive excellence audits and assessments of systems, policies, and processes with concrete recommendations • Collaborate with Program team on learner experience improvements, and retention interventions • Coordinate operational functions for Affinity Groups: manage stipends, coordinate overall events schedule, synthesize feedback, and ensure AGs have data and resources to advise on organizational priorities

• Support the initial phases of sourcing global employee discounts, including tracking and vetting client/employee referrals • Creatively identify ways to meet client needs where vendor programs do not yet exist • Develop and execute implementation and integration strategies for new and/or changing programs, processes and vendors; such as country launch plans and communication campaigns • Liaise with internal teams and external vendors to handoff deliverables with tight timelines • Drive consistent project management support for concurrent and complex benefit projects by translating business needs into project plans; building business requirements, timeline, deliverables and quality standards • Serve as day to day project lead, ensuring progress of project team against established goals • Trouble shoot and bring issues to resolution • Define and develop metrics to track progress on long and short-term program goals and priorities • Provide exceptional customer service while establishing efficient processes for partner support • Responsible for bridging cross-functional teams to improve the performance and efficiency of global programs