• Own operational outcomes for Model N’s production SaaS environments, including availability, performance, incident response, and service delivery. • Lead global Cloud Engineering, SaaS Operations, Cloud Engineering, Platform Engineering, NOC, and incident management teams, ensuring consistent execution across all regions. • Ensure effective 24/7 operational coverage, escalation paths, and on-call models. • Deliver against defined SLAs; monitor trends and drive corrective actions where needed. • Lead major incident response, post-incident reviews, and root cause remediation. • Oversee cost effective deployment and management of cloud technology at Model N with a strategic focus on cost efficiency, availability, and stability. • Implement and refine operational processes including change management, release readiness, capacity planning, and proactive monitoring. • Drive AI, automation and tooling improvements to reduce manual effort, operational risk, and time to resolution. • Establish and track operational KPIs to measure effectiveness, efficiency, and customer impact. • Serve as the primary Cloud Operations leader interfacing with Engineering, Product Management, Security, Customer Support, and Customer Success. • Participate in customer-facing engagements and executive escalations as needed, particularly for strategic accounts. • Communicate operational status, risks, and improvement plans to senior leadership with clarity and credibility. • Manage SaaS Operations budgets, including cloud consumption, tooling, and managed service providers. • Partner with Finance and Procurement to forecast spend and identify cost optimization opportunities. • Support vendor evaluation and operational governance, aligned to broader cloud and technology strategies. • Ensure SaaS operations consistently meet security, compliance, and audit requirements (SOC 2, ISO 27001, GDPR, etc.). • Partner with Security and Compliance teams to operationalize controls and maintain audit readiness. • Embed compliance requirements into operational processes and standard operating procedures.

• Lead end-to-end health plan operations for self-funded and level-funded plans • Serve as the primary operational contact for TPAs, PBMs, stop-loss providers, and vendors • Oversee plan setup, implementation, renewals, and administration • Ensure accurate eligibility, claims operations, billing, and reconciliation • Monitor vendor performance and resolve issues proactively • Collaborate with internal teams across product, finance, and client success • Ensure regulatory compliance • Identify operational efficiencies and improvements • Support reporting, audits, and data reviews

• Own intake, tracking, and progression of inbound opportunities • Coordinate intro calls, capabilities meetings, briefs, and Q&A stages • Prevent stalled or dropped opportunities through consistent follow-through • Synthesize information into clear internal summaries to support leadership decision-making • Act as the primary internal point of contact for approved opportunities • Communicate timing, expectations, constraints, and next steps across teams • Reduce last-minute fire drills by improving preparation and readiness • Ensure delivery and account teams are supported with clear context and planning • Partner closely with Client Services leadership to support smooth transitions • Ensure scope clarity, staffing assumptions, and risks are identified early Improve consistency and structure in handoff from Growth into delivery • Protect both client experience and internal team capacity during onboarding • Maintain visibility into active opportunities, pitch load, and transitions • Support the development of repeatable systems and workflows where possible • Create continuity during leadership absences and high-volume periods • Help reduce reliance on Growth leadership for logistics and coordination • Supporting larger, higher-priority opportunities • Driving outbound growth strategy and agency representation • Strengthening Growth systems, reporting, and team development

• Register new loan applications in the LOS and with corresponding investor partners. • Execute initial rate locks and lock updates based on LO requests, ensuring all lock data (rate, term, program) matches the system of record. • Monitor daily pricing changes from the secondary market, monitor LOS system and alert the loan team of any impacts to loans in the pipeline. • Undertake various ad-hoc projects to support team efficiencies and process improvements as the organization scales. • Identify loan-level discrepancies inside the pipeline and flag them for loan team review to prevent downstream impact. • Maintain the integrity of the loan lifecycle by coordinating the precise preparation and issuance of disclosures and documents essential for compliant execution and funding. • Prioritize assignments and schedule workload to meet critical deadlines with ability to manage a high volume of loan activity with a high degree of accuracy. • Identify loan level discrepancies inside the pipeline and flag for loan team review. • Identify and escalate potential compliance violations. • Adopts Company values in work behaviors, decision making, contributions and interpersonal interactions. • Contributes to a positive work environment by demonstrating cultural expectations and influencing others to reward performance, accountability, diversity and inclusion, flexibility, continuous development, collaboration, creativity and fun.