• Provide oversight and leadership to the Genesys Cloud Product Support team, ensuring high performance and professional growth. • Learn and understand team members’ needs to help them succeed through coaching and ongoing development. • Evaluate existing practices, identify opportunities for process improvement, and implement validated changes to drive efficiency. • Manage daily operations, including work allocation, team focus, and productivity oversight. • Maintain a strong technical understanding of Genesys Cloud products to provide escalation support and customer engagement when needed. • Oversee team administration activities, including performance reviews, hiring, and onboarding. • Monitor and manage team performance against key performance indicators (KPIs). • Partner with global leadership to deliver on Genesys Cloud Product Support goals and objectives. • Establish and evolve KPIs to measure team effectiveness and customer satisfaction. • Apply Behavioral Based Coaching best practices to build high-performing, engaged teams. • Ensure all team members are adequately trained and maintain technical proficiency across Genesys Cloud solutions. • Foster innovation and creativity to improve processes and elevate the customer support experience.

• Provide ongoing support and guidance to training contractors and affiliate trainers. • Observe and evaluate contractors and affiliate trainers, as appropriate, to ensure high-quality delivery of Teachstone services. • Develop and implement cross-training plans across contractors and utilize Specialists expertise when possible to support Affiliate professional development. • Maintain internal and external selection, training, and development of a talented, diverse, and mission-driven contractor team. • Coordinate with Marketing, Impact, Revenue, Product, and Content teams to ensure optimal utilization of CLASS Specialists and contractors in services and programs. • Provide vision, leadership, and direction to contractors and affiliate trainers to ensure Teachstone standards are supported and achieved. • Effectively manage work procedures, processes, and related logistics that best support Teachstone standards and strategic directives. • Use data and training evaluations to drive continuous improvement of Teachstone services and affiliate program quality. • Maintain and build in-depth knowledge of Teachstone’s line of products and services. • Achieve and maintain reliability for all CLASS age levels assigned. • Assist in development and maintenance of annual training budget. • Define and monitor onboarding processes and procedures for contractors and affiliate trainers. • Recommend improvements to Teachstone services and affiliate program operations to enhance processes and quality. • Coordinate with other Professional Services Managers to assign internal request work to CLASS Specialists and contractors, as appropriate. • Embrace and demonstrate Teachstone’s Mission and Values both internally and externally with clients. • Work closely with Professional Services Managers and other department managers to support service delivery and affiliate program success. • Deliver Teachstone training programs and services up to two times per month. • Other duties as needed to support Teachstone as the organization matures.

• Manage complex contracting and negotiations for fees for service and value-based reimbursements with hospitals and other providers (e.g., Hospital systems, Ancillaries, and large physician groups) • Build relationships that nurture partnerships and seek broader value-based business opportunities to support the local market strategy • Initiate and maintain effective channels of communication with internal partners including but not limited to, billing and payment operations, Care Management. Credentialing, Legal, Medical Economics, Compliance, Sales and Marketing and Service • Manage strategic positioning for provider contracting, develops networks and identifies opportunities for greater value-orientation and risk arrangements • Contribute to the development of alternative network initiatives; Supports and provides direction to develop network analytics required for the network solution • Work to meet contracting targets (adequacy, accessibility, medical cost spend, etc.), while preserving an adequate network, to achieve and maintain Company's competitive position • Prepare, analyze, review, and project financial impact of larger or complex provider contracts and assesses alternate contract terms • Manage key provider relationships and is accountable for critical interface with providers and business staff • Demonstrate knowledge of providers in an assigned geographic area through understanding the interrelationships as well as the competitive landscape • Strong understanding of and familiarity with payers and players in the healthcare landscape • Leverage prior history and success leading and managing multiple contracts to deliver results • Track current contract performance and process renegotiations and changes, amendments, and extensions to existing agreements • Review and revise provider contracts as necessary to reflect updates in business strategy or organizational developments • Represent company with high visibility providers and community groups • Contribute to the exercise and expression of Christian Care Ministry’s Christian beliefs • All other duties as assigned

• Cutover planning and execution of comprehensive cutover management plan. • Drive cutover progress, including task completion, milestone achievement to adhere to overall timeline. • Lead Daily meetings with cross functional thread leads • Understanding team member workload, potential resource constraints, and ensure optimal resource utilization throughout the cutover process. • Proactive risk management: identify, assess, mitigate, and monitor potential risks with real-time alerts for critical issues. • Monitor and track cutover issue resolution. • Communicate expectations and instill accountability in team members • Resolve conflicts, promote work sharing, and motivate teams toward common goals. • Manage multiple cutover activities, tasks and resources through effective organization prioritization, and time management practices to meet program objectives.