• Provide strategic leadership and oversight across donor support functions, including gift processing, acknowledgment and fulfillment, and service center operations. • Define and implement an integrated operating model that aligns processes, technology, and performance metrics across all functions. • Align donor support operations with strategic fundraising priorities, campaigns, and the end-to-end donor journey. • Ensure donor support functions collectively deliver a consistent, high-quality end-to-end donor experience. • Lead cross-functional collaboration to improve coordination, reduce silos, and ensure a seamless donor experience. • Contribute to and operationalize fundraising strategy by aligning operational capabilities with organizational growth goals. • Lead change management efforts to evolve operations, systems, and team structures in response to organizational needs. • Establish and monitor SLAs and KPIs across all donor support functions to ensure performance, quality, and donor experience standards are consistently met. • Drive continuous improvement initiatives to enhance efficiency, accuracy, and scalability of operations. • Identify and implement technology solutions—including automation, workflow tools, and self-service capabilities—to streamline processes, reduce manual effort, and improve speed, accuracy, and donor responsiveness. • Ensure operational readiness and capacity planning to support campaign growth and seasonal volume fluctuations. • Leverage data, reporting, and analytics to inform decision-making and identify performance improvement opportunities. • Ensure consistent implementation of quality assurance practices across all functional areas. • Lead and develop managers across donor support functions, fostering accountability, collaboration, and high performance. • Establish clear goals, expectations, and performance management practices across teams. • Promote a service-oriented culture that prioritizes donor experience and operational excellence. • Monitor donor feedback and service trends to inform improvements in retention and engagement. • Develop and manage budgets across donor support operations, including processing, fulfillment, and service functions.

• Own the end-to-end creative operations workflow across strategy, production, post-production, QC, and delivery • Identify bottlenecks and redesign workflows for efficiency and scalability • Build automations and integrations that reduce manual work and improve visibility • Create structured approaches for prioritization, triage, and workload management • Partner with internal tooling teams to ensure workflows evolve alongside platform capabilities • Build systems for capacity planning, resource allocation, and workload balancing • Partner with strategy, production, and creative leads to maximize output and remove bottlenecks • Develop dashboards and reporting that provide visibility into pipeline health, utilization, and delivery risk • Identify opportunities to automate operational work using AI, LLMs, and workflow tools • Build, implement, and measure operational improvements • Create and maintain SOPs that document and standardize key workflows • Drive a culture of continuous improvement and operational excellence

• Deeply analyze existing IT service performance metrics and establish baseline team-level metrics across service delivery, support quality, system reliability, and operational health. • Define and implement standardized IT operations metrics (e.g., uptime, ticket resolution, SLA compliance) and dashboards across IT teams to enable consistent measurement and transparency. • Partner with IT leadership to ensure metrics are actionable, aligned with business outcomes, and used for the creation and update of OKRs, QBRs, and MBRs to senior leadership. • Review and streamline the current IT operating cadence (including change management, incident response, project planning, and post-mortems) to reduce overhead and increase team autonomy. • Operationalize consistent rhythms and project management (e.g., quarterly planning, sprint planning, stakeholder meetings, operational reviews) while allowing for team-level flexibility. • Assess current IT service management (ITSM) processes, identifying gaps and risks impacting system reliability, support availability, and end-user satisfaction. • Partner with Security and cross-functional business units to drive adoption of IT best practices, tooling, and co-created solutions. • Identify opportunities for automation across IT support and infrastructure workflows (e.g., provisioning, monitoring, troubleshooting) to reduce manual effort and operational toil. • Champion continuous improvement initiatives that improve IT staff efficiency, ensure practices scale effectively, and reduce escalations and friction for end-users.

• Provides strategic, operational, and clinical leadership for medication access services. • Ensures high-quality, compliant, and efficient medication access services. • Acts as the primary liaison among multiple teams and stakeholders. • Drives collaboration to remove barriers to therapy and improve patient access to medications. • Provides subject matter expertise in medication access, formulary processes, and affordability strategies. • Optimizes workflows for medication benefit investigation and insurance authorizations.