• Independently ascertain how to query the necessary data from large data sets and generate ad hoc analysis with clear insights • Leverage historical claims data and provide reporting that allows for assessment and risk management • Assist in preparing deliverables for operation teams that support a member’s transition experience to SmithRx • Ensure high quality, “client ready” deliverables through an audit/evaluation process and personal accountability • Execute deep-dive analyses and investigations into large datasets and provide clear insights on findings • Clearly communicate with internal stakeholders and external partners through email, slack, phone, video call, etc. • Provide ad hoc analysis to illustrate other potential impact from implementing SmithRx as a pharmacy benefit solution

• Perform the company's administrative activities. • Conduct statistical analyses of controls and methods in general. • Participate in planning, organizing and controlling workflows to streamline and optimize the effectiveness of functional activities. • Prepare monitoring and control reports for administrative areas. • Professional experienced in formalizing and managing barter operations, providing sales and client support in the preparation of documentation, operational controls, document analysis, contract review and guarantees. • Knowledge of the agricultural market, compliance and risk management, with strong organizational skills and excellence in the execution of operations. • Analytical, detail-oriented and results-driven profile, with a strong ability to liaise between commercial, financial and legal areas. • Responsible for supporting the formalization of barter, credit and collections operations by performing analysis; verification and validation of documentation (contracts and guarantees); monitoring operational workflows; and providing support to the areas involved. Acts in directing/signaling guarantees to sales and clients as appropriate, supporting the processing and finalization of documentation and its flow with a third-party law firm, ensuring quality of information and security in the execution of operations, contributing to process efficiency and risk mitigation.

• Serve as a frontline support resource for customer inquiries, escalations, and service issues. • Monitor and analyze customer service metrics to identify trends and recommend improvements. • Collaborate with cross-functional teams (e.g., billing, dispatch, technical support) to resolve customer concerns. • Maintain accurate records of customer interactions and resolutions in Service Event Management and Reporting systems. • Support onboarding and training of new customer service representatives. • Act as the primary liaison between the company and ERS providers to ensure service level agreements (SLAs) are met. • Coordinate real-time responses to roadside incidents, ensuring timely dispatch and resolution. • Monitor ERS performance metrics and provide regular reporting to leadership. • Develop and maintain ERS protocols and escalation procedures. • Evaluate ERS operational performance using dashboards, KPIs, and service data (e.g., response times, service levels, exception trends). • Conduct deep‑dive analyses to identify root causes of operational challenges and recommend data‑driven solutions. • Monitor provider and vendor performance, identifying opportunities for optimization and consistency. • Develop and maintain performance scorecards, reporting tools, and insights for leadership. • Lead continuous improvement efforts across ERS operations, including workflow enhancements, policy updates, and process standardization. • Partner with Operations, Contact Centers, Safety, and Vendor Management teams to implement best practices. • Manage or contribute to ERS-related projects, pilots, and technology enhancements. • Analyze service failures, escalated incidents, and customer-impacting issues; provide resolution recommendations. • Support risk mitigation strategies and ensure compliance with safety, service, and operational standards. • Serve as an escalation point for complex or high-priority roadside events. • Prepare and present insights and recommendations to senior leaders, using data to influence strategic decision‑making. • Collaborate with reporting team to build and automate advanced reports using tools such as Excel, Power BI, Tableau, or internal BI platforms. • Translate operational data into actionable insights for teams and partners. • Work closely with internal teams including Contact Center Operations, Field Operations, Finance, Quality & Compliance, and Vendor Relations. • Provide coaching, technical guidance, and training to junior analysts and ERS team members. • Represent ERS in cross‑functional meetings and strategic planning sessions.

• Use best practices and available tools to elicit the functional and non-functional requirements the system to be developed must meet. • Guide, monitor and direct developers regarding the use of requirements-process tools. • Capture a common vocabulary; classify the system's critical processes; participate in prototyping. • Define report specifications. • Define audit trail logging. • Describe the user interface. • Develop supplementary specifications. • Develop a requirements management plan. • Document information classification. • Prepare supplementary specifications. • Prepare a glossary. • Prepare a requirements list. • Develop a system access profiles matrix. • Prepare system messages. • Specify functional requirements / use cases. • Structure the use case model. • Conduct the requirements approval meeting. • Elicit, document and prioritize preliminary requirements. • Maintain business rules.