• Own the end-to-end implementation strategy for new customer deployments across multiple products, ensuring timely, high-quality delivery. • Build, mentor, and scale a high-performing implementation team of experienced professionals, fostering a culture of accountability, collaboration, and innovation. • Partner with customer executives and internal stakeholders to define success metrics and ensure business objectives are met. • Develop repeatable implementation frameworks, playbooks, and best practices that scale with SmarterDx’s growth. • Proactively identify risks and challenges in client rollouts, creating mitigation strategies to keep projects on track. • Collaborate with Product and Engineering to translate customer needs into actionable feedback. • Oversee cross-functional alignment with Customer Success, Sales, and Clinical teams to deliver a seamless client experience. • Report on implementation performance, capacity, and client outcomes to company leadership. • Champion continuous improvement by analyzing process efficiency and driving operational excellence.

• Analyze and resolve Encompass errors and failures efficiently and accurately. • Maintain comprehensive knowledge of compliance guidelines, regulations, and industry standards relevant to mortgage lending. • Utilize Mavent proficiently, including interpreting and applying Mavent codes to maintain compliance. • Collaborate with loan officers, processors, and underwriters to address compliance issues promptly. • Document and report compliance-related findings and corrections clearly and concisely. • Support internal compliance audits and assist in corrective action plans as needed.

• Forecast workload, volumes, and resource needs across customer support and related service teams • Analyze and interpret volume and productivity data from Salesforce and BI tools • Lead the optimization and data integrity of residential forecasting models • Build and maintain custom capacity plans and headcount reports • Update capacity plans monthly for accurate resource analysis • Present monthly headcount and forecast attainment reports to the senior leadership team • Partner with department leaders to translate new business processes into actionable headcount needs • Collaborate with BI and Data teams to ensure data accuracy • Identify and suggest innovative tools or methods to improve forecasting accuracy

• Acts as the point of contact for clients during DISCO Managed Review projects • Manages teams of reviewers and provides necessary feedback and guidance to ensure speed and accuracy • Structures review workflows, including QC workflows, based on the needs of individual review projects • Guides the team and trains junior colleagues to foster a collaborative team environment • Creates and refines DISCO standard documentation, including review protocols, status reports, training guides and review workflows • Works closely with clients to understand how cutting-edge tech is applied to document review