• Partner with organization leaders to build out strategic roadmaps for scoped programs: the Community Forum, Knowledge Base, and New Relic Platform Help Experience. • Independently lead large-scale, ambiguous projects from planning to implementation, proactively identifying dependencies and the cascading impact of scope or schedule risks. • Build and maintain each project’s artifacts and business documentation - such as but not limited to - problem definitions, business requirements, project plans, decision logs, communications plans (including field or launch announcements), and retrospectives. • Create programmatic operational cadences and maintain a prioritized list of projects and enhancements for each functional area. • Work with Engineering Managers to prioritize engineering backlogs within Jira, define project technical requirements, and oversee development progress. • Provide guidance and delegate project-specific tasks to the team's Business Systems Analysts (BSAs). • Track program performance metrics via Google Analytics, Tableau, and Salesforce dashboards and own quarterly business review (QBR) preparation. • Design, standardize, and monitor data-driven customer feedback loops across multiple programs. • Continuously improves existing processes and introduce new frameworks to break down cross-functional barriers.

• Manage risk functions for humanitarian response programming in Cuba. • Collaborate with audit, risk and compliance leads in HQ and the regional level and program leadership on implementing and strengthening internal control systems and continuous process performance improvement. • Anticipate and identify risk issues and challenges and the most appropriate solutions to address them. • Support implementation of sub-recipient financial management policy (SRFMP). • Plan and perform internal audits, control reviews and compliance assessments. Analyze results and provide recommendations. • Design and facilitate relevant risk training sessions and contribute to relevant components of institutional capacity strengthening plans for CRS and partners. • Serve as liaison and support for external audits. Coordinate action plans to close audit findings.

• Identify and evaluate new program opportunities, leading due diligence analysis across underwriting, insurance product, legal, and insurance operations. • Support program structure recommendations, including coverage architecture, underwriting guidelines, and rating frameworks aligned to Counterpart's target classes of business. • Draft Program Assessment Template documents with a clear understanding of program requirements, participation, and production requirements, with annual projected forecasts. • Act as the primary point of contact for managing program relationship continuity from inception through consistent production results. • Negotiate, execute, and maintain Program Management Agreements; ensure all contractual requirements, service standards, and authority parameters are met on an ongoing basis. • Conduct regular performance audits and portfolio analyses, measuring results against KPIs established at program inception and surfacing underwriting strategy recommendations to Insurance Product. • Work cross-functionally with the insurance product team on renewal terms and processes for new and existing program opportunities. • Identify and drive process improvements that increase efficiency and scalability across program operations. • Participate in partner visits and facilitate ongoing communication between agency partners and Counterpart's service team to resolve policy, billing, and underwriting matters. • Prepare and present materials for stewardship reviews, board meetings, and business updates; coordinate meeting logistics, agendas, and follow-through. • Attend national trade conferences and industry events as a senior representative of Counterpart's programs business, building relationships and advancing brand presence. • Review legislative and market developments affecting program structures; proactively recommend coverage enhancements and flag compliance implications. • Leverage AI-powered tools, including Counterpart's internal, to improve program analysis, client reporting, and operational workflow efficiency. • Bring an experimentation mindset to how technology can accelerate program prospecting, performance monitoring, and client communication.

• Own cross-functional global launch readiness across all GTM workstreams — ecommerce, logistics, supply chain, customer care, finance, marketing, and physical retail — ensuring every function is aligned and ready to execute on launch day • Track milestones, surface risks, and drive decisions across workstreams from NPI through post-launch, serving as the connective tissue between teams • Own launch performance tracking and post-launch retrospectives, translating insights into actionable improvements and executive-ready reporting • Partner with GTM leadership to develop repeatable frameworks, launch playbooks, and operating cadences that improve execution quality across the team