• Manager-level position responsible for end-to-end operational oversight of pharmacy operations supporting both clinical and non-clinical functions • Accountable for workflow performance, team coordination, and execution across integrated operational models • Leads cross-functional teams responsible for case progression, clinical review support, and completion activities, ensuring alignment with quality, turnaround time, and productivity expectations • Partners with clinical leadership, quality, and operations teams to drive efficiency, reduce rework, and support scalable, high-performing operational workflows • Provide operational leadership for pharmacy operations workflows, including both clinical and non-clinical functions supporting IRO services (initial reviews and appeals) • Own the execution and performance of integrated pharmacy operations, ensuring alignment across case progression, clinical review support, and completion processes • Lead cross-functional teams to deliver against key operational metrics, including quality, turnaround time, productivity, and backlog management • Drive alignment between clinical and non-clinical workflows to ensure efficient case flow, minimize rework, and optimize resource utilization • Partner with clinical leadership, quality, and operations teams to ensure consistency in review practices, documentation standards, and workflow execution • Contribute to the ongoing design, refinement, and standardization of operational workflows to support scalability and performance improvement • Develop team capability through coaching, performance management, and workforce planning across both clinical and non-clinical staff • Identify operational risks, gaps, and inefficiencies, and implement solutions to improve performance and service delivery • Lead day-to-day operations of pharmacy workflows, ensuring efficient case progression across clinical and non-clinical functions • Own performance outcomes for assigned operations, including quality, turnaround time, productivity, and backlog management • Monitor and manage workflow distribution, capacity, and staffing to ensure alignment with volume demands and service level expectations • Ensure effective coordination between clinical and non-clinical functions to support seamless case flow and minimize delays or rework • Identify and resolve operational bottlenecks, inefficiencies, and breakdowns in workflow execution • Establish and maintain performance standards, ensuring accountability at both individual and team levels • Provide direct leadership to team members, including coaching, performance management, and development of both clinical and non-clinical staff • Partner with quality and clinical leadership to ensure consistency in review practices, documentation, and adherence to internal and external standards • Support implementation and stabilization of new workflows, processes, and operational changes to improve efficiency and scalability • Analyze operational data and performance trends to identify opportunities for improvement and drive informed decision-making • Ensure readiness and operational alignment for new clients, products, or workflow changes impacting pharmacy operations • Maintain effective communication with cross-functional partners to ensure alignment on priorities, risks, and performance outcomes • Perform other duties as required to support operational performance and business needs

• Design, own, and continuously improve the new hire onboarding program for AEs, BDRs, and Sales Engineers - including structured tracks, milestones, assessments, and ramp benchmarks • Certify new reps on product knowledge, messaging, and sales methodology in partnership with Sales leadership • Coordinate with HR, Product, and Marketing to keep onboarding content current; track time-to-productivity and iterate based on results • Facilitate live training sessions, role-plays, and skills workshops for new hires and tenured reps • Serve as the primary point of contact between Sales and Marketing - translating rep needs into content and tool requests • Partner with Product Marketing to develop and maintain playbooks, battlecards, one-pagers, objection-handling guides, and demo scripts • Ensure all sales content is organized, current, and accessible in the enablement platform (e.g., Highspot, Seismic, or similar) • Coordinate sales input on product launches, campaign alignment, and messaging updates; support rollout and adoption of new sales tools • Own the RFP content repository - keeping standard responses, company information, security questionnaires, and supporting materials up to date • Manage end-to-end RFP response: intake, triage, assignment, drafting, review, and submission • Coordinate with Product, Engineering, Legal, Security, and Finance for accurate, timely responses; enforce quality standards and approval workflows • Track RFP win/loss data to improve future responses; evaluate and implement RFP automation tools (e.g., Responsive, RFPIO, Loopio)

• Define and own the technical roadmap for our lifecycle tooling ecosystem (e.g., Braze), ensuring total data stability, governance, and future-proof documentation. • Lead cross-functional work alongside Lifecycle Marketing, Data Engineering and Data Analytics to define and maintain source of truth lifecycle data models (events, attributes, segments, composite scores, propensity models). • Drive operational efficiency by architecting AI-driven automation workflows and internal tooling to eliminate repetitive production overhead. • Collaborate with the lifecycle marketers to systematize journey designs and briefs into robust, testable flows in Braze (or equivalent) • Implement and maintain scalable templates, modular components, and reusable logic. • Operationalize A/B and multivariate tests end to end, setting up principles for audience configuration, randomization, holdouts, and measurement-ready instrumentation. • Own reporting requirements for lifecycle ops (e.g., journey health, delivery and error monitoring, experiment status dashboards).

• Manage and mentor a team of infrastructure security professionals. • Oversee the end-to-end vulnerability management program. • Ensure robust endpoint security by overseeing the team’s management of antivirus/EDR solutions. • Direct the operational management of network and application security controls. • Ensure that infrastructure operations consistently comply with enterprise security policies, baselines, and regulatory requirements. • Collaborate with Cloud, Systems, Network, and Identity & Access Management (IAM) teams to integrate security requirements into infrastructure builds and changes. • Provide oversight for the enterprise’s privileged access management (PAM) operations and tooling. • Ensure effective operation of key infrastructure security tools and monitoring processes. • Represent the IPO team in governance processes and Architecture Review Board (ARB) discussions. • Maintain disaster recovery (DR) readiness for IPO-managed security tools and processes. • Drive alignment between Security Engineering priorities and Infrastructure Operations and Architecture outcomes.