• Build and maintain the operational model for Support and Moderation: SLA, queues, prioritization, schedules/shifts, and escalation processes. • Implement and improve the quality system, including tone of voice control. • Improve, expand, and maintain the knowledge base, macros, and templates to reduce resolution time and error rates. • Ensure compliance with Ethics and Safety policies. • Configure CRM (Freshdesk) and implement automation: routing, triage rules, tags/taxonomy, auto-replies, and LLM assistance. • Regularly provide the product team with insights from support requests: top drivers, improvement suggestions, and impact on CR/retention. • Manage the team (hiring, onboarding, performance management, development) and, if needed, vendors or outsourcing partners. • Reduce refund and chargeback drivers in collaboration with the product team.

• Own the ad monetisation strategy and execution across web and mobile apps • Configure, manage, and optimise AdMob, Google Ad Manager, app mediation, web ad inventory, programmatic demand, and ad placements • Audit the current ad setup and identify opportunities to improve fill rate, eCPM, show rate, ARPU, and total ad revenue • Design and manage ad unit structures across multiple brands, platforms, countries, user segments, and placements • Introduce and optimise ad formats such as banners, interstitials, native ads, and potentially rewarded ads • Set up and optimise mediation groups, bidding, waterfalls, demand partners, floors, and country-level strategies • Troubleshoot ad revenue issues, including no-fill, low show rate, SDK/adapter issues, consent-related issues, policy limitations, and app release impacts • Work with Engineering to implement SDKs, mediation adapters, ad placements, event tracking, consent flows, and QA processes • Work with Product to ensure ad placements maximise incremental revenue without damaging subscription conversion, user retention, or user experience • Work with Data to build reporting dashboards and monitor key ad monetisation metrics by platform, brand, country, placement, app version, and user type • Run experiments to test ad formats, placements, frequency caps, mediation changes, and demand partners • Monitor ad quality, policy compliance, brand safety, privacy requirements, and consent management • Provide weekly reporting, insights, and recommendations to leadership.

• Serve as a liaison between contracts, patients, patient families, HHAs, and care team. • Ensure effective communication and identify areas of concern during interactions. • Support the delivery of high-quality patient care. • Schedule work assignments based on Home Care Worker training. • Document all communications accurately in HHA Exchange. • Communicate effectively with patients, family members, clinicians, and other departments. • Provide information to healthcare professionals. • Consult with family members to ensure ongoing care needs are met. • Advise on discharges and changes in services. • Complete required reports accurately and timely. • Manage overtime and travel time requests. • Utilize tools to locate aides and provide directions. • Manage mutual and linked cases and respond to emails and voicemails promptly. • Adapt quickly to agency or industry changes.

• Advise on sepsis education, awareness, policy, and health equity initiatives • Attend quarterly Advisory Board meetings and provide feedback on programs • Contribute to strategic planning on sepsis-related trends and issues