• Responsible and accountable for the day-to-day base operations which includes ensuring all bases are in service, operating safely and providing positive customer experience • Provide consistent leadership focused on building an optimal and engaged culture at the local base level that exemplifies our core values and mission. • Communicates regularly with base staff to reinforce efficient base operations, job responsibilities and performance expectations • Drive Key Performance Indicators (KPIs) to maximize profit contribution • Accountable for the management and control of the P&L across assigned bases including expense and payroll controls. • Accountable for scheduling of base staff to ensure 100% coverage of assigned bases to optimize in-service rates and minimize overtime • Work closely with and in collaboration with Center or Excellence (COE) and Business Development to ensure compliance with all company policies and procedures; and maintain a high degree of customer satisfaction. • Responsible for the recruitment, performance management, and teammate development for the area in collaboration with COE partners. • Regularly evaluates and manages employee relations issues, addressing low performing teammates, including termination. • Effectively coaches and models appropriate leadership behaviors. • Oversee the supply chain and logistic needs for assigned bases, including the management of non-aviation, maintenance and clinical related activities and expenses. • Works with maintenance leadership in the planning of maintenance events and spare utilization to minimize any potential for base out of service events. • Support Regional Director in the delivery of Scorecards to customers and is responsible for the execution of any needed action plans. • Maintain and monitors business, medical and all other licenses required to do business. • Accountable for compliance of discipline specific requirements as it relates to DOT and Non-DOT random and reasonable suspicion. • Coordinate base startups, moves and closures with regional leadership. Facility repairs/maintenance and lease management.

• Own the end-to-end lifecycle of major and high-priority incidents, particularly those affecting payment processing, transaction flows, fraud detection platforms, and customer trust. • Coordinate rapid resolution of payment gateway outages, API failures and transaction processing disruptions. • Participate in the global on-call rotation, ensuring swift escalation, triage, and resolution of incidents outside core business hours. • Enhance incident response and payment operations tooling, dashboards, runbooks, and monitoring in collaboration with DevOps, Payment Ops, SREs, Engineering and Technology teams. • Act as the single point of contact (SPOC) during incidents for engineering teams, technology and security, account management and executive stakeholders. • Collaborate with Fraud, Payments, and Infrastructure teams to assess business impact and drive quick mitigations or workarounds. • Deliver real-time updates to external customers, vendors, acquirers, internal stakeholders and senior leadership; draft post-incident communications and root cause summaries. • Lead blameless post-mortems, ensure root cause is documented, corrective actions are assigned, and lessons learned are embedded in processes. • Provide internal and external KPIs and metrics (as part of Quarterly Business Review) including but not limited to Mean time to restore, incident response, platform uptime and availability. • Ensure incident records meet standards required by PCI-DSS, ISO 27001, GDPR, and local financial regulatory bodies.

• Actively manage staffing for a dedicated practice(s) by providing teams with qualified candidates for open project needs • Utilize information from one-on-one connects and information housed in our deployment tools to assess best-fit practitioners • Advise Service Delivery teams on creative and alternate staffing solutions that may provide improved quality, timeliness, or margin • Promote, lead and scale offshore integration efforts with Service Delivery teams • Maintain understanding of full portfolio of engagements and sales pipeline • Identify future demand surges and supply shortages by level, skill, and/or industry • Support deployment needs for large, cross-practice engagements • Maintain a high-level of proficiency in all deployment tools and reporting capabilities • Exhibit strong attention to detail and a strategic mindset to advance the RM function • Independently lead weekly staffing calls with leaders displaying strong executive presence • Mentor and manage offshore Resource Management team members • Minimal travel (less than 10%)

• Will be subject matter expert on all reimbursement support programs, payer claim processes, and access issue resolution • Develop & perform On-boarding & In-service presentations (in-person and virtual) with new and existing customer accounts • Responsible for proactive customer (prescribers, office staff, imagers, etc.) education about the PDx portfolio’s Payer Coverage policies, reimbursement processes, patient services, and benefit investigation • Primary point of contact responsible for resolving general and patient specific access and reimbursement challenges by leveraging the required internal and external resources • Develop Access & Reimbursement tools and Guides and disseminate approved content related to product coverage, claims processing, prior authorizations, and appeals • Maintain ongoing communication with the Market Access Account Executives and Sales to provide field intelligence and prioritize key accounts regarding account interactions • Attend conferences to promote GEHC’s Patient Support Services