• Monitor and support provider adherence to schedules, workflows, and operational expectations. • Provide operational coverage during assigned evening and weekend hours (CST) to support provider availability and continuity of care. • Maintain real-time visibility into provider availability and escalate coverage gaps or operational issues as needed. • Serve as a primary operational point of contact for providers regarding workflows, processes, and expectations. • Address provider questions or concerns in a timely, professional, and supportive manner. • Track and support reporting on key operational and performance indicators (KPIs). • Identify workflow bottlenecks, inefficiencies, or recurring provider challenges and escalate recommendations as appropriate. • Support day-to-day provider operations by reinforcing operational standards and ensuring consistency across programs. • Collaborate with Workforce Management to help align provider schedules with patient demand and service goals. • Work closely with Quality Assurance, Patient Experience, Clinical Leadership, and IT teams to resolve operational issues impacting providers. • Maintain accurate documentation of provider communications, escalations, and resolution outcomes. • Participate in scheduled OpenLoop holiday coverage to ensure uninterrupted provider support. • Other duties as assigned.

• Define and set the operational strategy and long-term roadmap for the TMS Business Unit in alignment with enterprise priorities • Lead annual and multi-year strategic planning processes, ensuring clear priorities, investment focus, and measurable outcomes • Serve as a key advisor to BU and senior executive leadership, shaping business direction, growth strategies, and transformation agendas • Own evaluation and prioritization of strategic investments, including business development, partnerships, and M&A opportunities • Provide forward-looking, enterprise-level insights on performance, market dynamics, and competitive positioning • Own and lead the end-to-end strategic initiative portfolio, ensuring alignment with enterprise goals and delivery of measurable business value • Establish and enforce governance frameworks, decision rights, and operating cadence across initiatives • Drive prioritization, trade-off decisions, and resource allocation across competing initiatives at the BU level • Ensure clear accountability, execution rigor, and value realization across all strategic initiatives • Provide regular executive-level reporting and insights on portfolio performance, risks, and opportunities • Act as a trusted advisor and thought partner to executive leadership, shaping high-impact decisions • Lead executive forums and decision-making processes, ensuring alignment, clarity, and timely outcomes • Deliver insight-driven recommendations supported by rigorous analysis and financial evaluation • Influence decisions across enterprise stakeholders, driving alignment in complex and ambiguous situations • Lead cross-functional alignment at scale, partnering with leaders across Development, Sales, Finance, IT, and other functions • Drive enterprise-wide collaboration to ensure cohesive execution of strategy • Resolve complex interdependencies and organizational barriers, ensuring forward momentum on critical initiatives • Build strong, trusted relationships with senior leaders across the organization • Define and institutionalize best-in-class frameworks, tools, and operating models for strategy execution and portfolio management • Drive continuous improvement and transformation initiatives to enhance scalability, efficiency, and performance • Build and lead high-performing teams (directly or through influence), developing strategic, analytical, and execution capabilities • Establish a culture of accountability, performance, and continuous improvement across the Business Unit • Serve as a mentor and leader of leaders, elevating organizational capability

• Serve as a subject matter expert on all account operations processes • Handle complex customer inquiries and issues via phone, chat, and email with empathy and precision • Own a case queue end-to-end, driving timely and accurate resolution • Partner cross-functionally with Sales, Onboarding, Billing, Payments, and other teams to coordinate seamless support across the customer lifecycle • Maintain meticulous attention to detail when processing sensitive account information to prevent downstream errors • Proactively identify process gaps and contribute ideas that improve team efficiency and customer experience • Take on additional responsibilities as the team and business evolve

• Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently. • Manage and optimize the intake and fulfillment process for customer environment requests. • Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance. • Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems. • Co-lead and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle between the TA and CA organizations to ensure resource alignment on key customer priorities. • Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams. • Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams. • Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents. • Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention. • Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.