Role Description We are seeking a highly driven and results-oriented leader to manage VPN Service Delivery while also owning the strategy, ideation, and execution of AI, chat, and automation initiatives across the organization. This role is responsible for overseeing end-to-end VPN order delivery, ensuring first-time-right performance, and driving operational excellence through data-driven decision-making and continuous improvement. In addition to core service delivery responsibilities, this leader will spearhead digital transformation efforts by developing and scaling automation and AI-driven solutions, supported by disciplined delivery governance and operational analysis. The role requires a balance of hands-on execution and strategic leadership, including building and developing a high-performing team. Success will be measured by improvements in cycle time, cost efficiency, service quality, and adherence to Responsible AI and data governance standards within a fast-paced telecommunications environment. Qualifications - Minimum: Bachelor’s Degree and 3+ years of related business operations management experience. - Strong discipline in maintaining a use-case backlog and governance process from intake → triage → discovery → pilot → production, including readiness across security, privacy, and data access. - Skilled at translating ideas into clear user stories with success criteria, risk/controls, ROI modeling, and dependency mapping. - Promotes a culture of accountability, inclusion, and continuous improvement. - Excellent collaboration and effective listening skills. - Strong attention to detail and superior organizational skills. - Proven ability to present information to various levels in organizations. - Understanding of project management. Requirements - Manage day-to-day VPN order delivery across multiple regions and customer segments. - Ensure timely, accurate provisioning aligned with customer SLAs and business goals. - Drive performance against key metrics including FTR (First Time Right), cycle time, and backlog health. - Identify process gaps and lead initiatives to improve efficiency, quality, and scalability. - Champion automation and simplification efforts to reduce manual work and errors. - Partner with cross-functional teams to implement sustainable solutions. - Establish clear performance expectations and track team productivity and quality. - Analyze operational data to identify trends, risks, and opportunities. - Deliver executive-level reporting with actionable insights and recommendations. - Collaborate closely with Design/TDG, Field Operations, Offnet/Build, and Customer Experience teams. - Act as a point of escalation for complex orders and customer-impacting issues. - Drive alignment across teams to ensure seamless order flow and issue resolution. - Build and maintain a prioritized AI/automation roadmap tied to business objectives. - Run structured ideation to capture high-value chat use cases across business functions. - Establish “value by design” for each use case and ensure measurable outcomes. - Translate ideas into clear user stories, success criteria, and risk/controls. - Rapidly prototype chat/agent flows and lead pilot experiments. - Partner with Security, Compliance, and Data Governance to meet responsible AI standards. - Build dashboards and operational scorecards to guide decisions and show value. - Identify automation opportunities and policy/role changes needed to unlock impact. - Lead cross-functional Kaizen/Lean sprints to remove waste and instrument processes. - Standardize playbooks, reusable components, and reference architectures. - Operate a tight release cadence with clear entry/exit criteria. - Enforce quality gates and manage operational readiness. - Publish executive-ready updates and maintain audit-ready documentation. - Create lightweight enablement that makes chat solutions stick. - Coordinate with Security/Legal on responsible AI standards and data classification. - Work closely with Operations leaders, Product owners, Engineering, Security, HR, and Finance. - Provide executive-ready updates and resolve blockers quickly and transparently. - Lead, coach, and develop an inclusive, high-performance team. - Set clear expectations, priorities, and performance standards aligned to business objectives. - Conduct regular 1:1s, performance reviews, and development planning. - Monitor workload, capacity, and team health to ensure sustainable performance. - Cultivate a culture of experimentation with guardrails. - Foster a culture of accountability, inclusion, and continuous improvement. Benefits - Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits. - Additional perks that enhance physical, mental, emotional, and financial wellbeing. Company Description Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry.

Role Description We are looking for a Junior Admin Operations Associate to support the day-to-day operations behind our AI platform. This role is ideal for someone at the start of their career who enjoys structured, detail-focused work, has strong English comprehension, and is curious about how AI-enabled systems work in practice. You do not need previous experience — we will train the right person. What matters is that you are naturally organised, accurate, reliable, and genuinely interested in learning. You will work with a cross-functional team to keep operations running smoothly and help us improve the way we work over time. What You Will Do - Support the day-to-day operational tasks that keep our platform services running reliably and consistently. - Follow structured, rule-based processes carefully and help keep them running smoothly. - Keep operational records, documentation and trackers accurate, organised and up to date. - Check your work and records for accuracy and completeness before they are finalised. - Coordinate with internal teams so requests, updates and follow-ups are handled smoothly and on time. - Spot and raise process gaps or inconsistencies clearly, and follow internal steps to get them resolved. - Contribute feedback and ideas to improve processes, wording and ways of working over time. - Maintain a high standard of attention to detail across recurring operational activities. Qualifications - Strong English reading and writing comprehension — you can follow written instructions precisely, draft clear updates, and communicate confidently in UK English. - High attention to detail and a structured, logical approach to work — you naturally spot errors and inconsistencies. - Comfortable following step-by-step processes and working with rule-based workflows. - Genuine interest in AI, automation, or modern technology products — basic familiarity is enough, enthusiasm to learn is what matters. - Quick learner with good problem-solving and communication skills. - Confident using computers and everyday digital tools (email, spreadsheets, documents, messaging). - Comfortable working remotely and aligning to UK business hours (9:00 AM to 6:00 PM GMT/BST). Requirements - Any exposure to operations, customer support, administration, or process-driven environments. - Familiarity with documentation, data entry, or structured record-keeping work. - Comfort working with structured data or simple dashboards. - Experience using tools such as Excel, Google Sheets, CRMs, or project management platforms. - Experience working in a startup or fast-paced business environment. Benefits - Competitive package depending on experience. - Potential share options. - Full training on all systems and processes — no prior experience required. - Professional development including conference attendance and CPD support. - The opportunity to join one of the UK's fastest-growing healthtech companies at an early stage. - Remote working with a collaborative, supportive team. - Clear room to grow as the company scales. Company Description QuantumLoopAI is one of the UK's fastest-growing healthtech companies. Our AI-powered platform, EMMA, is used by hundreds of organisations across the UK to manage communications, automate workflows and deliver better outcomes through intelligent automation.

• Ownership & Continuous Improvement of Creator Hub • Map, document, and maintain Creator and Traveler pipelines and workflows • Analyze conversion rates across funnel stages and recommend improvements • Evaluate and deploy AI tools for outreach personalization, ticket triage, and pipeline forecasting • Collaborate with Marketing on CRM flows and lifecycle messaging

Role Description The Triage Specialist serves as a critical first-line representative for incoming consultation request cases. This role is responsible for analyzing intake information, determining urgency, identifying and documenting customer needs, and routing cases to the appropriate Expert team member for consultation. The Triage Specialist ensures cases are routed to Experts timely, properly categorized, compliant with process rules, and aligned with FEDlogic service models while maintaining high standards for accuracy, timeliness, and customer experience. Key Responsibilities - Case Intake & Evaluation: - Review incoming cases, questionnaires, documents, and referrals for completeness and clarity. - Identify immediate risks, urgent deadlines, or time-sensitive situations. - Determine appropriate benefit pathways across federal and state programs. - Routing & Assignment: - Assign cases to the correct Expert team member based on program type, complexity, urgency, and workload. - Apply proper case status codes in the CRM system(s) (Zendesk/Salesforce). - Escalate high-risk or complex cases to leadership or specialized CWC units. - Coordinate questions and case level handoffs between Triage, Experts, QA, and CWC teams. - Compliance & Documentation: - Ensure intake information meets documentation standards and regulatory requirements. - Verify consent forms and required disclosures are read and documented. - Maintain accurate notes and summaries. - Adhere to data security and confidentiality protocols. - Any additional responsibilities as assigned by leadership. Qualifications - Minimum 3 years of customer service, healthcare navigation, benefits administration, or case management experience. - Strong analytical and documentation skills and be detail oriented. - Experience working in a fast-paced, service-oriented environment. - Proficiency with Customer Relationship Management systems (i.e. Salesforce and Tableau), workforce management tools, Google Workplace, Slack and minimal usage of Microsoft Office Suite. - Must be able to handle confidential sensitive medical information. - Prolonged sitting and computer work. Preferred Qualifications - Bachelor's degree in business, health administration or related field is preferred or equivalent combination of education and experience. - Bilingual (Spanish) skills are helpful. - Would prefer candidates to have previous experience in the benefits and insurance industries. Benefits - Flexible remote work environment. - Paid Time Off (PTO) plus all federal holidays off. - Comprehensive benefits package with health, dental, vision insurance, group term life, short term disability, long term disability and voluntary life plans. Numerous supplemental plans to assist employees. - Paid maternity, paternity and adoption leave benefits. - Cancer Experts Now - supplemental plan. - 401(k) retirement plan with matching contributions. - Supportive and collaborative work environment. - Opportunity to be part of a rapidly growing company dedicated to making a difference in the lives of families. Travel - Up to 10% travel per year for client meetings and company engagements, both local and occasional out-of-town.