Role Description The Director, Operational Excellence is responsible for leading the development, implementation, and continuous improvement of standardized work processes, Lean Six Sigma methodologies, performance measurement systems, and digital tools across the organization. This role serves as the Business Process Owner for key cross-functional workstreams and is accountable for identifying and deploying best practices and enabling technologies that support operational excellence. In partnership with site and functional leaders, the Director will foster a culture of continuous improvement to enhance safety, reliability, productivity, cost performance, and quality. Qualifications - Post secondary education - Minimum 10 years demonstrated experience in Operational Excellence, Quality Systems, Change Management, Continuous Improvement, with at least 5 years of direct operations experience - 5-10 years leadership experience - Demonstrated success in leading and influencing cross functional teams to effectively drive change and accountability - Strong organization skills and attention to detail - Strong written and verbal communication skills across all levels of the organization - Proficiency utilizing computer programs such as Excel, Word, PowerPoint, Microsoft Project, SAP, Microsoft Teams, Power BI - Travel required: Up to 50% Responsibilities - Overall Governance and Strategy - Lead the development and implementation of the Operational Excellence strategy across standardized work processes, including Operations, Quality, Continuous Improvement, Employee Experience, Production and Inventory Management, Reliability, and Capital Execution. - Identify and leverage technology and tools that improve efficiency, consistency, and effectiveness across standardized work processes. - Manage the productivity program, including target identification, performance tracking, organizational alignment, and best-practice sharing to support delivery of results. - Promote and embed an Operational Excellence mindset across the organization. - Business Process Owner - Provide leadership and governance for standardized work processes across Operations, Quality, Continuous Improvement, Employee Experience, Production and Inventory Management, Reliability, and Capital Execution. - Identify and advance technology opportunities that improve efficiency, effectiveness, and cost performance across key work processes. - Own the Change Management Program and support effective adoption of process and system improvements. - Develop, enhance, and where applicable, maintain ownership of critical workstreams such as training and SOP document management systems. - Leverage data and analytics to identify improvement opportunities and support decision-making. - Operational Excellence Performance - Drive accountability and ownership for defined work processes across the organization. - Establish standardized key performance indicators across operations to measure performance and support continuous improvement. - Develop visual dashboards and analyze performance gaps to identify, prioritize, and support improvement opportunities. - Benchmark operational performance internally and, where appropriate, externally to identify leading practices. - Facilitate the sharing and adoption of best practices across sites and functions. - Use data analytics to monitor results and support operational decision-making. - Lean Six Sigma - Manage the Lean Six Sigma Program: deploying continuous improvement tools (including Kaizen, Value Stream Mapping, Standard Work, 6S, etc.), Green Belt certification, LSS training to support operational improvement initiatives. - Manage the team to lead cross-functional improvement projects designed to enhance operational performance and business results. - Coach, mentor, and train leaders and teams on Lean Six Sigma principles and methodologies. - Support initiatives focused on labor efficiency, yield improvement, and overall equipment effectiveness (OEE). - Member of the Engineering and Operational Excellence Leadership Team - Provide leadership to direct reports and establish clear expectations to support achievement of department goals. - Provide Operational Excellence leadership, guidance, and accountability to direct reports and key stakeholders, including Master Black Belts, Black Belts, Green Belts, Plant Managers, and Regional Managers/Directors, etc. - Collaborate with leadership team members to identify and implement improvement opportunities across the organization. - Perform other duties as assigned. Benefits - Family-friendly benefits - Opportunities for career growth and advancement - Support for employees at every stage of their lives

• Lead and develop Operations Managers to deliver KPI excellence, drive franchisee engagement, and ensure consistent execution of brand standards across the network • Drive franchisee adoption of operational best practices that improve customer experience and increase unit-level sales and profitability • Build scalable operating rhythms and processes across franchise locations to improve sales growth, customer service, strategic account performance, and key KPIs • Establish strong feedback loops by seeking input and providing timely coaching to franchisees, field leaders, peers, direct reports, and business partners

• Own end-to-end execution and optimization of email, push, and in-product messaging programs. • Establish and enforce channel best practices to drive engagement, retention, and conversion. • Continuously test and optimize targeting, timing, templates, and creative to improve performance across all owned channels. • Build and maintain robust analytics frameworks to monitor channel effectiveness and guide optimizations. • Adopt and advocate for channel best practices (e.g., send cadence, segmentation, personalization). • Leverage AI to improve strategies, creative output, and campaign performance. • Scout emerging communication channels (e.g., SMS) for growth opportunities. • Pilot, test, and scale new channels with a focus on channel fit, compliance, and ROI. • Stay ahead of changes that could impact deliverability and channel efficacy, including shifts in channel platforms, device OS, privacy policy, and AI-driven filtering. • Partner closely with Product and Engineering to evolve and maintain a scalable, reliable and AI-enabled MarTech infrastructure. • Own requirements for automation, personalization, data flows, and reporting across all growth channels. • Lead rapid identification, troubleshooting, and resolution of platform issues. • Drive adoption of AI within MarTech to accelerate growth marketing efforts. • Embed scientific rigor in growth: design experiments, measure results, and apply insights to inform broader channel and growth strategies. • Foster a data-first, experiment-driven culture within the consumer growth team. • Work closely with Growth Marketing, Product, Engineering, and Marketing Enablement to align on priorities and deliver impact. • Proactively communicate risks, opportunities, and results to stakeholders with clarity and actionable insight. • Guide team members in developing world-class growth operations capabilities and foster a high-performance culture focused on continuous learning and operational excellence.

Role Description When a patient reaches out to Felix, you're often the most important person in their healthcare journey at that moment. This role is about more than closing tickets — it's about making sure people feel heard, get real answers, and leave the interaction better off than when they started. You'll work primarily through chat and email, handling a meaningful volume of conversations each day. You'll need to think on your feet, navigate systems quickly, and resolve most issues without handing them off. It's a role with genuine ownership and genuine impact. If you're someone who gets satisfaction from solving a hard problem well, who reads between the lines of what someone is asking, and who wants to build a career in a fast-moving, mission-driven environment — this is a strong fit. Qualifications - Experience in a customer-facing role - Has used AI tools in a meaningful way, not just as a user, but someone who's shaped outputs, built workflows, and found smarter ways to apply them beyond the obvious use case - Telehealth or digital health background is a bonus - Weekend availability (Wednesday - Sunday) Requirements - Communicate with precision — you write clearly, get to the point, and break down complex ideas in a way that's simple to understand - Are a self-directed problem solver — you make confident decisions with the information available, and take initiative without needing constant direction - Have natural curiosity — you ask questions others don't, dig into the root of problems, and genuinely want to understand how things work Benefits - Full medical, dental and vision benefits - Maternity/paternity policy - 3 weeks' vacation - Competitive compensation - Stock option grant - Remote first, work from anywhere in Canada - Incredible culture powered by a highly collaborative and high-performing team - Large impact at an early-stage technology company - Professional development opportunities, working closely with founders and the senior leadership team