• Own and drive the CSM annual and quarterly planning process, including OKR development, roadmap prioritization, and executive alignment. • Serve as a strategic partner to CSM leadership, preparing briefings, decision memos, and exec-ready presentations for leadership reviews, QBRs, and board materials. • Identify strategic gaps, risks, and opportunities across the CS organization and develop recommendations for leadership action. • Manage the CSM leadership operating cadence — agendas, follow-ups, decision logs, and cross-functional coordination. • Act as a trusted proxy for CSM leadership in cross-functional forums, representing CS priorities and driving alignment with Product, Sales, Marketing, and Finance. • Own end-to-end program management for strategic CSM initiatives — scoping, planning, resourcing, risk tracking, and delivery. • Develop and maintain program charters, project plans, RAID logs, and stakeholder communication plans. • Drive clarity and accountability across workstreams, ensuring cross-functional owners are aligned and on-track. • Proactively surface blockers and risks to leadership with recommendations for resolution. • Build scalable playbooks and frameworks that operationalize strategic priorities across the CS organization. • Partner with CS Analytics and Finance to synthesize data into strategic insights that inform CS strategy — retention trends, expansion opportunities, health metrics, and customer segment performance. • Develop business cases and ROI frameworks for new CS investments and motions. • Lead strategic research and benchmarking to inform CS best practices and competitive differentiation. • Support the development and iteration of the CS model, including coverage models, segmentation strategy, and engagement frameworks.

• Provide dedicated acquisition and contract management support to the Centers for Disease Control and Prevention (CDC), Office of Acquisition Services (OAS). • Serve as the senior acquisition lead for contractor-delivered support across the federal acquisition lifecycle, including acquisition planning, solicitation development, evaluation support, award documentation, post-award administration, reporting, quality control, and day-to-day coordination with the Contracting Officer, COR, program offices, and contractor staff. • Manage and coordinate contractor support personnel performing acquisition lifecycle tasks for CDC OAS and supported program offices. • Track procurement action workload, milestones, action status, risks, and Procurement Administrative Lead Time (PALT) metrics. • Prepare and submit weekly, bi-weekly, and monthly status updates, including action counts, average PALT, in-transit files, issues, and corrective actions. • Maintain regular communication with the Contracting Officer, COR, program stakeholders, and contractor leadership to support workflow efficiency and customer satisfaction. • Ensure staffing continuity, professional conduct, ethical behavior, and compliance with non-personal services requirements. • Identify performance risks early and recommend practical solutions to maintain timely and acceptable performance. • Provide senior-level support for procurement planning and pre-award activities under applicable federal acquisition requirements. • Conduct and document market research, historical procurement reviews, and industry analysis. • Advise on acquisition strategy, contract type, procurement approach, and applicability of FAR, HHSAR, and HHS/CDC local policy requirements. • Support preparation, review, and routing of acquisition plans, market research documentation, determinations and findings, memoranda, checklists, and other file documentation for Government review. • Attend acquisition planning meetings, support data calls, and coordinate timely reviews and approvals. • Assist program offices in refining procurement requirements so packages are complete, supportable, and ready for acquisition action. • Prepare and edit solicitation and file documents, including RFQs, RFPs, IFBs, combined synopsis/solicitations, memoranda, checklists, and supporting documentation. • Support notices and postings through appropriate procurement channels, including SAM.gov, GSA eBuy, NITACC, NASA SEWP, and agency websites, as applicable. • Support Government review of offers or quotes and prepare professional, accurate, and complete award documentation. • Assist with control of vendor communications and support pre-proposal conferences, technical evaluations, past performance reviews, and source selection documentation. • Prepare analyses of business elements and pricing information, negotiation objectives, discussion support materials, and documentation of findings. • Prepare award documents, notices of award, debriefing or feedback materials, and Federal Procurement Data System (FPDS) reporting support. • Organize, quality-check, and submit complete electronic procurement files in accordance with CDC OAS requirements. • Participate in kick-off meetings and support contract administration communications among OAS, program offices, and contractors. • Prepare administrative, unilateral, and bilateral modifications with supporting documentation for Government review. • Assist with option exercise notices, contract term and condition accuracy checks, de-obligations, and other post-award actions. • Create and maintain digital/electronic contract file folders and deliver procurement files within required timeframes. • Perform work in accordance with CDC, HHS, and federal acquisition, information security, privacy, records management, accessibility, and contractor identification requirements. • Use or support use of CDC’s Integrated Contract Expert (ICE) contract writing system and related procurement tools after Government-provided access and training. • Ensure documents and deliverables are suitable for Government review, accessible where applicable, and aligned with Section 508 expectations. • Comply with CDC contractor identification, non-disclosure, privacy, information security awareness, records management, and safeguarding requirements. • Protect non-public, procurement-sensitive, and controlled information and ensure contractor staff understand applicable disclosure and conflict-of-interest restrictions.

• Provide overall leadership and management of the contract and all program operations. • Supervise and provide direction to all Key Personnel and functional managers. • Plan, organize, coordinate, and oversee all program activities to ensure successful contract execution. • Serve as the primary liaison between the client, subcontractors, and internal leadership. • Manage staffing, financial resources, budgets, and operational priorities. • Monitor contract performance, analyze operational metrics, and prepare executive reports. • Oversee project schedules, deliverables, risk management, and issue resolution. • Lead program communications and provide regular status updates to stakeholders.. • Oversee change management initiatives, including operational and technology-related enhancements. • Direct the development and maintenance of Standard Operating Procedures (SOPs), work instructions, and operational documentation. • Research emerging technologies and recommend process improvements that enhance customer experience, operational efficiency, and service delivery. • Promote continuous improvement, quality service, and operational excellence. • Perform additional duties as assigned

• Own the PR programs: media-director relationships, free-media outlets, pitching, source interviews, and reach/list-access growth; build and tend press, podcast, and media relationships by phone and in person. • Run the book and credibility programs: Coordinate book publishing end-to-end — edits, endorsements, press kit, print, distribution; assemble and coordinate written and video book reviews. • Build partnerships, advisors, and community: Maintain advisor relationships and the program components around them — workshops, e-course, advisor-CRM stewardship. • Own your part of conferences, sponsorships, and speaking: Recommend which conferences and sponsorships are worth attending; attend and represent the brand on the ground. • Run the radio and podcast programs: Develop the radio and podcast program content with help from others and manage earned-media campaigns into relationships that benefit us. • Source pod talent: Source and vet additional pod talent when needed; the EVP approves spend.