• Own end-to-end forecasting, capacity planning, and scheduling for internal and BPO support teams • Monitor real-time performance and manage intraday workforce adjustments to meet SLA targets • Oversee BPO SLA adherence and partner with Vendor Managers to resolve staffing inefficiencies • Own operational reporting dashboards, ensuring consistency and accuracy of KPIs across all teams • Maintain a single source of truth for operational performance metrics and translate data into actionable insights for leadership • Lead, develop and performance manage a team of WFM and Reporting specialists • Drive automation initiatives and identify inefficiencies in forecasting, staffing, and reporting workflows

• Serve as the first point of contact for BHCMs on day-to-day operational and care delivery questions • Monitor team schedules, caseload distribution, and daily workflows to ensure consistent patient coverage • Support BHCMs in navigating complex patient situations, escalating to the Director of Behavioral Health and Chief Clinical Officer as appropriate • Promote a culture of accountability, clinical excellence, and psychological safety across the BHCM team • Conduct regular check-ins with individual BHCMs to surface operational barriers and support team morale • Conduct regular shadow sessions with BHCMs, providing structured, real-time feedback on clinical delivery and documentation • Complete chart audits to assess documentation quality, care cadence adherence, and registry accuracy • Identify patterns in quality gaps and escalate systemic issues to the Director of Behavioral Health • Support rollout and adherence to updated clinical workflows and SOPs as developed by the Manager of Education, Curriculum & Credentialing Registry Review Support • Attend weekly registry review meetings led by the Sr. Manager of Psychiatry • Capture and follow up on action items from registry review, coordinating with BHCMs to ensure timely implementation • Monitor patient engagement against clinical cadence guidelines and flag outliers for discussion at registry review • Serve as an operational liaison between the BHCM team and clinical leadership, surfacing workflow friction points and improvement opportunities • Support onboarding of new BHCMs in coordination with the Director of Behavioral Health and Manager of Education, Curriculum & Credentialing • Contribute to the development and refinement of clinical operating procedures based on day-to-day team experience • Assist in tracking BHCM performance metrics and provide input to the Director of Behavioral Health for performance management processes

• Ultimately responsible for projects based either upon a region, project type, client type, or specific client. • Responsible for empowering your direct reports, typically Team Leads and Discipline Leads, and encouraging your professional growth. • Leads critical/emerging sectors within HFA. • Responsible for developing uniformly high production standards and monitoring projects to ensure quality and production standards are met for all design and contract documents. • Must be thoroughly familiar with entire project process and should possess managerial capability to lead and direct activities of all project-team personnel while monitoring technical production on all projects to ensure adherence to quality standards at high productivity. • Will work in unison with other Sr Team Leads and Executives to ensure the company is working as a single enterprise, upholding HFA Culture Code, Purpose, and Shared Values. • Must possess strong financial and business understanding and possess the ability to accurately state the financials of your area of business. • Provides guidance and input to Team Lead to determine team structure and talent needs. • Participates in Marketing and Business Development in conjunction with Executives, the Brand & Marketing team, and the Client Partnerships team.

• You will be the driving force behind the performance, compliance, and energy of your remote team • Focus on delivering a superior customer experience through meticulous performance management and high-impact coaching • Metaculously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs • Implement a high-energy, structured coaching framework through regular 1:1 sessions • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis • Provide clear, highly detailed, asynchronous updates (Slack, Monday.com, email) on campaign health • Serve as a positive, high-energy leader who drives team adaptability to new D2C products • Effectively manage personal and team adherence to schedules and break compliance