• Define and lead the strategy for customer and partner learning and enablement programs, ensuring alignment with product roadmap, go-to-market priorities, and customer success objectives. • Oversee the full lifecycle of customer- and partner-facing learning programs, including curriculum design and development, certification pathways, and ongoing updates. • Ensure training programs are embedded into product release cycles, enabling timely and effective customer and partner readiness for new and enhanced capabilities. • Lead the design and execution of scalable training delivery models, including instructor-led, virtual, and self-paced learning experiences and bootcamps. • Own partner learning programs, ensuring partners are equipped with the knowledge and skills required to successfully implement, support, and extend product value. • Establish and manage program operations, including planning, scheduling, governance, and delivery coordination across global audiences. • Working with finance, manage the commercial model associated with our customer and partner related training offerings. • Work directly with Product teams to translate product functionality and roadmap changes into effective learning content and delivery. • Collaborate with key stakeholders across the organization, including Sales, Customer Success and Support teams, and Partner teams to ensure learning programs support adoption, implementation success, and customer outcomes. • Define and track key performance indicators such as adoption, engagement, completion, and effectiveness; use insights to continuously improve programs. • Prepare and present program updates to senior leadership, including performance, impact, risks, and opportunities. • Oversee the management of external vendors, contractors, and platform partners as needed to support scalable program delivery.

• Overall accountability for ensuring that field contractors comply with contracting standards, including use of current core contracts, reimbursement standards, network and contract policy, and the provider contract escalation and review process • Provide guidance and support to field contractors on national standards and use of the Contract Management System • Support field contractors on non-standard issues and work closely with the National Contracting Standards & Policy team on policy, language, and "ability to administer" issues as well as on reporting and compliance with the exception review process • Work with contractor to develop appropriate response and/or contractual language that does not jeopardize Cigna's contracts with employers, internal policies or standards • Ensure required documentation is complete prior to signature by RVP or Market Lead • Facilitate internal and external audit requirements • Ensure members of field contracting team receive appropriate and continuous training in all aspects of contracting standards, including use of current, appropriate, core contract templates; preferred reimbursement standards; national network and contracting policy; and the standard contract process • Ensure understanding and compliance by field contractors with the standard contract process and review of all exceptions to "ability to administer", financial objectives, policies, and language • Provide consultative support to field contractors on contracting, policy and procedural issues as needed • Support field contracting in maximizing use of the system • Ensure all new employees receive the appropriate training • Monitor Contract Manager usage in accordance with the established guidelines • Develop contract language and rate exhibit options for field use • Collaborate with other RDs, Network Analytics Unit and other national functions such as claim operations, medical management, and legal to share best practices and devise creative solutions to complex problems • Work with national groups to continually review and improve the SARU (Satisfactory, Acceptable, Reviewable and Unacceptable) contract standards for all contract types • Partner closely with US Medical Network Contracting Readiness to ensure policies and standards are communicated to the field staff appropriately • Work closely with Standards & Policy Committee to identify and resolve issues requiring cross-functional solutions, policymaking and communication • Provide input and support to national projects (e.g. new product roll-outs, regulatory compliance initiatives, etc.) requiring contract content reviews, language compliance assessments and/or network participation assessments • Work with local contract teams on language remediation initiatives.

Role Description USALCO is seeking a Director of Digital Product to lead the strategy, roadmap, prioritization, and execution of Decision Blue® as a scalable digital offering. In this role, product refers specifically to the Decision Blue software platform and related digital capabilities—not USALCO's chemical products. This individual will serve as the voice of the customer and translate USALCO's business strategy, water treatment expertise, customer needs, plant data, and field-service insights into practical digital workflows and AI-enabled decision-support tools for operators, technical teams, and commercial stakeholders. This is a highly strategic and hands-on role requiring strong SaaS product management discipline, agile development experience, customer discovery skills, and the ability to work cross-functionally with IT, services delivery, technical experts, and commercial teams to build Decision Blue into the water industry's leading operator-centric treatment intelligence platform. Essential Duties & Responsibilities - Digital Product Ownership - Own the Decision Blue digital platform roadmap. - Own the digital product backlog and prioritization process. - Write and manage epics, features, and user stories. - Lead sprint planning and Decision Blue release cycles. - Define acceptance criteria and digital release requirements. - Customer Discovery - Conduct customer interviews and market research. - Work directly with treatment operators and utility leaders. - Validate Decision Blue market fit and customer value assumptions. - Identify emerging market needs. - Translate customer and internal discovery into Decision Blue roadmap decisions. - AI-Enabled Digital Capability Development - Identify opportunities for AI-driven decision support. - Define roadmap progression from analytics to predictive and autonomous operations. - Collaborate on AI governance and model validation. - Cross Functional Leadership - Partner closely with Engineering, Services, Marketing, and Commercial teams. - Balance customer requirements against technical feasibility. - Work with Services counterparts to develop delivery approaches that balance speed to market with Decision Blue roadmap development. - Drive alignment across stakeholders. - Success Metrics - Decision Blue adoption. - User engagement. - Customer retention and expansion influenced by Decision Blue. - Decision Blue feature utilization. - Digital ARR growth contribution. - Roadmap execution performance. - Digital net revenue retention. Qualifications - 8+ years of SaaS product management experience. - Experience leading B2B software products. - Strong Agile and Scrum experience. - Proven ability to launch and scale software products. - Experience working with data platforms, analytics, AI, or operational software. - Communication and teamwork skills. Preferred Qualifications - Water, industrial, environmental, utility, or infrastructure experience preferred. Company Description USALCO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. As a general policy, USALCO does not offer employment visa sponsorships upon hire or in the future.

Role Description The Sr. Director Digital Solutions Delivery will build and lead the customer delivery organization that turns Decision Blue® into a scalable, outcome-driven service model for water treatment operators and technical teams. This leader will be responsible for customer implementation, onboarding, adoption, managed services, and measurable customer outcomes—ensuring that USALCO's digital tools, chemistry expertise, and field support come together in a repeatable model that improves treatment decisions, strengthens customer relationships, and supports commercial growth. The role sits at the intersection of software implementation, water treatment optimization, customer success, technical services, and operational consulting. It requires a leader who can translate complex plant realities into practical delivery processes that help customers make better decisions with greater confidence, consistency, and speed. Essential Duties & Responsibilities - Customer Implementation - Design and lead onboarding programs for Decision Blue® customers, including implementation planning, stakeholder alignment, user training, and go-live readiness. - Develop repeatable implementation methodologies, playbooks, templates, and quality standards that allow USALCO to scale delivery across municipal and industrial customer environments. - Manage platform deployment activities in coordination with Product, Engineering, Data, Technical Services, Commercial, and customer plant teams. - Ensure successful customer go-lives that create early value, build operator trust, and establish a clear path to adoption and measurable outcomes. - Customer Success - Establish customer health monitoring programs that track adoption, engagement, treatment objectives, service needs, and renewal or expansion risks. - Drive platform utilization by helping operators and technical teams incorporate Decision Blue® insights into day-to-day treatment decisions. - Lead customer business reviews that connect digital engagement, treatment performance, chemical efficiency, compliance confidence, and operational value. - Partner with Commercial and Technical Services teams to improve customer retention, deepen account relationships, and identify expansion opportunities tied to customer outcomes. - Managed Services - Build, implement, and measure recurring digital and technical services offerings that support customer outcomes and USALCO's core business objectives. - Develop scalable support capabilities that balance superior service, practical plant-level expertise, and cost-effective delivery models. - Establish outcome-based customer engagement models that demonstrate customer ROI, strengthen long-term account value, and reinforce USALCO's differentiated chemistry-plus-digital offering. - Leverage AI-enabled tools, automation, and delivery models where appropriate to scale human-in-the-loop decision support while preserving operator judgment and plant accountability. - Operational Excellence - Create implementation standards, service quality controls, escalation paths, and delivery governance for digital services customers. - Define customer onboarding, adoption, service, and value-realization KPIs. - Develop customer maturity frameworks that help plants progress from initial deployment to sustained operating value. - Build scalable support processes, knowledge resources, and internal feedback loops that improve delivery quality and inform the product roadmap. - Team & Cross-Functional Leadership - Build and lead customer success, implementation, support, and services delivery teams as the Digital Solutions Division scales. - Manage internal and partner delivery resources to ensure consistent, high-quality customer execution. - Work closely with Product, Engineering, and Data teams to ensure delivery experience, customer feedback, and field realities are reflected in the Decision Blue® roadmap. - Work closely with Commercial, Technical Services, and go-to-market counterparts to establish appropriate account management cadence, customer communication, and thought leadership. Qualifications - 10+ years leading customer delivery, professional services, customer success, technical services, or implementation organizations. - Experience implementing SaaS, data, analytics, AI-enabled, or decision-support platforms in operational environments. - Demonstrated success building customer success, managed services, or professional services functions that create measurable customer value. - Experience creating repeatable implementation methodologies, service playbooks, customer health processes, and value-realization frameworks. - Ability to work credibly with operators, plant leadership, technical teams, commercial leaders, and executive stakeholders. Preferred Qualifications - Utility, water treatment, industrial, infrastructure, environmental, or process-operations experience strongly preferred. Success Metrics - Time-to-value for new customer deployments. - Customer adoption, engagement, and sustained utilization of Decision Blue® capabilities. - Net revenue retention and expansion revenue tied to digital services and broader USALCO account growth. - Gross revenue retention and renewal performance. - Implementation cycle time, go-live quality, and deployment scalability. - Customer satisfaction, operator trust, and demonstrated customer value. - Services margin performance and cost-effective delivery scale. - Contribution to specialty chemical retention, conversion, and account expansion where digital services support broader customer outcomes. Company Description USALCO is a leading provider of aluminum-based component products serving industries such as water treatment, pulp and paper, oil refining catalysts, and construction materials. We are committed to safety, quality, and operational excellence across our manufacturing network.