• Collaborates with the Assistant Manager to support Launch Specialists in meeting productivity goals • Flexibly supports Launch Specialists by handling inbound or outbound calls to caregivers, patients, AAAs, and MCOs as needed based on team workload • Audits calls and Salesforce documentation to ensure quality standards are met and that key steps in the process are being followed; provides supportive coaching to help Launch Specialists feel empowered with the knowledge to continuously improve. • Assist with documenting and developing best practices and training material • Be the direct point-of-contact for team member inquiries or concerns; Support team members in resolving issues and escalate complex cases as needed to the Assistant Manager. • Provide peer-to-peer coaching, share feedback, and help foster a positive team environment. • Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines • Support team members in meeting KPIs by monitoring workflows and providing day-to-day guidance • Responsible for communicating updated information and training from senior management and other departments to their direct reports • Assists in interviewing candidates, training employees and providing additional training and support to their team. • Build a positive work environment and culture consistent with FreedomCare core values: Here for You, Be Positive, Own It, Do the Right Thing.

• Lead, mentor, and develop a team of 10–15 field service engineers and specialists. • Foster a culture of accountability, continuous improvement, and knowledge sharing. • Act as the technical and operational authority for complex MV drive and synchronous condenser projects • Take direct leadership on critical site activities, including commissioning, troubleshooting, and escalation management • Champion and enforce best-in-class Health, Safety, and Environmental (HSE) standards • Drive planning, resource allocation, and execution excellence across multiple projects while collaborating cross-functionally with field service management, project management, sales, and technical support teams • Oversee and ensure the accurate and timely completion of administrative responsibilities, including timekeeping, expense management, and project documentation.

• Oversee the day-to-day activities of the EHB staff, ensuring high-quality customer service and adherence to service level agreements. • Provide guidance and resolution for escalated loan files and loan-level inquiries while managing workflow for Post-Closing Escrow Holdback processes. • Assign and balance workflow, conduct employee performance evaluations, monitor timecards, and support overall team productivity and compliance. • Collaborate with cross-functional departments to resolve problems and support initiatives. • Monitor and manage daily pipelines to optimize productivity, balance workloads, ensure service level agreements are met, and maintain compliance with CCM policies and loan approval requirements. • Serve as a liaison between CCM branches, loan officers, clients, and third-party vendors. • Ensure a thorough review of all required documents to support disbursements. • Manage the loan disbursement process and provide guidance to Escrow Holdback Specialists. • Monitor undeliverable loans and rate lock expiration dates to ensure extensions are requested and loans are re-locked. • Manage and monitor Agency Close Outs of Escrow Holdbacks. • Hold weekly meetings and perform monthly spot checks to ensure accuracy, completeness, and compliance. • Coordinate with CCM Accounting for reconciliation regarding disbursement of funds. • Manage employee timecard corrections, monitor and approve PTO requests. • Complete and facilitate employee performance evaluations. • Communicate any recommended updates or revisions to the Escrow Holdback Policies and Procedures to the Insuring and Escrow Holdback Manager. • Communicate operational trends and recurring issues. • Maintain a limited pipeline of loans to support workflow management and ensure balanced team coverage. • Provide training and onboarding support to new employees.

• 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