• Build and manage the overseas BPO program, including interviewing, hiring, onboarding, system setup (CXOne and Mango Voice), and maintaining training materials and SOPs. • Manage and refine the processes ensuring efficiency, accuracy, consistency, and adherence to requirements. • Lead daily syncs to evaluate service levels, blockers, escalations, volume trends, and staffing alignment. • Monitor upstream ticket quality, queue aging, and service level risk related to eligibility workflows. • Diagnose throughput constraints such as call tree complexity, hold times, staffing mix, and process gaps. • Conduct QA checks for agents and refine / scale QA process.

• Manage relationships with trial sites and patients • Track referral statuses across the portal and CRM • Support patients during enrollment • Onboard new sites to the HealthMatch platform

• Oversee active RM and CI deployments across regions • Ensure daily progress aligns with forecasted completion timelines • Intervene immediately when velocity drops below acceptable thresholds • Monitor activation rates per city and log • Coordinate reactivation and surge capacity where needed • Optimize payout structures within defined economic guardrails • Monitor first-pass approval rates • Coordinate with QA leads to resolve rejection spikes • Ensure redeployment logic is executed efficiently • Implement Plan B/C routing when supply gaps emerge • Reallocate contributors across regions where feasible • Maintain redundancy in execution pathways • Maintain daily execution dashboards • Surface early warning indicators • Provide structured updates to Director of Operations

• Manage escalated orders, high-risk verifications, and complex exception cases • Serve as a point of contact for sensitive client and internal communications • Balance SLA performance expectations with heightened focus on quality and compliance standards • Apply advanced knowledge of verification processes, FCRA requirements, and quality controls • Conduct targeted quality reviews and support remediation planning • Identify recurring issues, perform root cause analysis, and escalate findings to Compliance and Operations leadership • Reinforce accountability and consistency across distributed and international operational teams • Provide guidance and informal coaching to frontline Operations Specialists • Collaborate with Compliance, Product, Implementations, and Customer Support to resolve operational gaps • Maintain and enhance standard operating procedures to improve clarity and operational consistency • Analyze operational data to recommend workflow enhancements and error reduction strategies • Additional duties as assigned