• Support the COO in executing strategic initiatives, overseeing day-to-day operations, and coordinating cross-functional projects to keep priorities, deadlines, and deliverables on track. • Build, implement, document, and continuously improve operational workflows, SOPs, systems, and internal processes, ensuring adherence to firm policies and standards. • Monitor operational performance, identify bottlenecks, and drive continuous improvement through AI, automation, and technology-driven solutions. • Develop scalable systems and optimize workflows within monday.com and other business platforms to improve efficiency, consistency, accountability, and employee experience. • Support referral partnerships, networking initiatives, marketing efforts, client engagement, firm events, and other business development activities, while identifying opportunities to strengthen strategic partnerships and improve client experience. • Maintain and optimize the firm's CRM system to support lead management, client communications, reporting, and long-term business growth. • Supervise the firm's administrative and support staff, providing coaching, operational guidance, and performance support. • Support recruitment through candidate pipeline management, interviewing, onboarding, and new hire integration, partnering with HR and the COO to ensure consistent execution of people-related policies and processes. • Drive employee accountability, support performance management, and contribute to ongoing professional development initiatives. • Support financial and operational reporting, budgeting initiatives, performance tracking, and operational documentation on behalf of the COO. • Manage vendor relationships, software subscriptions, office resources, operational contracts, and expenses, identifying opportunities for cost savings and process improvements.

• Oversee day-to-day operations to ensure efficiency, consistency, and alignment with business goals across teams and functions. • Set clear goals, monitor KPIs, and hold teams accountable for meeting service levels, productivity benchmarks, and quality standards. • Partner with leaders across Quality, Training, Workforce, Product, Customer Experience, Visit Success, Trust & Safety, and Data to identify gaps, solve operational challenges, and implement cross-team solutions. • Analyze current processes and design improvements that drive scalability, cost-effectiveness, and stronger outcomes for both internal teams and customers. • Lead through change by communicating clearly, aligning stakeholders, and ensuring smooth adoption of new tools, processes, or structures. • Leverage operational data and trends to make informed decisions, identify areas of risk or opportunity, and support strategic planning. • Provide direct leadership to supervisors and specialists, offering mentorship, feedback, and growth opportunities that build high-performing teams. • Work closely with Trust & Safety and other risk partners to ensure procedures are compliant and uphold member and Pal protections. • Act as a senior point of escalation for operational issues, member or Pal concerns, or cross-departmental blockers that require immediate action. • Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols.

• Own the design and delivery of high-priority operational initiatives end to end, from early strategy through implementation and measurable results. • Lead strategy discussions with executive sponsors, ensuring operational scalability is built into decisions from day one. • Translate abstract, conceptual ideas into structured operational solutions, workflows, and blueprints. • Evaluate and refine future business models to continuously improve operational processes. • Conduct proactive risk assessments on new initiatives, identifying structural bottlenecks and design challenges before implementation. • Coordinate working groups across Clinical, Operations, Product, Technology, and Commercial teams, keeping stakeholders accountable to shared timelines and initiative goals. • Engage executive sponsors and initiative leaders to pressure-test feasibility, surface constraints early, and prepare clear decision briefs that keep leadership informed. • Build analyses, financial models, and operational business cases that equip leadership with the data needed to evaluate tradeoffs and make informed decisions. • Partner with the Data and Analytics team to define, build, and refine the operational metrics and dashboards that connect cross-functional execution to the corporate scorecard. • Diagnose operational inefficiencies by synthesizing data across the business, surfacing root causes, and recommending targeted process improvements. • Develop solutions across time horizons, identifying quick wins, medium-term process improvements, and longer-term structural changes that compound over time. • Evaluate and refine operational processes continuously, identifying automation opportunities and structural improvements that improve consistency and efficiency.

• Manage complex, overlapping ETF launch timelines • Develop, maintain, and refine detailed project plans • Coordinate seamlessly with internal teams and external partners • Serve as a key client-facing point of contact • Facilitate client kickoff calls and ongoing working sessions • Build and maintain strong relationships with strategic partners