• Provide our customers immediate support via live-chat/messaging, email, ticketing, social media, and phones. • Leverage your deep understanding of our Internal Support Portal to address our users’ concerns quickly and accurately. • Make recommendations for members with your deep knowledge about Forma’s product. • Represent the voice of the customer to help shape the future roadmap of the product. • Proactively orchestrate efficient and optimal communication across varying member touch points with our platform. • Champions patience and empathy when engaging with users, coming from a desire to support them with their positive intentions. • Collaborates within immediate teams, or other business verticals for cross-team projects and initiatives to drive and enhance the member experience. • Aligns with results-based performance; deeply understands prioritizing key performance indicators as an individual and as a team. • Is an authentic Forma Ambassador, fully-equipped to represent Forma across both internal team communications and external member engagement. • Ability to be flexible to schedule/shift changes including weekend coverage, and understanding of global customer support.

• Lead, mentor, and develop a high-performing Customer Support organization. • Establish a culture of ownership, accountability, and operational excellence. • Build and maintain onboarding, training, and certification programs to elevate technical proficiency and consistency. • Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone). • Standardize ticket intake, triage, prioritization, escalation, and resolution workflows. • Define and enforce SLAs, service level targets, and incident response procedures. • Monitor ticket volume, backlog health, aging, and response trends to ensure consistent service delivery. • Implement automation and AI-driven workflows to reduce repetitive and manual support work. • Develop and execute a knowledge base and self-service strategy that increases ticket deflection. • Partner closely with Product to surface trends, defects, and usability issues impacting support volume and customer experience.

• Position coordinates & conducts clinical support and training associated with new hospital marketing programs, particularly Resuscitation Pathways • Position will be a clinical/technical expert on all ZOLL hospital products and serve as a resource to the hospital team • Assist the Clinical Manager, Hospital with the development, refinement, and execution of all clinical initiatives associated with the hospital marketplace • Coordinate and conduct all aspects of the Pathways Benchmarking program for in-hospital resuscitation outcomes improvement • Act as clinical/technical product experts of all ZOLL Hospital products, serving as a reference, resource, and educator for sales personnel • Service as a clinical expert as it relates to in-hospital resuscitation, including, but not limited to, AHA guidelines, clinical practice and translational research • Assist in hospital sales support activities, such as in-service/education & follow-up

• Lead end-to-end operations for rebate fulfillment and customer service delivery programs across multiple utility clients. • Directly supervise a team of 4–6 Program Managers and indirectly manage a workforce of 50–60 employees in a fast-paced, time-sensitive environment. • Partner closely with the Delivery Director to ensure departmental goals, initiatives, and program designs are effectively implemented across Client Services teams. • Design, develop, maintain, and continuously improve departmental reports, dashboards, and operational tools. • Develop, implement, and maintain quality assurance protocols to ensure consistent service excellence. • Ensure production and call center performance meets internal and external KPI targets; make intraday, weekly, and monthly adjustments as needed. • Foster a strong, inclusive team culture focused on recognition, accountability, professional development, and engagement. • Oversee department safety compliance and timecard accuracy. • Ensure employee and supervisor coaching, performance, and interaction metrics meet established KPIs. • Leverage historical and real-time data to ensure appropriate staffing levels across call queues and production workflows. • Collaborate cross-functionally with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams. • Lead problem resolution efforts, working across teams to address operational and client-facing challenges. • Analyze staffing needs and attrition trends to ensure departmental KPIs are achieved within budget constraints. • Support business development initiatives, including proposal reviews, best-and-final responses, and client presentations.