• Define and evolve the Customer Organization operating model to improve efficiency and scalability. • Create and maintain process documentation, governance, and accountability frameworks. • Own strategy and administration of customer-facing systems (Rocketlane, Gainsight, Zendesk). • Improve cross-system workflows, integrations, and automation to reduce manual work. • Develop KPI frameworks, dashboards, and recurring performance reviews for leadership. • Deliver monthly operational insights tied to key metrics (e.g., margin, GRR, utilization). • Drive programs that improve onboarding predictability, reduce Time to Value, and increase PS margin. • Ensure adoption of standardized delivery workflows and best practices. • Oversee financial operations including forecasting, backlog reporting, billing, and revenue recognition. • Manage quarterly bonus calculations, billing disputes, and select departmental expenses. • Partner with Customer Org, Product, Sales, and Finance to align end-to-end customer lifecycle processes. • Establish and maintain operating rhythms that support global collaboration. • Hire, lead, and develop operations talent across analytics, systems, and process ownership.

• Focus on implementation of the company Culture of Quality Program • Enhancement of the Quality communication strategies (webpage, newsletters, informational sessions, etc) • Creation of a storyboard for the Quality department • Contribute to meaningful projects that shape and enhance the culture of quality • Engage in cross-functional collaboration, building professional relationships across different areas of the company

• Contribute to cross-CXS programs and standardization efforts • Lead AI roadmap and transformation execution in his vertical • Drive operational cadence of weekly, monthly and quarterly business reviews • Lead execution of strategic initiatives and operational priorities • Partner with Sales to coordinate resolution of customer requests, support contract updates, and contribute to RFP responses by aligning operational and service inputs. • Partner with centralized Business Analysts to deliver insights and reporting • Partner with FP&A to own resourcing, headcount, financial planning, and partner management • Drive capacity planning, process improvement, and stakeholder alignment • Enable VP effectiveness through strategic advising and operational support • Facilitate collaboration sessions and build proactive relationships across teams. Adapt messaging based on audience and priorities; integrate storytelling dynamically • Connect use cases to transformation outcomes and organizational goals • Proactively detect and remediate systemic issues • Design automation and scalable workflows • Create tailored reports with insights and strategic narratives • Lead initiatives with measurable outcomes

• Support moderate size projects applying business knowledge, system expertise, strong decision-making skills and project management skills. • Serve as a subject matter expert with multi-functional team members for MedTech Orthopaedics OTC processes, answering inquiries, resolving issues, and providing status updates to the impacted business partners and IT teams. • Maintains a balance between business needs and strategies within IT standards to guide well-informed decisions. • Accountable for change management, communications, and partner alignment in support of process improvements, break/fix solutions and approved system improvements • Collaborate with commercial, supply chain, compliance, and IT organizations to develop end to end strategic solutions and root cause analysis. • Attend project status review and system change reviews for requirements gathering and scope definition. • Develop test plan changes, data mine for accurate valid test data in support of Business Simulation Testing (BST) and User Acceptance Testing (UAT)