Role Description The Executive Director of Customer Care is a senior leader responsible for the strategy, execution, and continuous evolution of ESO's customer care organization. This role owns customer care (technical support) outcomes at scale, including: - Customer satisfaction - Retention risk mitigation - Operational excellence - Cross-functional execution Reporting to the VP of Customer Care, the Executive Director leads leaders and managers, translates strategic direction into executable operating models, and ensures the organization is positioned to support mission-critical healthcare customers in a 24/7/365 environment. This role bridges hands-on operational leadership with senior-level decision making, ensuring consistent delivery, strong performance, and scalable support operations. Qualifications - 10-12+ years of progressive experience in Customer Support, Customer Success, Customer Experience or Technical Operations. - Proven experience leading managers and senior leaders in a technical or SaaS environment. - Experience with executive communication & reporting and presentation skills. - Strong understanding of enterprise or mission-critical application support. - Experience operating in a 24/7/365 support model. - Bachelor's degree or equivalent experience. Requirements - Assist in defining and executing the Customer Care strategy for ESO across all verticals, aligned with company growth, product roadmap, and customer service objectives. - Translate business objectives into scalable customer care operating models that support reliability, responsiveness, and quality at scale. - Define customer care metrics, service standards, and performance benchmarks tied to service quality, customer satisfaction, and operational outcomes. - Lead, develop, and scale a multi-layered customer care organization, including managers and senior leaders. - Build leadership capability, accountability, and succession across the function. - Foster a proactive, customer-centric focus on prevention, not just resolution. - Own day-to-day and long-term performance of 24/7/365 support operations. - Oversee escalation management, workforce planning, and service level performance. - Partner closely with Site Reliability Engineering and Product teams to reduce systemic issues and improve product stability. - Act as the senior escalation point for complex or high-impact customer issues. - Collaborate with Product, Engineering, Sales, and Customer Success leadership to align customer feedback with roadmap and priorities. - Influence decision-making through data-driven insights and customer impact analysis. - Provide executive-level reporting on customer health, support trends, risks, and operational performance. - Clearly articulate tradeoffs, risks, and investment needs to senior leadership. - Represent the voice of the customer in leadership forums. Benefits - Competitive health plans (medical, dental, & vision insurance) - PTO (starting at 20 days) & 12 company holidays - 401(k) with company match - Telemedicine service provided by ESO - Savings accounts (FSA, HSA, DCA) - Employee Assistance Program (EAP) - Peace of mind benefits such as life insurance, disability insurance, and worksite benefits - Paid parental leave, new child program, & flexible parental return-to-work options

• Partner with cross-functional program team members and key R&D stakeholders to support the development of innovative study designs, clinical trial protocols and amendments, investigator brochures, and other documents required to conduct clinical trials. • Provide clinical support for clinical study conduct, including operational feasibility, data management, communication plans, safety and medical monitoring, preparation of meeting materials, and study updates. • Provide scientific support and cleaning/querying of key safety and efficacy data for ongoing clinical trials throughout conduct. • Prepare and communicate clear overviews of trial results. • Identify issues related to study conduct and/or subject safety. Provide preliminary assessments and recommendations and collaborate with the clinical team to develop solutions to ensure resolution. • Interact with internal and external stakeholders (study sites, vendors, KOLs, etc.) in support of program-level strategy as well as clinical trial objectives. • Act as a recognized clinical expert for assigned programs. • Contribute to the preparation of medical and scientific data for publications, presentations, and study milestones (including meetings for the Executive Team, Board of Directors, Advisory Boards, and the Data and Safety Monitoring Committees [DSMC]) • Together with the Therapeutic Area Head for Lung, serve as a point of contact for the clinical operations personnel, clinical trial sites, and CROs for clinical science questions. • Maintains knowledge of ICH-GCP and FDA IND, and external regulations and procedures. • Contribute to authoring clinical documents such as protocol synopsis, clinical study reports, IBs, ICFs, training documents, and others. • Author pertinent clinical sections of regulatory filings, including preparation of routine correspondence and sections of INDs, BLAs, NDAs, Annual Reports, Amendments, Supplements, Orphan Drug Applications, and other regulatory submissions. • Ability to travel, approximately 5%.

• Responsible for leading and supporting Defense Health Agency (DHA) objectives, plans capital and operating budget by applying rigorous methodology that ensures systems are developed and/or implemented based on specific criteria (reliability, user satisfaction, flexibility, reusability, scalability, performance and use of industry standards). • Aligns with DHA’s priorities and GDIT’s processes. • Develops a close relationship with customers, partners, IT management, and staff to provide cost effective systems that meet customer needs. Provides consultation as appropriate from an information systems perspective. • Develops, maintains, and supports policies and procedures regarding application development and data management. • Sets management priorities, oversees all formalized project and strategic plans. • Establishes methodologies for the implementation, integration, and/or development of state-of-the art software systems to ensure systems meet quality, industry, and customer satisfaction standards. • Establishes standards and guidelines to ensure effective communication and coordination among all stakeholders. • Provides strategic direction for EHR, and recommends future projects based on recent trends in the healthcare, technology industries, and customer needs. Investigates the use of new technology to improve business processes. • Provides oversight for all direct and indirect staff. • Maintains HIPAA, privacy and security standards for protected health information. • Familiarity with Health Information Exchange (HIE) solutions, as well as the Healthcare Information Technology Standards Panel (HITSP) open standards. • Understanding of the 21st Century Cures Act. • Exposure to Population Health solutions managing a diverse patient population focused on analytics and data sharing.

• Highly knowledgeable and effective attorney and/or business professional leveraging commercial real estate expertise for new loan origination and asset management • Provide strategic insight and counsel for deal closings in the commercial real estate space with a strong focus on warehouse/repo/loan-on-loan lending. • Possesses strong negotiation skills with an ability to assess risk and evaluate liability exposure. • Draft, review and negotiate various documents such as term sheets, facility agreements and other origination and syndication documentation. • Assist the deal team in the structuring and/or evaluation of loan and facility modifications. • Act as a liaison between in-house legal, outside counsel, business deal team and client. • Provide support to the deal team in managing the approval and closing process including procuring or assisting with Citi KYC, internal legal, and credit committee/risk approval. • Develop financing structures and securitization strategies for clients complex financing deals in industries like asset-backed securities, mortgage-backed securities, or corporate debt. • Assume significant levels of responsibility for the various phases of project and transaction execution, new business development and overall growth of the Spread Products franchise. • Conduct thorough credit risk analysis and ensuring compliance with rating agency criteria in securitization transactions. • Provide Citi clients with expert guidance on securitization transactions and opportunities, tailoring solutions to their specific asset portfolios and financing needs. • Work closely with Citi’s clients on transactions and guide them through the capital raising process. • Staying updated on market trends and regulatory changes in securitization and structured finance. • Provide mentorship to a team of analysts and associates in Spread Products transaction execution. • Responsible for drafting situation analyses, pitch materials, information memoranda, investor and management presentations and oversee work being performed by analysts & associates assigned to projects. • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and their assets, by driving compliance with applicable laws, rules and regulations, adhering to Citi policies, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.