Role Description The Service Delivery Manager – Evive is responsible for delivering an exceptional client experience by supporting employers and their members on Evive’s personalization-focused SaaS platform. This role blends client relationship management, platform configuration, data analysis, and cross-functional collaboration to ensure each client’s Evive environment is accurate, optimized, and effective. Evive is a post-election engagement platform, and this role requires a strong understanding of client benefit structures, demographic and eligibility data, and health engagement strategies to deliver curated, member-level experiences that drive engagement and value. What You Will Be Responsible For (Essential Functions) - Platform Implementation & Ongoing Delivery: - Lead and guide clients through the implementation of new Evive solutions, including requirements discovery, data intake, and platform setup. - Configure Evive settings to align with client-specific benefit programs, demographics, eligibility rules, communication logic, and personalized journey triggers. - Maintain and update client configurations as plan designs, data inputs, eligibility rules, or engagement strategies change. - Ensure consistent delivery of Evive personalization features, including journey pathways, nudges, recommendations, and outreach communications. - Client Support & Issue Resolution: - Serve as the primary day-to-day point of contact for clients using the Evive platform. - Respond to client questions and incidents in a timely and accurate manner. - Research and resolve inquiries related to eligibility data, personalization logic, health journey outputs, and data file discrepancies. - Own issues and tickets from intake through resolution, coordinating with product, engineering, or data teams as needed. - Testing & Quality Assurance: - Test client-specific Evive configurations, including data mapping, demographic ingestion, benefit-based logic, personalization triggers, and communication workflows. - Validate new or updated functionality to ensure accuracy prior to client launch or new plan year cycles. - Cross-Functional Collaboration: - Partner with product management, engineering, data operations, and call center teams to support successful deployments and smooth onboarding. - Ensure accurate eligibility and event data processing. - Provide actionable client feedback to product teams to influence future platform enhancements. - Training & Client Enablement: - Prepare and deliver product demonstrations, platform walkthroughs, new feature training, and open enrollment updates. - Educate client administrators on best practices for using the Evive portal, dashboards, reporting, and engagement tools. - Data & File Management: - Manage workflows associated with carrier feeds, eligibility files, demographic updates, and other inbound data sources. - Partner with integrated support teams to validate data and track issue resolution. - Continuous Improvement: - Identify opportunities to improve service efficiency, reduce manual effort, and enhance the client and member experience. - Recommend process improvements based on recurring issues or observed platform behavior. - Maintain deep knowledge of Evive’s platform capabilities, rules engine, reporting, and engagement strategies. - Leadership & Team Contribution: - Mentor junior team members or analysts supporting Evive client operations. - Lead or contribute to client meetings, status calls, and strategic planning discussions. - Support pre-sales solutioning discussions or product demonstrations as needed. Qualifications - Bachelor’s degree or equivalent professional experience. - 5+ years of direct client-facing experience in benefits administration, digital health engagement, or HR technology. - 2+ years of experience managing projects or implementations in a SaaS environment. Requirements - Strong technical aptitude with comfort navigating personalization engines, eligibility files, and data-driven systems. - Advanced proficiency in Microsoft Excel, including VLOOKUPs, PivotTables, and data validation. - Excellent written and verbal communication skills, with the ability to translate technical concepts for both technical and non-technical audiences. - Strong analytical and problem-solving skills with a data-driven mindset. - Highly organized, detail-oriented, and reliable, with strong follow-through. - Ability to work effectively in a fast-paced, evolving, and sometimes ambiguous environment. - Collaborative team player with a passion for customer success and operational excellence. Nice to Have (Preferred Education and Experience) - Experience with personalization platforms, rules engines, or member engagement technologies. - Prior experience supporting health benefits, wellness, or digital health solutions. - Experience mentoring or guiding junior team members. Benefits - Comprehensive Health Benefits: Health, dental, and vision plans to support your wellness. - Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives. - Flexible Work Environment: Remote-first, office-friendly options. - Retirement Savings Plans: Employer-sponsored programs for financial security. - Professional Development: Career growth opportunities through training and resources. - Supportive Culture: Collaboration, open communication, and creative problem-solving. - Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources.

• Maximize revenue across the assigned territory by expanding Milestone’s presence through ecosystem partnerships. • Act as both a Milestone brand ambassador and a business strategist in the field. • Manage and grow Milestone’s two-tier distribution channel across the Brazil territory, ensuring alignment with regional revenue goals. • Develop, support, and expand relationships with Value-Added Resellers, System Integrators, distributors, consultants, A&E firms, eco-partners, manufacturer representatives, and enterprise security providers. • Build and execute joint business plans with strategic partners, including regular quarterly business reviews. • Support partner development within the Milestone Partner Program. • Collaborate closely with internal Account Managers and regional leadership to align strategy. • Lead sales efforts using a team-selling approach, coordinating with technology partners. • Cultivate relationships with strategic end users and consultants. • Represent Milestone at local and regional trade shows and industry events. • Grow year-over-year territory revenue in line with goals and broader strategy.

• Lead a team of Business Analysts and Software Developers in delivering project workstreams, web-based software integrations, and application support and enhancements • Lead the complex solution design efforts with both internal and external stakeholders • Provide functional and technical guidance on application architecture, system integrations to support secure, scalable connectivity across the enterprise application ecosystem • Manage, triage and assign application support tickets using standard ITSM tools • Improve and assist in driving the enhancement intake process • Manage and work effectively with third party vendors to prioritize their on-going streams of work items • Act as a key driver in the team’s adherence to scalable and sustainable delivery models and platforms • Assist when required in translating complex business requirements into detailed business and technical needs • Collaborate regularly with various departments and operational teams to help envision the solution value and long-term benefits • Maintain objectivity to provide advisory and technology-based solutions that are aligned and consistent with the business and IT roadmaps • Takes responsibility for issues or problems within the function and ensure they are addressed appropriately • Review and provide feedback on project or technical documentation and deliverables from the team or third-party providers • Document application functionality and training materials and conduct end user training sessions as required • Work with team members in professional development and growth

Manager - Retail Sportsbook Hybrid Hollywood, Florida, United States Sportsbook Job description What are we building? Hard Rock Digital is a team focused on becoming the best sportsbook, casino, and social gaming company in the world. We're building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we're always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us? What's the position? We are seeking a highly skilled and experienced manager to join our Retail sportsbook operations team. This position will be central to our daily operations and launches of future retail sportsbooks. This role demands strong knowledge of the sports betting industry, direct experience with retail sportsbook operations, and an understanding of the compliance landscape. You will be expected to elevate the Hard Rock Bet Sportsbook above and beyond the competition. Reporting to the Director – Retail Sportsbook, this role will work alongside senior leaders, fostering relationships with the property sportsbook teams and collaborating across Sportsbook and the wider Hard Rock Bet business. This role will be based in Hollywood, Florida, and will require travel. You will: - Be a key contributor and leader in the day-to-day operations of the Retail team and future launches of retail sportsbooks throughout the country; - Develop and implement Internal Controls and Standard Operating Procedures in accordance with regulation and compliance requirements; - Facilitate effective partnerships between retail and online sportsbook operations, including new member sign-ups. - Identify and implement continuous improvement opportunities across properties and within the Hard Rock Bet Retail Sportsbook team that improve the sportsbook experience for our customers; - Facilitate appropriate communication among all relevant stakeholders; - Exude composure in a crisis. There are going to be tough days. You need to be present, visible, decisive and collaborative. - Actively live the Hard Rock Bet values of being fiercely focused, deeply curious and customer obsessed. Job requirements What are we looking for? - Experience leading teams in a retail sportsbook setting; - Knowledge of gaming operations and regulatory and compliance standards across multiple jurisdictions. - A record of effectively managing teams and developing talent; - An understanding of working with diverse teams across functions, properties and jurisdictions; - Analytical skills to use data to support and direct decisions; - Excellent stakeholder management skills, with the ability to influence and communicate effectively; - Strategic thinking with operational execution capabilities, and the ability to own outcomes as well as activities; - The ability to work effectively in a fast-paced, evolving environment; - In-depth knowledge of sports and the evolving sports betting landscape; - Eligibility to obtain a Gaming License where required. What’s in it for you? We offer our employees more than just competitive compensation. Our team benefits include: - Competitive pay and benefits - Hybrid working - Startup culture backed by a secure, global brand - Opportunity to drive informed decision making for a best-in-class casino & sports brand Roster of Uniques We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).