• Quality strategy for our clinical platform • Define what quality means at Heartbeat, how we measure it, and how we improve it - across partner-specific configurations, clinical decision support, workflow orchestration, and integration points. You own the quality outcomes, not just the test artifacts. • Validation architecture • Design the systems that make validation fast, reliable, and low-friction - test data strategies, environment management, automation frameworks, CI/CD integration. Give engineers back time by making quality infrastructure a force multiplier, not a tax. • Release confidence • Strengthen release predictability by systematizing validation earlier in the development lifecycle. When something ships, the team should know - with evidence - that it works. • Embedded cross-functional partnership • This is not a handoff role. You'll sit inside the development process - participating in refinement, influencing how work is scoped and acceptance criteria are defined, shaping what "done" means. You're a core member of a small, high-impact team where everyone has direct access to product, engineering, and clinical leadership. • Exploratory testing where it matters • Perform targeted exploratory testing on high-risk areas - new features, edge cases, partner-specific configuration behavior, clinical workflow paths. You know when automation is the right tool and when human judgment is the only tool.

• Leads a group of operational functions and activities performed by Supervisors / Specialists / Analysts • Provides guidance, leadership, coaching and development • Acts as highest point of team escalation for resolution • Proactively identifies key business opportunities and develops strategies

• Help keep immersive guest experiences running reliably once they're live in the world. • Connect clients, vendors, project managers, engineers, and creative leads so tickets move, deployments land, and issues get resolved before they become guest-impacting. • Own the flow of support tickets across multiple live engagements, ensuring every issue has a clear owner, next step, and path to resolution. • Get hands-on with live systems: restart services, monitor and restart containers, apply patches, run documented deployments, follow runbooks, and troubleshoot issues before escalating to engineers. • Help launches and updates land cleanly by coordinating deployment windows with engineering, clients, and vendors, including the occasional off-hours windows required for park downtime. • Keep teams aligned through weekly ticket reviews and support check-ins, capturing action items, confirming owners and due dates, and following through until work is complete. • Make operational knowledge easy to act on by keeping runbooks, after-action reports, deployment plans, and client documentation current, accurate, and easy to find. • Protect project health by tracking support-contract hours and retainer usage, flagging scope creep early so leadership can make timely decisions on change orders.

• Maintain New Hire Tracker. • On-board new hires: obtain information and forms from new hires, communicate new hire information internally; update Corrigo; fleet & support; order p-card, uniforms, badge, tools, supplies, et.al. • Process exiting employees: Samba (MVR program), Abukai, Corrigo systems; fleet, p-card cancellation, PTO/TBT trackers, employee directory, etc. • On-going updates of systems and records (Corrigo, employee directory, fleet program, Abukai, SAMBA, etc.) • Order and manage replacement badges, uniforms, fleet insurance cards, fuel cards, registration renewals and transfers, etc. • Review and provide SAMBA (MVR) report periodically to operations managers. • Assist with work order updates/status in certain client specific Corrigo instances. • Update fleet program website with assigned driver information. • Order office supplies from appropriate/authorized supply vendor for technicians and others, as needed. • Toolbox Talks and Refrigerant Log Tracking. • Assist as needed, with p-card reconciliations and missing receipts. • Attend various group and department wide weekly meetings. • Ad hoc and on-going support to manager and operations technicians, engineers, managers, leadership and other MES support teams. • Assist and back-up support to others on the OC Team. • Special projects/other duties as assigned (for example, but not limited to, payroll, uniform management, SharePoint, Corrigo operational and financial support, Abukai, etc.)