• Serve as an advanced practice clinical resource across CIBMTR & Clinical Services and partner teams, providing consultation, guidance, and clinical decision support on donor and transplant-related topics. • Translate CIBMTR/NMDP evidence and research findings into operational guidance (e.g., clinical job aids, protocols, scripts, and training) for internal teams and external partners (transplant centers, collection centers, apheresis centers). • Provide clinical leadership for PBSC protocol/IND-related activities and other donor mobilization initiatives (e.g., plerixafor, biosimilars, alternative mobilizing agents), including clinical review, issue escalation, and coordination with operational and medical stakeholders. • Lead and/or support development, implementation, and continuous improvement of clinical processes and governance, including collaboration with WMDA and other professional organizations where appropriate. • Lead and participate in post-transplant genetic findings intake, review, donor notification decision support, and associated data tracking; translate clinically significant findings into donor and/or recipient management recommendations in partnership with medical leadership and genetic counseling resources. • Develop and deliver education and training for donor-facing and partner-facing teams (including clinical operations partners) on key clinical topics (e.g., donor suitability trends, mobilization, adverse events, and emerging donor care considerations). • Partner with NMDP Clinical Operations and frontline teams to align clinical guidance with day-to-day workflows, ensuring consistent implementation across donor and patient-facing programs. • Collaborate with NMDP Clinical Operations to identify emerging clinical issues and operational pain points; support triage, escalation, and rapid resolution using evidence-based recommendations. • Co-develop, update, and operationalize clinical tools with NMDP Clinical Operations (e.g., SOPs, scripts, job aids, and escalation pathways) to support reliable, compliant practice and clear staff messaging. • Maintain ongoing feedback loops with NMDP Clinical Operations to evaluate adoption and impact of clinical guidance (e.g., quality metrics, case reviews, and partner feedback) and drive continuous improvement and communication of updates. • Contribute to development and maintenance of clinical SOPs, protocols, tools, and job aids; ensure alignment with applicable regulatory, privacy, and quality requirements. • Represent Clinical Services in cross-functional projects and strategic initiatives, serving as a subject matter expert for donor and transplant-related clinical considerations. • Respond to clinical and research requests for information; monitor emerging literature and guidance to inform internal recommendations and educational content. • Other duties as assigned.

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