• Act as incident commander on major and critical incidents, owning coordination, decision-making cadence, and escalation from detection through resolution. • Drive down time to detect, time to engage, and time to recover; own MTTR as a headline metric and the operational discipline behind Yuno's 99.99% uptime target. • Run rotations, escalation policies, paging hygiene, and alert quality; reduce noise so on-call engineers trust their pages. • Own internal stakeholder alignment during an event and drive clear, accurate merchant-facing updates. • Run blameless postmortems, hold the room to a no-blame standard, and ensure action items are concrete, owned, and tracked to closure. • Translate recurring incident patterns into reliability work, partnering with engineering teams to turn postmortem findings into roadmap items. • Define and maintain incident severity levels, response runbooks, and the operating model for declaring and managing incidents. • Report on incident trends, reliability posture, and SLA and SLO performance to engineering leadership.

• Drive sales team performance to achieve or exceed national revenue and profitability targets • Lead all aspects of sales, managed markets pull through • Hire, coach, train, develop, and lead a national team of Key Account Managers (KAMs) • Ensure national team commercial field insights and the customer perspectives are being shared • Communicate and collaborate with other sales managers, brand marketing, field and head office reimbursement, medical affairs teams and/or senior management • Design and execute effective, motivational and productive sales meetings

• Lead end-to-end proposal management across RFPs, RFIs, and permits throughout the Amer-APAC region, including kickoff, timeline development, stakeholder coordination, drafting, and final submission. • Analyze procurement documents to identify key priorities, evaluation criteria, eligibility requirements, and competitive considerations, translating complex requirements into actionable proposal strategies. Partner closely with local operations, policy, finance, and other cross-functional teams across multiple countries and time zones to gather insights, align stakeholders, escalate issues, and develop high-impact offerings. • Build and improve internal proposal infrastructure, including best practices, templates, toolkits, and content libraries, to increase efficiency, consistency, and scalability across the team. Help drive continuous improvement across the proposals function, owning long-term infrastructure projects like best practices, templates, toolkits and content libraries and identifying new ways to make the team faster, sharper, and more scalable. • Support strategic market development efforts through occasional travel to key markets for pre-tender workshops, cross-functional meetings, and/or local planning sessions.

• Managing and delivering complex, multi-faceted projects with minimal oversight. • Drive project delivery with limited support while balancing multiple workstreams. • Build strong cross-functional relationships across the organization’s strategic insights and commercial teams. • Proactively integrate existing research, data assets, and industry expertise into client engagements. • Ensure all outputs meet the highest standards of accuracy, rigor, and clarity.