• Partner with internal teams to turn complex data and strategic insights into engaging, meaningful copy across multiple brands and audiences, including HCPs, patients/caregivers, and internal client audiences • Develop and oversee original content across digital and print media (e.g., product brochures, emails, social media, banner advertisements, videos, websites, core visual aids) • Guide messaging architecture and steward brand voice across accounts, ensuring all work meets or exceed agency creative standards • Collaborate closely with Creative, Strategy, and Art leads to shape campaign vision and refine creative execution across platforms • Engage confidently with clients as a trusted expert by leading copy discussions, providing creative solutions, and driving work forward • Demonstrate a firm understanding of the therapeutic areas, target audiences, brand literature, and strategy for assigned products, with the flexibility/adaptability necessary to assist on various therapeutic teams if needed • Oversee multiple brands and manage copy teams and freelancers, balancing workflow, priorities, and resource needs across accounts • Facilitate effective internal meetings and creative reviews to drive alignment, efficiency, and high-level strategic solutions • Lead creative workshops and working sessions with clients • Deliver compelling and impactful presentations in client meetings and new business pitches • Contribute strategically relevant ideas that elevate creative output, strengthen client relationships, and support agency growth

• Responsible for the day-to-day management of an operational administration team, including managing key performance indicators (KPI) and providing assistance and coaching • The primary point of contact for the team members and actively coaches and develops the team to meet and exceed all performance targets • Expertly use the appropriate BCD Travel tools and systems to complete requests • Perform quality management such as error management • Appropriately responds to and resolves customers' inquiries • Monitor global distribution systems (GDS) queues daily to maintain quality control (according to client policy) • Respond to the customer in compliance with SLA • Seek opportunities to review operational administrative processes and the commercial relationship with the customer and provide suggestions for improvement

• Lead, coach, and develop a remote team of New Patient Liaisons through regular feedback, performance management, and professional development • Drive new patient growth by optimizing inquiry conversion, scheduling opportunities, and patient retention across all fertility programs • Monitor team performance against key metrics, including speed to lead, conversion rates, show rates, service levels, and schedule-to-seen outcomes • Manage daily staffing, scheduling, and queue coverage to ensure timely response to patient inquiries and exceptional customer service • Train, mentor, and cross-train team members on fertility services, patient management systems, scheduling processes, and best practices • Partner with physicians and clinic teams to ensure patients are appropriately screened, prepared, and scheduled while proactively resolving issues and escalating complex cases • Conduct call reviews, calibration sessions, and coaching initiatives to strengthen communication skills, patient experience, and conversion performance • Monitor data accuracy and workflow quality across Salesforce, NextGen, and other patient management systems to support operational excellence • Lead team meetings, communicate organizational updates, and foster a collaborative, patient-centered culture focused on continuous improvement • Oversee payroll, time-off management, and other administrative responsibilities while ensuring seamless team operations and coverage

• Oversee daily operations of the service center team • Schedule shifts and manage attendance • Provide training and development for team members • Track and analyze key performance indicators (KPIs) • Conduct regular performance reviews of team members and provide feedback • Ensure high levels of customer satisfaction • Handle escalated customer issues and complaints • Prepare and present reports on team performance and customer feedback • Facilitate effective communication within the team and with other departments • Monitor and evaluate calls for quality assurance purposes