• 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

• Day to day supervision and oversight of imaging/postproduction team, planning logistics and assigning work to ensure work flows continuously. • Oversee and communicate resourcing needs, booking freelance imaging staff when needed. • Maintain uniform processes (SOP’s) for imaging/postproduction team to follow for print and digital mediums, keeping them up to date as things evolve and change. • Responsible for leading Imaging Services across lifestyle, on figure web and product shoots, including creative, studio team and education team workflows. • Work cross-functionally with production team and Design Directors to vet print layouts. • Responsible for ensuring design teams have all images they need for print proof rounds by delegating tasks for Imaging team through review of layouts/comments in advance of due dates. • Collaborate with internal Digitech to develop image review process, providing necessary feedback to ensure high-quality image receipt for imaging team. • Collaborate with Digital Product team to ensure hand-off of image assets is efficient and comprehensive. • Manage the flow of image assets through all post-production stages of the studio workflow including pre-clipping work, color correction, image manipulation and final hand off/delivery. • Ensure Imaging team follows appropriate processes, procedures, forms and job tracking to keep image deliverables on time. • Own workflow for finished projects, delivering final files in varying formats to internal/external partners as necessary. • Process and accurately expense Imaging-related invoices and bills. • Assist Manager, Studio Ops with data augmentation in order to ensure imaging team workloads and workflows operate correctly in Creative Force. • Anticipate and effectively mitigate problems, and consistently communicate to stakeholders/managers about updates on progress, relevant delays or issues. • Coach, mentor, and provide feedback to team to help further ongoing education via webinars, tutorials, conferences, etc. • Perform other duties as assigned. • Comply with all policies and standards.