• Act as the Service Operations point person for one or more service delivery pods. • Bring visibility to open actions, blockers, service risks, and operational dependencies across teams. • Reduce dependencies on Support Managers for non-technical work. • Ensure work moves forward consistently through structured follow-up, accountability, and clear ownership. • Drive QBR readiness and post-QBR follow-through across assigned scope. • Monitor client health indicators, including backlog trends, SLA risks, service escalations, CSAT/NPS inputs, and other operational signals. • Help prepare pod-level visibility into performance, risks, and opportunities. • Ensure action items, opportunities, and service concerns identified through QBRs or leadership reviews are tracked to completion. • Coordinate support-related projects, follow-through activities, and operational workstreams. • Help manage timelines, action items, dependencies, documentation, meeting follow-up, and owner accountability for support projects within assigned pods. • Serve as a client-facing operational partner during support-related initiatives.

• Identify, facilitate and lead enterprise wide process improvement activities utilizing LEAN/Six Sigma methodologies to design and improve processes that support business infrastructure and performance. • Identify, develop, and execute process improvement opportunities utilizing continuous improvement principles and LEAN/Six Sigma methodologies. • Prioritize and lead process improvement activities across the enterprise in support of all departments and functional areas. • Monitor process improvement projects and facilitate cross functional process improvement project teams ensuring deadlines and objective are met and return on investment is realized. • Consult with senior leadership and provide analysis and advice on a variety of performance and process related topics. • Provide training and guidance to project teams and functional areas to assist with the implementation and maintenance of process improvement activities. • Negotiate with project stakeholders to identify resources, mitigate risks, resolve issues and provide key performance indicators and project status. • Identify, communicate, and correct gaps in process performance and provide guidance to address these gaps. • Evaluate completed process improvement projects to identify and implement best practices and lessons learned.

• Architect, scale, and optimize the operational engine that powers our partner ecosystem • Transform partner operations from a support function into a measurable growth lever • Own the tools, technology, processes, and AI-driven workflows that enable our partner organization to scale efficiently • Design and execute the operational roadmap to scale the partner ecosystem across resellers and technology alliances • Manage marketplace listing operations and transaction workflows for Microsoft Partner Center • Architect scalable processes for joint account planning, deal registration, and co-sell motions • Embed AI and intelligent automation across the partner lifecycle • Develop programs and tooling that enable partners to drive joint pipeline at scale • Serve as the operational bridge between Alliances, Sales Ops, Revenue Operations, Marketing, Finance, Legal, and IT

• 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.