• Partner with Product and Technology teams to support the redesign and optimisation of end to end customer journey in line with modernisation goals. • Contribute to the rewrite and enhancement of the modernised customer journey, ensuring alignment with future state product capabilities and customer needs. • Work with the COO services and support functions to ensure customers are operationally and experientially ready for migration and upgrade activities. • Develop the new modernised frameworks, playbooks, and guidance to support a consistent customer onboarding and transition experience. • Support the execution of the COO led transformation program by coordinating cross functional activities across Product, Technology, Sales and Operations. • Track milestones, manage dependencies, and ensure timely delivery of key initiatives. • Prepare and deliver regular updates, insights, and recommendations to the COO leadership team. • Maintain governance structures, dashboards, KPIs, and reporting frameworks to enable transparency and decision-making. • Assess the current landscape of customer facing documentation, support materials, and service content to identify gaps, duplication, and inconsistencies. • Support the design of future state documentation strategies, workflows, governance models, and standards. • Drive execution and usage of documentation improvements, including restructuring, content updates, and migration of materials. • Ensure all materials are clear, accessible, and aligned to the evolving customer journey in partnership with the marketing team. • Build and maintain playbooks, repositories, templates, and taxonomies to ensure consistency and scalability across the Services and Support teams. • Establish and document repeatable processes to improve efficiency and reduce operational friction. • Enable Services, Success, and Support teams with high quality consistent narratives, product summaries, and customer facing content. • Ensure transformation artefacts are well organised, current, and easily accessible.

• Own the design, execution, and continuous improvement of strategic customer programs at Elovate. • Lead the planning and execution of customer programs, ensuring milestones, deliverables, and outcomes are consistently met. • Translate customer objectives into structured program roadmaps with clear success criteria, timelines, and ownership. • Manage program governance including progress tracking, status reporting, risk management, and escalation handling. • Serve as the primary point of contact for assigned customers, building strong, trust-based relationships. • Facilitate collaboration across Product, Operations, Field Service, and leadership to drive successful program delivery. • Define program success metrics and KPIs; track and report on outcomes against targets. • Analyze program data to surface trends, risks, and opportunities for operational improvement.

• Own the Claude Corps program plan • Track program timelines, launch milestones, communications, and dependency maps across teams • Manage the day-to-day relationships with our external partners (Anthropic, host organizations, and our fund manager) • Run the cadence of planning meetings, status updates, and stakeholder check-ins that keep every workstream moving together • Clear blockers, and escalate the decisions that need an owner above the workstream level • Produce executive-level reporting up to the Office of the CEO, plus clear, regular status updates for teams, stakeholders, and partners • Codify and systemize mature workstreams so they're documented and hand-off-ready as the program grows • Design lightweight process and tooling that add rigor without bureaucracy • Build the operational backbone that lets Claude Corps scale from its first cohort to thousands of fellows

• Demonstrating a high degree of flexibility and leadership, and acting as temporary SPRM where needed to best support local PRM teams • Being a ‘black-belt’ level expert on the ins and outs of Medicare, insurance, and benefits; and supporting our staff so that they can support patient • Effectively communicating with RVPs, Sr. Associates and field teams (PMs, OMs, WCs) as needed • Onboarding, training, and providing continuous feedback to SPRMs/PRMs as needed, to ensure team members feel adequately supported to navigate complex patient interactions • Ensuring that all PRMs in the region understand and execute core PRM duties when serving as acting Sr PRM, including (but not limited to): Meeting growth and retention targets • Facilitating the “Welcome Visit” and orientation process for new Oak Street Health patients • Assisting patients with Medicare / Medicaid / Managed Care questions and topic • Serving as the clinic expert on insurance topics • Assisting patients in navigating the healthcare system and helping patients resolve medical bills inside and outside of Oak Street Health • Delivering an outstanding patient experience at every turn • Assisting patients with finding appropriate resources for applying to public benefits, such as Public Aid, or Extra Help for prescription drugs • Supporting the RVP in growing and improving the operations of the region, including communicating pacing on important metrics • Other duties as assigned