• Own day-to-day operational execution across ASO, Fully Insured, ACA, and Stop-Loss lines of business. • Ensure operational teams deliver accurate, timely, compliant, and high-quality services. • Establish accountability across teams for service levels, productivity, quality, turnaround times, and client commitments. • Manage operational priorities, workload capacity, resource allocation, and business performance. • Ensure operational consistency across lines of business while managing the unique requirements of self-funded ASO administration, Fully Insured plan operations, ACA workflows, and stop-loss administration. • Identify operational risks and opportunities while implementing solutions to improve performance, reliability, and client experience. • Oversee execution of claims administration, eligibility coordination, billing support, stop-loss administration, carrier collaboration, recoveries, and operational controls. • Ensure claims and operational processes meet quality, compliance, financial, and service expectations. • Monitor claims and stop-loss performance, identify challenges, and implement corrective actions. • Partner with internal teams and external stakeholders to resolve operational issues and improve outcomes. • Recruit, develop, coach, and retain high-performing operational teams and leaders. • Establish clear performance expectations, leadership capabilities, and professional development opportunities. • Build a culture of accountability, collaboration, continuous improvement, and customer-focused execution. • Develop organizational capacity to support business growth and evolving operational needs. • Lead managers and teams through operational changes while ensuring engagement and adoption. • Establish and manage operational KPIs, SLAs, quality standards, productivity measures, and service performance goals. • Monitor operational results and implement improvement plans when performance expectations are not met. • Maintain visibility into operational trends, risks, opportunities, and business outcomes. • Provide leadership with insights and recommendations to improve operational effectiveness. • Help identify opportunities to improve operational efficiency, reduce complexity, and enhance service delivery. • Ensure operational teams successfully adopt and sustain new processes, technologies, and operating practices. • Support continuous improvement efforts by identifying root causes, improving workflows, and strengthening operational discipline. • Ensure compliance with applicable federal and state regulations, contractual obligations, internal policies, and healthcare industry requirements. • Support audit readiness, quality assurance programs, and operational governance activities. • Maintain appropriate operational controls and risk management practices. • Ensure teams operate within established compliance and quality standards. • Partner with Technology, Finance, Compliance, Client Success, Implementation, Transformation, and Executive Leadership to resolve operational issues and support business objectives, and work on initiatives involving process improvement, automation, technology enablement, and organizational change. • Communicate operational performance, priorities, risks, and recommendations to executive leadership. • Translate business strategy into effective operational execution.

Role Description The Field Operations Specialist is a part of Turf Tank's Operations department and will report to the Regional Field Operations Manager. The FOS's main function will be to teach and support new/existing customers in the region on how to properly operate and maintain our robots. This role emphasizes precision, consistency, and adherence to Turf Tank standards, with direction and oversight provided by the Field Operations Manager. This role ensures successful robot deployments, consistent customer experiences, and reliable day-to-day field execution. What You'll Do - New Customer Onboarding - Lead on-site robot setup and user training following Turf Tank’s standardized processes. - Ensure each onboarding meets quality benchmarks for configuration, training, and customer readiness. - Provide clear training and supporting resources to build user confidence. - Territory Maintenance - Complete on-site service requests and follow-up visits as assigned by the Field Operations Manager. - Provide timely technical troubleshooting in the field, escalating complex issues through the Field Operations Manager or Support team. - Document work completed and communicate feedback to the Field Operations Manager for continuous improvement. - Customer Support - Assist during peak seasons by supporting the Robot Support team with overflow requests. - Follow established checklists, processes, and standards to ensure consistency across all deployments. - Provide input to the Field Operations Manager on opportunities to refine onboarding quality or improve training materials. Qualifications - Experience in technical field service, installation, or training roles. - Strong communication and instructional skills. - Technical aptitude with robotics, software, and problem-solving. - A customer-focused but process-driven approach, prioritizing quality and consistency in onboarding. Requirements - Overnight travel is required up to 80% of the time. - Day travel is required up to 90% of the time. - Work remotely. - Possess and maintain a valid driver’s license with a clean driving record. - Must pass an MVR and drug screen before the start date. - Maintain eligibility for Turf Tank's fleet insurance. Physical Requirements - Work outdoors (up to 8+ hours). - Lift 50 lbs. - Perform work while standing, stooping, or squatting. - Work above the shoulder and below knee heights. - Sit or stand for extended periods (up to 8+ hours).

• Build, document, and maintain end-to-end SOPs for payer contracting, enrollment, and credentialing workflows • Design quality controls and error-catching checkpoints to reduce rework • Identify bottlenecks in the expansion pipeline and drive cycle-time improvements • Keep enrollment and contracting trackers up to date and escalate blockers with proposed solutions • Conduct persistent follow-up with payers to confirm application receipt and resolve deficiencies • Prepare, submit, and track payer contract applications for health plan partnerships and service lines • Serve as a quality and productivity coach for offshore enrollment team members • Assist Sr. Manager with onboarding offshore contributors on payer processes and tools • Collaborate with RCM and payer strategy/business development teams

• Build, QA, and deploy campaign assets (emails, landing pages, forms, and event promotions) using Marketo program templates and tokens. • Configure and execute campaigns according to documented processes and best practices. • Manage campaign execution workflows in Asana—managing tasks, timelines, dependencies, and status updates. • Proactively communicate risks, resolve blockers, and ensure campaign milestones stay on track. • Maintain strict QA standards across all campaign assets prior to launch to ensure flawless execution and proper audience targeting. • Review campaign results and identify opportunities to improve campaign execution. • Utilize AI tools to streamline execution tasks, support QA, and improve delivery speed.