• Work daily in a proprietary database to complete an array of data entry tasks for a variety of client submissions, ensuring that database records are accurate, consistent, and current. • Support CCOF clients by providing high-quality customer service in both Spanish and English via phone and email correspondence regarding general questions and client online portal assistance. • Independently manage workload to ensure timely completion of tasks to meet deadlines and support team goals. Complete quality and quantity of work on par with other Certification Operations Assistants of similar tenure. • Conduct peer-to-peer training and follow-up for new team members to ensure that they are proficient in their responsibilities and work efficiently and effectively to contribute to the team's success. • Work daily in a shared email inbox to upload client submissions into the database, process them, and assign workload to Certification staff, including rush and expedited requests (high priority submissions with short turnaround timelines). Complete data entry for various client updates such as transitional/organic parcel status changes, parcel and product additions, renewals, surrenders, and other updates. • Process new client applications including completing data entry, processing payments, and following up with applicants. • Respond to general inquiries from CCOF clients in both Spanish and English and provide excellent customer service for incoming phone calls and email inquiries. Accept and transfer calls to appropriate staff in a timely and courteous manner. • Assist the Front Desk, Accounting, New Applicant Support, and Certification staff by answering questions regarding client submissions and communications. • Process inspection report documents and assign inspection reports for review. • Process Export Certificate and NOP Import Certificate requests and answer client questions. • Support team workload by completing special projects, updating work instructions, and demonstrating initiative to improve administrative system efficiencies. • Attend and contribute to biweekly Certification Operations Team meetings and recurring staff meetings. Monitor internal communications to maintain knowledge of current topics, updates, and announcements. • Provide Spanish translations for team members and team resources (e.g., email templates and signatures, Certification Operations internal procedures, contextual explanations, and refine email drafts following initial machine translation). Review translated materials to ensure accuracy, appropriate tone, and technical correctness. Support special projects and participate in Spanish Services meetings as needed.

• Overall responsibility for the strategy, governance, and performance of an assigned segment of the external manufacturing network within the Sterile Vertical • Lead a team of External Operations Managers and is accountable for senior-level supplier relationship management across supply, quality, service, cost, contract compliance, and risk • Work closely with Supply Chain, Quality, Technical Services, and other business partners to align priorities and drive performance across external manufacturers • Lead major negotiations, capacity decisions, and escalation management • Define external operations standards and ways of working across the network

• Coordinate day-to-day production O&M execution for an IRS opportunity. • Support 24x7 operational continuity, incident response, monitoring, RCA, patch/vulnerability remediation support, backup/restore validation, DR support, operational reporting, and production-readiness coordination. • Lead operational support for production API gateway environments, including monitoring, incident response, triage, restoration coordination, and service continuity. • Ensure incidents and service requests are logged, tracked, updated, and closed in ServiceNow or equivalent IRS-approved ITSM tooling. • Support P1/P2 response processes, escalation, communications, restoration tracking, post-incident review, and RCA development. • Coordinate with gateway engineers, Government technical leads, cybersecurity, infrastructure, network, identity, CI/CD, database, and monitoring teams for issue resolution. • Track and support patching, vulnerability remediation, certificate updates, configuration changes, backup/restore validation, DR exercises, and production-readiness checks. • Maintain operational runbooks, incident playbooks, knowledge articles, dashboard evidence, SLA metrics, and monthly/quarterly operational reporting inputs. • Support operational continuity across IBM webMethods, the modernized gateway product, and any approved dual-run period.

• Own the production system build across the full value stream at your assigned site or campaigns • Build and sustain tiered daily management from Tier 1 through Tier 4 • Own and run the kaizen funnel for your value stream • Connect operational performance to the outcomes the divisions care about • Use MES, electronic batch records, shop-floor data systems, and analytics where they exist