• Team Leadership: Supervise and lead a team of team members during the assigned shift. Provide guidance, coaching, and support to ensure team members meet their goals and objectives. • Quality Assurance: Ensure support and acknowledgment of quality standards aligned with our client and customer experience. Implement quality control procedures and address any quality issues promptly. • Performance Metrics: Monitor and track key performance metrics, such as agent tasks and responsibilities. Take corrective actions as needed to meet or exceed performance targets. • Training and Development: Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge. Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions. • Communication: Maintain open and effective communication channels with team members, other shift leads, and management. Report any issues, escalations, or opportunities for improvement. • Problem Solving: Address operational challenges and resolve issues that may arise during the shift. Collaborate with other departments to find solutions to complex problems. • Helpdesk Management: Ensure the helpdesk is managed by checking agent availability and SLA tickets. • Ensuring you are available as the POC in the management queue to do escalations.

• You take end-to-end responsibility for hospital implementations and manage timelines, dependencies, risks and quality standards – including the further development of governance, processes and delivery structures. • You analyze clinical processes and develop training, change and rollout concepts to sustainably implement our solutions in hospitals. • You manage key stakeholders on the client side (e.g., executive management, IT, medical leadership) and ensure clear communication as well as professional escalation management. • You lead and develop our implementation and onboarding team with a focus on performance, quality and scaling. • You bring an AI-native mindset: you think about processes from the outcome, use AI as a natural work tool, and enable your team to set new implementation standards faster, smarter and more data-driven. • You ensure close cross-functional alignment with Sales, Integration/IOP, Product, Support and Customer Success – from handover to stabilization. • You further develop our rollout governance and delivery structures (standards, templates, capacity planning, milestone tracking). • You coordinate technical interface topics together with Integration/IOP (e.g., APIs, tests, go-lives) as well as tickets and backlogs.

• Lead end-to-end implementation and support of Fluent Commerce OMS solutions. • Design scalable, API-driven, and event-driven OMS architectures. • Define solution blueprints aligned with retail and eCommerce best practices. • Review solution designs, configurations, custom extensions, and integration patterns. • Ensure adherence to performance, security, scalability, and reliability standards. • Lead, mentor, and manage a team of OMS developers and integration engineers. • Provide hands-on technical guidance, architecture support, and code reviews. • Ensure quality through design validation, testing governance, and release readiness. • Drive Agile delivery practices, sprint planning, and execution. • Oversee integrations with enterprise and commerce platforms, including: Payment gateways, ERP systems, Warehouse Management Systems (WMS), eCommerce platforms, CRM and loyalty platforms. • Work extensively with REST APIs, JSON payloads, webhooks, and event-driven architectures. • Ensure seamless and reliable data flow between OMS and connected systems. • Translate complex business requirements into robust technical designs. • Conduct technical and solution workshops with stakeholders. • Provide production support guidance, incident triage, and root cause analysis. • Support solution development activities, estimations, and proposal responses.

• Lead, mentor, and support Commercial Lines Account Managers by providing coaching, training, and guidance to promote professional growth and consistent service delivery. • Manage and service a designated portfolio of commercial insurance accounts, including renewals, policy changes, coverage reviews, and complex client service needs. • Serve as an escalation point for complex client issues, coverage questions, and carrier negotiations, ensuring timely and effective resolution. • Establish and reinforce service standards, workflow expectations, and best practices to promote operational consistency and client satisfaction. • Assist with onboarding, training, performance management, and ongoing development of Commercial Lines team members. • Monitor team workloads and productivity, helping balance assignments and ensure service level expectations are consistently met. • Review reports and quality metrics to identify trends, improve processes, and support continuous operational improvement. • Develop and maintain strong relationships with clients, carrier partners, Producers, and internal stakeholders. • Support carrier relationships, assist withpotential E&O matters, and provide operational coverage during team member absences as needed. • Maintain accurate documentation within the agency management system and ensure compliance with agency procedures and industry standards. • Stay informed on commercial insurance products, carrier guidelines, underwriting practices, and industry trends through ongoing professional development.