• Oversee, mentor, and develop the Retail account manager teams, fostering a high-performance culture focused on accountability, collaboration, and continuous improvement • Provide consistent coaching and feedback to optimize team performance, reinforce achievements, and address areas for improvement – leading the development and execution of best practices in sales methodologies, processes, and customer engagement • Develop and execute strategic plans for the Retail LOB, aligning with organizational revenue goals and operational objectives – including actionable insights, business cases for new opportunities, and strategic input into product planning and go-to-market strategies • Set clear performance expectations, monitor team performance, and implement training or coaching programs to enhance skills and productivity – tracking success against KPIs measured quarterly and annually • Lead the Retail LOB through process improvements, technology integrations, and organizational changes, ensuring team adoption and alignment while leveraging data analytics to identify trends and inform decision-making • Collaborate with Marketing for demand generation and customer campaigns, CRM Systems Administration for tool optimization, Program and Product Managers for market alignment, and Underwriters for risk assessment and product development • Identify inefficiencies in sales and account management workflows and implement solutions to streamline operations and enhance the customer experience • Serve as an advocate for your team by partnering with data, systems, programs, underwriting, and learning development teams to build cases for continued education, streamlined workflows, and accurate data tracking that drives team success • Leverage CRM data and analytics to identify trends, forecast performance, and drive informed strategic decisions – maintaining or improving NPS and other customer satisfaction metrics for Retail LOB clients • Act as the primary point of contact for internal teams, ensuring seamless communication and alignment on Retail LOB objectives and cross-functional initiatives • Required to perform other duties as requested, directed, or assigned

• Lead the overall strategy and execution of CRIO’s Sponsor Operations function, overseeing delivery across all enterprise and strategic sponsor programs. • Establish and enforce operational standards, ensuring all sponsor projects adhere to CRIO’s quality, efficiency, and compliance expectations. • Translate organizational goals into measurable outcomes, defining KPIs and success metrics for sponsor delivery performance, client satisfaction, and scalability. • Partner with executive leadership to align sponsor operations with company growth, product roadmap, and market positioning. • Oversee multiple enterprise sponsor portfolios, ensuring programs are delivered on time, within scope, and with high quality. • Supervise and mentor Sponsor Program Managers in managing end-to-end delivery, risk mitigation, and escalation management. • Ensure consistent study execution by aligning Central eSource design, Implementation, and Site Enablement, and Sponsor Project Manager teams under shared delivery frameworks. • Drive continuous improvement through standardized documentation, operational playbooks, and cross-functional reporting systems. • Develop scalable delivery models, workflow frameworks, and SOPs that enhance consistency across sponsor engagements. • Identify process bottlenecks and lead strategic initiatives to optimize handoffs between functional areas (Product, Engineering, CX, and Data). • Champion automation and tooling initiatives that improve visibility, accountability, and client transparency. • Manage and optimize resource allocation across study operations functions to meet demand and delivery targets. • Serve as the senior escalation point for enterprise sponsor relationships, driving resolution and ensuring a best-in-class client experience. • Collaborate with Product and Engineering to translate enterprise feedback into roadmap priorities and platform enhancements. • Partner with the Data and Analytics teams to define sponsor reporting standards and provide visibility into key operational metrics. • Represent Sponsor Operations in strategic client meetings, governance sessions, and executive reviews. • Lead, mentor, and develop a high-performing Sponsor Operations team focused on collaboration, accountability, and growth. • Create clear competency frameworks and progression paths for Sponsor Operations roles (PMs, Operations Leads, Study Managers, and Team Leads). • Foster a culture of continuous improvement, empowering teams to innovate and refine delivery approaches. • Partner with HR and Learning teams to build onboarding, training, and certification programs for sponsor delivery excellence.

• Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback • Make sound, timely decisions on complex or edge-case onboarding scenarios • Maintain department SLAs and work with other operational teams to partner on complex onboarding scenarios • Plan and balance team workload and staffing coverage against operational priorities and SLA targets • Establish clear team priorities, goals, and accountability measures aligned with operational KPIs and OKRs • Partner with Go to market teams to understand customer onboarding needs • Partner cross-functionally with internal teams to improve workflows, tooling, and onboarding effectiveness • Identify process gaps and operational risks and drive practical improvement actions • Lead workflow and process improvement initiatives from planning through implementation • Maintain strong documentation practices across internal runbooks, guidance, and review standards • Use operational metrics and reporting to monitor trends, risks, and performance opportunities • Provide structured feedback to improve tooling, automation, and AI-assisted decision support where applicable • Model leadership behaviors aligned with Twilio Magic, including ownership, customer focus, continuous improvement, and empowering others

Role Description This role will serve as the primary administrative and staff resource for the HXP CEO and assigned subsidiary President(s) and senior teams, facilitating seamless coordination within and between the leaders and the boards of directors for HXP and its controlled entities. Reporting jointly to and acting under the direction of the HXP CEO and assigned subsidiary President, plays a key role in supporting executive priorities and enhancing organizational effectiveness. What You'll Do: - Support the executive meeting cadence, which includes scheduling, preparing agendas, tracking decisions, and handling follow-up communications to ensure seamless execution. - Collaborate with HXP and assigned subsidiary leaders to optimize the scheduling of engagements, travel plans, and formal communications, ensuring alignment with the organization’s strategic priorities. - Serve as the primary liaison to the HXP board of directors and the boards of controlled entities, managing logistics such as travel, accommodations, and board material preparation. - Work closely with the HXP external General Counsel to ensure compliance with governance protocols, required filings, and board-related processes. - Act as an internal communications champion for the HXP CEO and assigned subsidiary President(s), liaising with internal and external communication teams across HXP and its controlled entities. - Identify and recommend communication opportunities to elevate the visibility of the leaders, ensuring messaging consistency and engagement. - Maintain an understanding of the activities, funding, and senior staffing of HXP’s controlled entities to support alignment and collaboration across the group. - Support cross-entity strategies and initiatives by fostering collaboration and ensuring operational alignment with HXP’s overarching goals. - Lead or contribute to special projects, process optimization efforts, and strategic initiatives as assigned, ensuring measurable outcomes and enhanced efficiency within the CEO’s and President’s offices. This is not an exhaustive list of all tasks that an incumbent is expected to perform but is instead a summary of the primary responsibilities and requirements of the job. The incumbent may be asked to perform duties not included above. HealthX Partners Incorporated reserves the right to revise job profiles at any time based on changes to the required job responsibilities. Qualifications - Proven experience providing senior-level administrative and operational support to organizational leaders. - Knowledge of non-profit board governance processes and best practices. - Strong interpersonal, communication, organizational, and multitasking skills, demonstrated in complex and dynamic environments. - Eagerness to learn, adapt, and shape this inaugural staff-level role within a growing organization like HXP. - Proficient in MS Office Suite (Word, Excel, PowerPoint). - Able to maintain complete confidentiality for sensitive issues and information. - Notarial credential, preferred. Benefits - Comprehensive benefits package that offers health, financial planning, family care, and flexibility for work-life fit. - Competitive leave package, with some offices offering a compressed work week throughout the year. - Commitment to career growth with multiple potential career paths and access to hundreds of courses through the learning management system. - Encouragement of innovation and collaboration to drive impact and pioneer new solutions. Company Description HealthX Partners Incorporated (HXP) is a co-created parent company by Population Services International (PSI) and the Elizabeth Glaser Pediatric AIDS Foundation (EGPAF), aimed at achieving greater impact while delivering efficiencies and greater value for consumers, clients, host governments, stakeholders, and the global health sector.