• Lead complex programs across upstream, midstream, and downstream assets • Focus on regulatory compliance and stakeholder engagement • Drive program performance to meet and/or exceed client satisfaction and KPIs • Develop and formulate solutions to client problems/issues • Participate in project reviews of major program/project dashboards/deep dives to identify issues • Drive adoption of digital tools • Actively integrate global resources into local delivery • Directly manage projects and supervise a team of remediation professionals • Build, maintain, and facilitate trusting relationships with key contacts across the client organizations • Develop budgets for business development portfolio management

• Own and execute high-stakes global programs end-to-end, from initial strategy and scoping to project planning, day-to-day tracking, and change management • Drive step-change improvements in our operational processes, rolling up your sleeves to build systems and workflows that directly improve business outcomes and top-line metrics • Bridge compliance and commercial strategy by partnering with GTM and account leadership to turn complex regulatory requirements into a competitive advantage that builds deep user trust • Build and run operating models across diverse cross-functional teams (including Product, Engineering, Legal, Risk, and Compliance), keeping highly distributed workstreams aligned and accountable • Serve as a trusted advisor by preparing strategic reviews for senior stakeholders and managing critical escalations • Translate user friction into program evolution by establishing structured, data-driven approaches to gather user feedback and turning those insights into actionable product and operational improvements • Diagnose and resolve systemic operational gaps before they impact our users, building self-healing processes and scalable internal infrastructure • Champion Stripe’s Operating Principles by fostering a high-performance culture that values rigorous thinking, rapid execution, and putting users first

• Lead the upstream architectural design and definition of future-state operating models across Customer Success. • Convert abstract corporate objectives and strategic initiatives into structured, multi-stream transformation roadmaps that optimize organizational structures and drive long-term margin alignment. • Drive the complete architectural redesign of the implementation and customer education experience into tailored, segmented engagement models (ranging from digital self-paced journeys to high-touch consultative frameworks) based on complexity and customer needs. • Lead complex discovery sessions, executive alignment workshops, and business case development to invent net-new organizational capabilities. • Synthesize widespread organizational friction and market shifts into actionable service delivery frameworks before they are transitioned to CS Operations for deployment. • Proactively identify system gaps and operational bottlenecks across post-sale teams; design and implement scalable, standardized service delivery models leveraging automation and digital enablement to drive efficiency. • Author and implement comprehensive organizational change management strategies, including impact assessments, targeted stakeholder communication, readiness planning, and adoption support to ensure structural shifts achieve high long-term adoption. • Partner directly with executive leadership to continuously compile feedback, synthesize metrics, and formulate actionable implementation recommendations, corporate presentations, and long-term transformation roadmaps. • Retain final accountability for tracking and delivering targeted operational cost-savings and efficiency gains, building clear metric structures to validate the ROI and value stream of all active transformation initiatives.

• Serve as a trusted advisor to healthcare clients, providing workforce strategy and talent acquisition consultation • Lead recurring business reviews, workforce planning sessions, and executive stakeholder meetings • Facilitate discussions with client leadership to align workforce initiatives with organizational priorities • Build strong relationships with executives, operational leaders, and key stakeholders across client organizations • Analyze workforce and recruiting KPIs • Translate complex workforce data into actionable business recommendations • Identify trends, risks, and opportunities that drive improved workforce outcomes • Lead strategic workforce initiatives from discovery through implementation and adoption • Drive accountability across stakeholders to ensure successful execution and measurable results • Build scalable processes, governance structures, and operating models that support program growth • Manage project timelines, deliverables, risks, and communication plans • Develop and deliver executive-level presentations using PowerPoint and Excel • Communicate workforce insights, program performance, and strategic recommendations to senior leadership • Facilitate meetings, workshops, and stakeholder sessions that drive alignment and decision-making • Influence leaders through data-driven storytelling and consultative recommendations • Identify opportunities to enhance recruiting operations, workforce planning, and program efficiency • Lead process improvement initiatives that improve service delivery and client satisfaction • Collaborate with recruiting, operations, and leadership teams to standardize best practices and optimize performance