• Support the Department of Veterans Affairs (VA) Veterans Health Administration (VHA) Specialty Care Program Office (SCPO) • Provide contract administration, meeting support, and program/project analytic support • Assist in preparing monthly status report and Budget Tracker entries • Reconcile labor hours and financial data against invoices • Support meeting scheduling, agenda preparation, minutes, and follow-up action tracking • Maintain project schedules, integrated master schedules (IMS), and action trackers • Develop program artifacts such as executive status reports, dashboards, SOPs, presentations, and communication plans

• Lead quarterly and annual planning processes by developing complex, multi-variable forecasts and scenario analyses that inform strategic investments and resource allocation decisions • Partner with cross-functional leadership—spanning Support, Product, Finance, and CX—to surface data-driven insights that improve business performance and translate findings into clear, prioritized recommendations • Maintain and continuously optimize the Customer Support business rhythm, including preparing accurate, insights-rich content for monthly and quarterly business reviews to ensure leadership clarity on goals, scope, and performance trends • Build and manage self-service dashboards and automated reporting pipelines that give stakeholders real-time visibility into key performance indicators, capacity trends, and operational health • Act as an analytical lead or workstream owner on cross-functional initiatives—such as new tooling rollouts and process redesigns—ensuring that data-driven perspectives are embedded from planning through execution • Own and contribute to data definitions, metric governance, and reporting standards, ensuring consistency across dashboards and business review materials and enabling stakeholders to trust and act on the data they see • Own end-to-end analysis of the customer experience, identifying root causes of complex, systemic issues and recommending practical, measurable adjustments that reduce friction and improve satisfaction • Analyze CSAT, NPS, and customer effort data to identify key drivers of satisfaction and dissatisfaction, translating Voice of Customer signals into actionable improvements for the support team • Research industry best practices and operational models across top SaaS companies, identifying opportunities to improve team efficiency and proposing creative, innovative solutions to moderately complex operational challenges • Partner with Workforce Management to develop capacity planning analyses that help the team anticipate demand, optimize staffing, and proactively address blockers before they impact execution • Leverage emerging AI and automation tools to streamline routine analytical workflows, accelerate insight generation from complex datasets, and increase the overall impact and velocity of the team • Evaluate new technologies, platforms, and analytical methodologies relevant to support operations, serving as an internal advocate for tools that improve how the team makes decisions and serves customers.

• Manages a team of Technical Support Specialists that provide quality customer service, including interactions with customers, answering customer inquiries, and effectively handling customer complaints. • Monitor and evaluate Technical Support Specialists' performance through auditing Zendesk communication, providing learning opportunities, and taking corrective action when necessary. • Assist in developing strategies to promote adherence to company regulations and performance goals as well as creating policies and SOPs for the Technical Support group. • Provide coverage to the team on days the team is short-staffed or needs extra assistance, including weekends and holidays. • Assist in resolving complex customer issues and escalations, ensuring timely and effective resolution of technical problems and inquiries. • Conduct team meetings and 1-1’s to update members on best practices, changes in SOP, and continuing expectations. • Coordinate training sessions and ongoing development programs for Technical Support Specialists to enhance their skills and knowledge. • Identify opportunities to streamline workflows through technology.

• Provide advanced Tier 3 support for complex customer environments. • Independently troubleshoot and resolve escalated technical issues. • Perform detailed root-cause analysis to identify and address underlying system issues. • Mentor and support junior engineers to improve overall team effectiveness. • Utilize Vertica Management Console and performance tuning tools to diagnose and resolve system bottlenecks. • Collaborate with customers and internal teams to deliver effective technical solutions and recommendations. • Support and troubleshoot Vertica deployments across on-premises and cloud environments.