• Oversee delivery management for multiple active programs within the account portfolio. • Monitor team performance, support project start-up activities, and guide staffing and onboarding processes. • Manage prime and/or subcontractor relationships to ensure delivery excellence. • Ensure contract requirements, deliverables, and compliance obligations are met. • Monitor and manage account financial performance against corporate metrics. • Develop, manage, and adjust program and account budgets as needed. • Lead execution of complex, inter-connected projects aligned with the U.S. Digital Service Playbook and modern digital service standards. • Coordinate cross-functional teams including technical leads, scrum masters, delivery teams, and stakeholders. • Manage timelines, dependencies, risks, and resources across multiple workstreams. • Identify and resolve high-impact challenges affecting scope, delivery, and program success. • Build and mature trusted, high-integrity customer relationships across the portfolio. • Proactively engage customers to understand evolving needs and position the organization as a strategic partner. • Partner with leadership to define and execute account strategy based on market dynamics, customer needs, technology landscape, competitive analysis, budget realities, and opportunity forecasting. • Support business development through customer engagement, capture management, and proposal solutioning.

• Own and optimize the ND Team’s technical ecosystem and customer-facing services — including scheduling and consultation platforms, customer service tools, data and reporting systems, and emerging AI-enabled tools — ensuring systems are reliable, integrated, and scalable. • Lead initiatives to bring new customer-facing projects to life and optimize existing customer-facing services. • Research, evaluate, and implement new tools, automations, and workflow improvements that increase operational efficiency and support new initiatives, in alignment with company policies and regulatory standards. • Oversee day-to-day technical and operational workflows, actively supporting issue resolution and facilitating handoff to appropriate teams as needed. • Analyze end-to-end workflows to identify inefficiencies, risks, and opportunities, and design scalable solutions supported by clear operational standards and procedures. • Lead ND-specific technical and operational projects end to end, including planning, timelines, and execution, under the guidance of the Director. • Coordinate and contribute to cross-functional initiatives — such as integration and expanded delivery of ND-developed, customer-facing content — partnering with teams that own execution and ensuring ND Team operational needs are represented. • Oversee accurate tracking and reporting of ND Team performance metrics, maintaining data integrity and expanding reporting capabilities in collaboration with the Data & Analytics team. • Collaborate with the Director of Naturopathic Doctors and Clinical Education to translate operational data into insights and recommendations that guide prioritization and strategic decision-making. • Support operational enablement for a large contractor-based workforce by overseeing appropriate tool usage, supporting training efforts, and assisting with contractor oversight.

• Serve as a key resource, supporting multiple Operations Managers on up to 25 program itineraries, spanning diverse product lines and program types. • Manage and balance multiple timelines and deadlines simultaneously, ensuring accuracy, organization, and timely delivery of program needs. • Independently manage the coordination and confirmation of program logistics, including hotel accommodations, field trips, transfers, meals, special needs and additional program staff for 25+ assigned programs. • Support the negotiation and vendor management of contracts and agreements for services, adhering to each program and vendor budget. • Independently respond to complex customer service requests with clear and timely communication, addressing program questions and special requests. • Focus on providing effective solutions while supporting and encouraging participant enrollments. • Daily analysis of enrollments and space allotments on programs, ensuring optimal use of capacity in keeping with contractual deadlines • Independently assess and resolve program issues by reviewing, troubleshooting, triaging, and implementing necessary changes before and during program execution; exercise sound judgment to determine when to escalate complex situations. • Assist on pre-program briefings with on-site program staff • Post program review and reconciliation of financial details and invoices for vendors, staff and other program expenses • Work closely with the Program Administration and Program Services teams to ensure the materials and reports are created and distributed on time and with the highest level of accuracy. • Develop comprehensive knowledge of program content and destinations to serve as a go-to resource for assigned regions. • Will be required to attend and work on certain programs related to the position • Ability to manage and maintain work in multiple systems • Moderate travel and some evening and weekend work required • Additional duties assigned

• Own the strategy and execution of CEA's global group support programs • Determine which global groups to focus on serving • Develop support offerings that group organizers actively seek out • Achieve ambitious growth targets once the new offerings are ready • Manage the Organizer Support Coordinator • Lead a small team and set the strategic direction