Operations

• Manage regional field operations, align local teams in the field, and foster relationships with clients and suppliers.
• Hire, coach, train, and support the field team, including contract, temporary, and full-time staff.
• Foster collaboration, teamwork, and continuous learning to deliver superior client service, solidify client relationships, and maximize employee engagement.
• Build and maintain relationships with client decision makers and operations leaders.
• Provide leadership updates on vehicle health, customer sentiment, operational deficiencies, utilization, and risk management.
• Work cross-functionally with multiple internal teams to increase efficiencies and achieve weekly, monthly, and yearly goals.

Operations Supervisor

• Drive business development for new franchise and MSA (Managed Service Agreement) club locations
• Lead and facilitate monthly Sales and Operations Review calls focused on KPI performance
• Oversee website strategy for all Franchise and MSA clubs
• Collect, organize, and analyze quarterly financial statements for all non-MSA franchise locations
• Serve as the primary liaison and strategic advisor to Franchise Owners
• Conduct weekly check-ins and lead structured monthly performance reviews
• Analyze KPIs and financial statements to identify growth opportunities
• Support new club development including site approvals, territorial mapping, and SWOT analysis
• Conduct regular in-market visits to ensure operational excellence and brand compliance
• Provide coaching to improve sales, membership growth, EBITDA, and operational efficiency

Director – Franchise Operations

• The Manager of Commercial Operations is a player-coach.
• You will be hands-on enough to run live customer contract negotiation and day-to-day deal support, and senior enough to stand up the processes, tooling, and governance the function will run on as it grows.
• You will own customer-facing contracting immediately, then build out deal desk and pricing governance.
• Own customer-facing contracting end to end — MSAs, SOWs, DPAs, order forms, and redlines — from first draft through signature.
• Run our contract management platform as the system of record; keep the clause library, templates, and negotiation playbooks current and usable.
• Own renewal management, protecting at-risk bookings and keeping renewals from slipping through the cracks.
• Operate the commercial review gate on non-standard terms, working with outside counsel on strategic and specialist matters while routing routine work internally.
• Support live deals as a partner to Sales — turning around contract and pricing questions quickly without becoming a bottleneck.
• Help structure deals and apply pricing and discount guidance consistently, escalating non-standard terms before they reach signature.
• Stand up a repeatable deal desk over time: approval thresholds, pricing frameworks, and clean deal data feeding billing and revenue recognition.
• Document the playbooks, workflows, and controls the function runs on so the work no longer depends on any one person.
• Improve cycle time and consistency — find the friction in how deals get done and remove it.
• Build processes that scale with the business rather than ones that have to be rebuilt every time volume grows.
• Partner closely with Sales, Finance, Security, Product, and Leadership — translating commercial intent into sound terms.
• Act as the credible point of contact when deals get complex or contentious, balancing speed for the business with protection of its interests.
• Manage the outside-counsel relationship: route routine matters internally, reserve counsel for strategic and specialist work, and control spend.
• Give leadership a clear view of contracting throughput, cycle time, renewal exposure, and where non-standard terms are concentrating.
• Surface pricing and discount trends so the business can see margin impact and act before it drifts.

Manager, Commercial Operations

• Define and own the technical roadmap for our lifecycle tooling ecosystem (e.g., Braze), ensuring total data stability, governance, and future-proof documentation.
• Lead cross-functional work alongside Lifecycle Marketing, Data Engineering and Data Analytics to define and maintain source of truth lifecycle data models (events, attributes, segments, composite scores, propensity models).
• Drive operational efficiency by architecting AI-driven automation workflows and internal tooling to eliminate repetitive production overhead.
• Collaborate with the lifecycle marketers to systematize journey designs and briefs into robust, testable flows in Braze (or equivalent)
• Implement and maintain scalable templates, modular components, and reusable logic.
• Operationalize A/B and multivariate tests end to end, setting up principles for audience configuration, randomization, holdouts, and measurement-ready instrumentation.
• Own reporting requirements for lifecycle ops (e.g., journey health, delivery and error monitoring, experiment status dashboards).

Lifecycle Operations Manager

• Provide operational leadership for a team of up to 10–12 direct reports (Operations Support Coordinators, Senior Operations Support Coordinators, and/or Operations Supervisors)
• Partner with leadership to establish, monitor, and achieve key performance indicators (KPIs)
• Oversee day-to-day operational execution, including reporting and issue resolution
• Collaborate with Operations Supervisors and the Director to identify and implement workflow improvements
• Lead and manage special projects and strategic initiatives from planning through execution

Associate Operations Director – Integrated Care

• Partner across EPMO functions and key stakeholders to ensure alignment between reporting, tooling, templates, and operational workflows, serving as the primary integrator of people, process, and content across the team.
• Engage stakeholders proactively to surface needs, gather input, and build consensus around content standards, process improvements, and governance decisions.
• Lead the design, build, and ongoing governance of the EPMO knowledge management ecosystem, including SharePoint site architecture, Teams workspace organization, and file standardization, establishing clear standards for where information lives, how it is structured, and how it is maintained.
• Own and curate the EPMO Resource Library as the authoritative steward of all templates, process guides, and reference materials, ensuring content reflects current industry best practices and organizational standards.
• Establish a regular content audit cadence to retire outdated materials, surface gaps, and continuously improve the quality and usability of the EPMO knowledge base.
• Build a repeatable lessons-learned and retrospective framework that captures institutional knowledge across the project portfolio, supporting long-term organizational maturity.
• Serve as a change enablement partner improving consistent application of the corporate change management framework within EPMO projects, enhancing supporting documentation, governance frameworks, and communication tools that prepare the organization for successful change implementation resulting from EPMO-led initiatives.
• Translate complex project and operational processes into clear, executive-ready visual narratives, including process maps and workflow diagrams that make EPMO operations accessible to business stakeholders at all levels.
• Develop executive storytelling assets that frame EPMO performance, portfolio health, and operational improvements in terms of business value and strategic impact.
• Build and maintain an EPMO communications rhythm, including contributions to leadership presentations, monthly town halls, team recognition programming, and portfolio highlight content.
• Other duties as assigned.

Lead, EPMO Operations – Enablement

• Process all transactions and perform all tasks accurately within the procedural guidelines and without errors.
• Meet or exceed the Daily Productivity standards for each task performed.
• Meet performance standards for Quality, as defined in the Quality Assurance Plan (QAP) with no errors.
• Exhibit exemplary customer service internally and externally. Consistently meet or exceed customer's needs.
• Maintain a strong understanding and knowledge of the procedures and operating systems used to perform your work.
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling or further analysis.
• Explain complicated topics in a clear and concise manner.
• Provide a high level of professional and courteous service using empathy when needed, while conducting account investigations
• Log cases in database detailing actions taken on accounts and conversations with customers.
• Ensure timely completion of tasks, to meet contract guidelines.
• Performs other duties as assigned.
• Complies with all policies and standards.

Representment Operations, Transaction Processing Associate III

• Function as an effective resource to executives, management teams, and our board of directors
• Advise and partner with senior management and the C-suite to develop and implement growth strategies for each product line
• Direct the strategic and business planning for enterprise initiatives, product business line strategies, and operational improvements for the company
• Develop perspectives on market conditions, competition, opportunities, and strategic relationships to be considered for each product line
• Create actionable insights and implement strategies to help grow and support the business
• Own and manage key operational metrics and KPIs for the business units and company
• Create scalable internal processes and systems that connect and support company operational improvement across Finance, Customer Success, and Go-to-Market (GTM)
• Communicate analyses and recommendations to key leaders across the organization

Strategy & Operations Associate – Senior Associate

• Conduct operational redesign and develop and execute business strategies that increase service levels, operational capabilities, and efficiencies
• Direct and oversee Patient Services and Specialty Programs staffing requirements by analyzing trends, developing forecasts, researching business requirements, and analyzing workflows
• Collaborate with IT leadership to ensure necessary systems and applications are in place to support fulfillment operations
• Develop and implement strategic plans for the operational infrastructure of systems, processes and personnel designed to accommodate the growth objectives and new service offerings
• Develop and implement continuous operational improvements focused on enhancing the level of patient care while optimizing the customer experience
• Collaborate with leaders from across the organization to optimize processes to improve efficiency, safety, and patient experience
• Ongoing monitoring, evaluation, and reporting of pharmacy service KPIs to other Pharmacy Managers and Executive Leaders
• Assist in the creation and reporting of ongoing Quality Improvement Projects
• Investigate, present, and create business cases around new technology solutions and/or processes to aid in either more efficient pharmacy fulfillment operations or enhanced patient experience
• Develop and oversee an efficient, cost effective, safe, and patient-centric fulfillment strategy across all fulfillment locations

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