Operations

• Supervises billing leadership and staff, including hiring, training new team members, performance evaluation, workload allocation, and professional development.
• Serves as the department’s subject matter expert on coding and billing processes.
• Serves as the subject matter expert for each project’s clearinghouse and advises best practices within the client’s clearinghouse.
• Responsible for reviewing improvements with clients pertaining to billing and DNFB recommendations.
• Responsible for reviewing, advising, and building clearinghouse edits and bridge routines to ensure industry standard clean claim rates.
• Ensure compliance with HIPAA, State, and Federal laws and guidelines among team members.
• Implement audit and productivity standards to uphold compliance across the billing teams.
• Ensure leadership teams are informed proactively pertaining to client billing issues and opportunities; attend client meetings as needed for explanations.
• Strive to meet or exceed all KPIs and goals.
• Coach and mentor supervisors when employees do not meet expectations.
• Design, implement, and maintain billing best practice workflows and policies.
• Foster teamwork and a positive working environment.
• Support supervisors with team member payroll accuracy and approvals as needed.
• Participate in client or internal meetings as requested.
• Complete all assigned projects promptly.
• Perform other related duties as needed.

Operations Manager – Billing

• Oversee the daily operations of contract carriers, including maintaining contractor schedules, monitoring routes, reports and fostering positive working relationships with contract carriers and helpers
• Develop and mentor staff to reach goals; train staff on company policies and procedures
• Carry out managerial responsibilities, including interviewing, hiring, disciplining, and resolving issues
• Ensure compliance with corporate warehouse policies, procedures, and programs
• Supervise employees in accordance with company policies and applicable laws, including interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, and addressing complaints/resolving problems
• Use route planning software to build efficient delivery routes
• Manage the dispatch of contract carriers and resolve issues throughout the day
• Identify problem areas, including restructuring routes to improve operational efficiencies
• Train and develop contract carriers, and dispatchers to meet and exceed customer expectations
• Ensure that all work is completed accurately and within established time frame
• Ensure photos are taken for every job
• Allocate and request additional resources as needed

Manager, Last Mile Operations

• The Payments Operations Specialist is responsible for the accurate and timely processing of incoming and outgoing payments across multiple channels.
• Support back-end operational functions including system configuration, data reporting, payment reconciliation and balancing, client billing, payment investigations, fraud monitoring, and OFAC screening and decisioning.
• Ensure transactions comply with internal policies and regulatory requirements while contributing to operational efficiency.
• Process daily payment transactions including ACH, wire transfers, foreign checks, positive pay/corporate share drafts, and other payments according to established procedures and SLAs.
• Monitor payment queues and escalate exceptions, failures, or suspicious activity to appropriate team.
• Respond to internal inquiries from support, accounting, compliance/risk, and account management regarding payment status and issues.
• Collaborate with the Payments Support Specialist team to share operational insights, root cause findings, and process updates that support front-line interactions.
• Review and decision OFAC alerts generated by sanctions screening system for all applicable payment types, exercising independent judgment to evaluate risk.
• Monitor payment transaction activity for signs of unauthorized, fraudulent, or anomalous entries using established screening tools and criteria.
• Research and resolve payment exceptions including failed transactions, duplicate payments, unauthorized entries, and misdirected funds.
• Perform daily reconciliation of ACH, wire, and positive pay/corporate share draft transactions against general ledger accounts to ensure accuracy and completeness.

Payments Operations Specialist

• Serve as the designated Patient Service Center (PSC) Operations point of contact for assigned Field Reimbursement team members, ensuring consistent communication on patient access cases, access trends, and PSC operational updates.
• Participate in regular business reviews, pipeline calls, and regional FRM/FRAD meetings to discuss access trends, payer changes, and field-identified barriers; translate insights into PSC action plans.
• Clearly communicate PSC services, workflows, SLAs, escalation paths, and documentation expectations with HCP offices and patients.
• Compile and share PSC performance data (e.g., benefit investigations, time-to-therapy, prior authorization turnaround, rejection and denial trends, appeal outcomes) to support field strategies and account planning.

Field Liaison, PSC Operations

• Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction.
• Oversee day-to-day operations, ensuring adherence to policies, procedures, and service level agreements (SLAs).
• Monitor key performance indicators (KPIs) and identify areas for operational improvement.
• Ensure all operations follow industry regulations and company standards.
• Analyze customer feedback to drive service enhancements and resolve issues.
• Collaborate with cross-functional teams and external partners to streamline processes and improve workflow in a respectful and positive manner.
• Supervise, coach, and mentor a team of 50+ direct and indirect reports, ensuring excellent patient service.
• Foster a positive, inclusive, and high-performance work culture.
• Responsible for the creation and delivery of presentations to internal stakeholders related to compliance, status of patient care, successes in operations, opportunities for improvement, and quarterly business reviews.
• Strong compliance approach, ensuring teams have a clear understanding of patient privacy laws.
• Stay abreast of industry trends and regulatory updates that may impact program delivery.
• Up to 25% travel required, primarily to Pittsburgh, PA.

Associate Director, PSC Operations

• Serve as the designated Patient Service Center (PSC) Operations point of contact for assigned Field Reimbursement team members
• Participate in regular business reviews, pipeline calls, and regional FRM/FRAD meetings to discuss access trends, payer changes, and field-identified barriers
• Clearly communicate PSC services, workflows, SLAs, escalation paths, and documentation expectations with HCP offices and patients
• Compile and share PSC performance data to support field strategies and account planning
• Triage & coordinate resolution of complex access and reimbursement issues raised by the Field Reimbursement partners
• Support implementation of new patient access programs, payer policy updates, and field reimbursement playbooks by ensuring team readiness
• Ensure all communications and materials align with non-promotional requirements and compliance standards.

• Lead and manage IT operations activities in support of DSCA mission requirements
• Provide technical leadership for operations, maintenance, incident management, and service restoration
• Oversee operational performance, system availability, and adherence to service delivery standards
• Coordinate and respond quickly to maintenance events, service interruptions, outages, and operational emergencies

Technical/Operations Manager

• Lead the planning and implementation of Capital and O&M programs, aligning work with regional priorities and business objectives.
• Collaborate with Risk Management and Asset Management to assist with budget creation and asset sustainability.
• Collaborate with cross-functional teams to effectively manage and deliver the Capital/O&M project portfolio.
• Coordinate financial forecasting, monitor variances, and communicate insights to finance partners and regional leadership.
• Ensure clear communication of regional priorities across key collaborators, including Operational Risk and Asset Management.
• Review and approve project compliance documentation, tracking progress through to project closeout.
• Mentor and guide analysts and team members, encouraging consistency, collaboration, and continuous improvement.
• Support audits and ensure adherence to company policies, SOPs, O&M manuals, and external regulatory requirements.
• Lead special projects and provide direction in support of regional leadership priorities.

Region Operations Supervisor

• Executes routine transactions/processes utilizing standard policies and procedures.
• May have specific responsibility for a specialized product or functional area.
• Partners internally with service partners to route calls, documents or other action items to complete transactions.
• Ensures the appropriate materials and documentation are available to complete transactions.
• Confirms equipment is operational, if applicable.
• Provides responses and documentation to inquiries and ad hoc requests.
• Provides feedback on workflow and work received.
• Reviews transactions, related documents and verifies work processes to ensure accuracy and conformance to established service levels and applicable policies and procedures.

Operations Associate

• Lead the FinOps function across settlement, billing, exception management, collections, and financial control functions
• Own daily, monthly, and periodic operational calendars; ensure all processes are executed on schedule and within defined accuracy and quality thresholds, with a focus on automation
• Establish and maintain operating procedures, runbooks, and control documentation for all FinOps processes
• Serve as the primary escalation point for high-severity financial exceptions, funding discrepancies, or merchant-impacting operational failures
• Maintain full reconciliation integrity across the merchant services general ledger, including settlement accounts, clearing accounts, reserve accounts, and fee income accounts
• Ensure daily and month-end close activities are completed accurately and on time in coordination with the bank's Finance and Accounting functions
• Design and enforce a strong internal control environment, including dual controls, reconciliation sign-offs, and exception aging governance
• Partner with Internal Audit and Compliance to support examinations, audits, and regulatory reviews of financial operations
• Own merchant interchange and scheme fee economics; ensure interchange income is accurately captured, pass-through fees are correctly assessed, and network fees are reconciled and disputed where applicable
• Identify and remediate billing and revenue leakage across the merchant portfolio, including misconfigured rate plans, unbilled transactions, and under collected fees
• Manage reserve adequacy across the merchant portfolio, coordinating with Credit Risk and Underwriting on reserve policy application and exceptions
• Oversee the collections strategy for merchant receivables, including fee arrears, negative balance recovery, and post-termination loss mitigation
• Lead damage assessment processes for merchant-related fraud, processing errors, and dispute losses; quantify recoverable amounts and coordinate recovery actions
• Ensure all FinOps processes comply with applicable regulations, card network rules, and bank policy, including IRS 1099-K requirements, BSA/AML transaction monitoring obligations, and state unclaimed property laws
• Manage lien and levy processing in strict adherence to legal requirements and internal policy
• Maintain audit-ready documentation and evidence packages for all FinOps processes
• Define and drive the FinOps target operating model, including automation opportunities, system enhancements, and vendor/processor integration improvements
• Develop and report on a FinOps scorecard covering operational KPIs, exception aging, funding accuracy, billing quality, and recovery performance
• Partner with Product & Platform team on requirements for Technology system implementations, platform migrations, and operational tooling that impacts financial processing
• Contribute to the merchant services business strategy by providing data-driven insight on operational cost, risk exposure, and revenue performance

Senior Operations Group Manager

• Lead and develop the Workday Operations team, overseeing assignments and quality of deliverables.
• Manage the full employee lifecycle for direct reports, including hiring, onboarding, and performance management.
• Conduct performance evaluations, providing feedback and recognizing achievements.
• Develop strategic priorities and optimize processes with the Director of Workday Operations.
• Provide leadership for the Workday Benefits module, owning configuration and optimization.
• Oversee planning, testing, and support for Open Enrollment cycles within Workday.
• Collaborate with HR Benefits, Integration Services, Payroll, and vendors.
• Establish and promote Workday governance standards and best practices.
• Monitor and assess the impact of Workday releases and feature updates.

Senior Manager, Workday Operations – Benefits Lead

• Identify opportunities to align critical accounting processes globally
• Work to develop new policies and procedures to improve efficiency, effectiveness and costing alignment across business, regions and facilities
• Deliver timely, accurate reporting and analytics to the Global Operations organization
• Continue to build One-PPG view of operations performance
• Support critical Operations projects through thoughtful and insightful financial reviews, driving productivity across the P&L and balance sheet
• Develop center of expertise for decision support related to sourcing decisions and costing for new product introductions
• Work with the Global Operations Finance team to identify and deliver process improvement initiatives for the team
• Leverage global organization to implement best practices
• Provide coaching and development through supervision of a small, high performing team

Senior Manager, Reporting & Analytics – Global Operations

• Align patient services initiatives with organizational goals, compliance standards, and market access strategies
• Manage vendor relationships to deliver high quality services and operational excellence
• Drive digital-first strategies for patient engagement and identify technology solutions
• Define and refine key performance metrics by leveraging patient analytics and customer feedback
• Provide oversight of the Treatment Experience budget and forecast
• Collaborate cross-functionally with all external vendors and internal stakeholders

Director, Treatment Experience Strategy & Operations

• Responsible for management/oversight of study and regional/country level activities from study startup through conduct and study close
• May manage the study start up process in countries assigned (where SUPM not assigned) and/or oversee pCRO responsible for these activities as applicable
• Through the Site Care Partner/Country Trial Manager or pCRO supports the Country/investigator outreach process, site identification and feasibility ensuring countries/sites can meet all study protocol requirements
• Provides country level input on Startup and Recruitment milestones as provided by pCRO and/or Country Trial Manager/Site Care Partner to Global Study Manager during planning
• Is accountable for overseeing pCRO and/or Country Trial Manager/Site Care Partner for assigned studies at country level in accordance with the overall project plan, manages and maintains accurate country level plans (e.g. timelines, budget, risk and quality plans)
• Collaborates with accountable roles to identify and manage deviations and risks in study startup and execution and implements mitigation strategies as required
• Is also accountable for resolution of Site Activation escalations to Study Teams including offering options for mitigation
• Leader of the Local Study Team (core members: (Lead) Site Care Partners Clinical Trial Assistant, ad hoc members: ICL, Site Activation Partner, CTRO and Local Regulatory, Medical Affairs colleagues and other key stakeholders as required)
• Ensures compliance to relevant Global and Local, internal and external requirements and regulations
• Ensures timely communication bidirectionally between the global and local study team
• Provides protocol level guidance and support to responsible Local Study Team members as applicable
• Liaise with Site Care Partner, Lead Site Care Partner, Site Activation Partners and Regulatory colleagues in country to agree on submission strategy to Health Authorities and Ethic Committees
• Utilize roles in countries such as Lead Site Care Partner, and expert roles such as Contracts Leads, Site Activation Partners to provide the Global Teams with local intelligence and operational nuances to be considered
• Acts as the study level point of contact for all study-level questions for the Local Study Team, ensuring resolution at lowest possible level, and when needed liaising with and escalating to appropriate global roles/teams
• Follows up on region/country level issue status to ensure resolution
• Identifies country level trends to improve deliverables processes as needed
• Utilizes country intelligence to provide input on country specific risks into preparation of Investigational Quality Management Plan, Study Monitoring Plans, ensures PTMF completeness and oversight of all relevant compliance activities for allocated studies
• Ensures audit/Inspection readiness during start-up and conduct
• Manages applicable Quality Events with pCRO and local team as applicable and required
• Coordinates effective site recruitment planning to allow for implementation of plans at the country and site level, consistent with global plan and local targets
• Responsible to drive and ensure delivery of data cleaning deliverables for pCRO and sites as applicable
• Provides input on Country level Per Subject Costs, local vendor costs and other fees where applicable
• May act as a Subject Matter Expert
• May lead operational effectiveness initiatives at country or regional level
• Responsible for PTA and SIV report review for reports completed by the Site Care Partner
• Supports implementation of client’s Site Technology Experience systems (e.g. Shared Investigator Platform SIP, Centralized Account Management CAM)
• Support to EC/RA and other relevant (e.g. radiation, biobank) submissions and deficiency/query responses for initial and subsequent CTA submissions within required timelines
• Drives pCRO and/or applicable internal study team members to ensure PTMF set up meets study requirements, and maintains oversight of PTMF completeness
• Provides country level documents to PTMF and maintains oversight of Investigator Site File (ISF) reconciliation and completeness actions
• Ensure pCRO and/or applicable internal study team members maintain appropriate level IP/equipment/ancillary supplies management including Import/Export License management with the support of Clinical Trial Assistants and other roles as required
• Supports implementation of new tools and technologies (e.g. eConsent, eISF, Remote Source Access, remote SDV/SDR, iConnect, implementation of protocol required decentralized trial options etc.)
• Support Identification, contract development and management of local vendors or facilities as per protocol
• Investigator Meeting support and management including doing presentations as appropriate
• Management of local Investigator Meetings including doing presentations as appropriate

Country Study Operations Manager

• Provide customer service for agencies, regions, UT/UA/underwriters and business units
• Support Additional Compensation drafting process
• Train and support Underwriting Administrative Assistants
• Build reporting and compensation hierarchies for distribution partners
• Resolve statutory licensing/appointment escalations
• Participate in shaping business processes for agency maintenance
• Collaborate with FP&A, Technology, Legal and Operations

Distribution Operations Analyst

• Partner with the EVP & Head of Enterprise Strategy & Operations to design, refine, and implement CCS’s enterprise S&O operating model
• Help evaluate future structural changes across S&O, including how work should be organized across regions, departments, Corporate functions, and enterprise roles
• Support the continued development of shared definitions of S&O excellence
• Help prepare for, attend, and manage follow-up from key S&O meetings and leadership forums
• Support key S&O initiatives, including standalone Marketing and Business Development department development, proposal and contract process improvements
• Identify opportunities to improve S&O workflows through clearer SOPs, better reporting, automation, shared tools, and other process improvements
• Track key regional updates and operating context across Atlantic, Central, Northeast & Europe, and West
• Partner with Finance, BI, and regional S&O leadership to track and synthesize key operational and financial metrics
• Help turn data and regional updates into clear summaries, insights, presentations, and recommendations for the EVP & Head of Enterprise S&O, the Operations Leadership Team, and other firmwide leadership forums
• Support select Unleash priorities by helping advance workplans, track progress, prepare materials, and follow through on next steps.

Director, Enterprise Strategy – Operations

• Analyze large, complex datasets to drive operational insights and identify trends, anomalies, and performance drivers using structured analytical methods
• Design, maintain, and improve new and existing workflows and business processes to increase efficiency
• Build and maintain automated reports and Power BI dashboards for both internal and external stakeholders, detailing operational scorecards and overall program progress
• Create automated and robust data transformations by cleaning, reshaping, and combining data sources
• Assist with recurring and ad-hoc data collection efforts to support internal analysis, audits, and performance tracking

Operations Analyst

• Leads and directs the work activities and has full management accountability for the performance and development of subordinate staff
• Establishes and maintains strong collaborative relationships with internal and external customers and peers
• Assists subordinate supervisors in resolving high visibility problem cases or issues, acting with a sense of urgency and taking accountability for resolution
• Champions process improvements that cut across organizational lines
• Plans and delivers improvement projects managing scope, timeline, resources, impacts and business outcomes
• Develops new and leverages existing tools and reports to aid in data collection, analysis and strategic planning to achieve superior results
• Coaches others in the use of metrics-based decision making
• Develops financial plans and budgets and establishes strategic and performance goals
• Actively manages staffing levels, headcount and productivity to optimize service delivery

Claims Operations Director/Manager

• Lead the Technical Operations team in support of the manufacturing of Active Pharmaceutical Ingredients, intermediates, and drug product intermediates at external contract manufacturing facilities in the region
• Provide leadership and expertise in technical oversight, portfolio management, continuous improvement, talent development and upskilling organization capabilities
• Ensure technical excellence in routine supply support to contract manufacturers
• Lead the technical efforts required for enhancing competitiveness through targeted process optimization
• Drive organizational capability in Proactive Process Monitoring to enable robust manufacturing operations & early detection of process issues
• Foster a community of sharing, curiosity, learning, and end-to-end mindsets for new technologies, ways of working & new product introductions
• Create a robust technical network of internal and external resources, rapidly deployable to solve complex problems in a cross-functional manner

Director, Chemical Technical Operations

• Assess and analyze global markets for power uprating, superpower uprating, long‑term operation, and beyond SLR operation, identifying demand drivers, customer needs, and competitive dynamics.
• Execute product strategies and go‑to‑market approaches to grow Engineered Solutions revenue across uprating and LTO offerings.
• Support Global Markets, Sales, and Tendering teams by articulating clear value propositions, differentiation, and customer benefits for uprating and long‑term operation solutions.
• Contribute to regional and account growth strategies by aligning product offerings with utility long‑term operational, performance, and investment objectives, including operation beyond 80 years.
• Develop and own a global portfolio of uprating, super uprating, and LTO offerings, spanning feasibility studies, implementation solutions, and long‑term support services.
• Expand beyond traditional License Renewal by defining LTO and SLR product offerings, including operation beyond 80 years.
• This includes aging and obsolescence mitigation strategies, long‑term asset management support, and phased investment approaches aligned with regulatory milestones, plant performance targets, and return‑on‑investment expectations.
• Identify opportunities to extend scope beyond traditional NSSS boundaries, including Balance of Plant, electrical systems, and plant‑level integration where relevant to uprating and long‑term operation programs.
• Own product roadmaps, lifecycle management, and business cases for assigned offerings, from concept through deployment and evolution.
• Drive New Product Introduction (NPI) initiatives with clear business objectives, customer value, and return‑on‑investment targets.
• Help develop integrated uprating and super uprating solutions that enable utilities to increase plant output while maintaining safety, reliability, and regulatory compliance.
• Ensure uprating solutions are developed in direct connection with long‑term operation strategies, integrating aging management, inspection and replacement strategies, and investment timing to optimize plant performance and economic return under extended lifetimes.
• Incorporate customer considerations related to grid demand growth, data centers, hyperscalers, and revenue optimization into product definition and value messaging.
• Work with engineering and licensing teams to ensure offerings are technically feasible, licensable, and executable across different plant configurations and regulatory environments.
• Drive innovation across the full product lifecycle, from idea generation through New Product Introduction, to address evolving customer pain points associated with uprating, Subsequent License Renewal, and long‑term operation beyond 80 years.
• Collaborate with AI&I (R&D, Digital, Advanced Reactors & Fusion) to co‑develop technology bricks, analytical tools, and digital enablers applicable to uprating and LTO offerings.
• Support opportunities to leverage external or public funding and collaborative development where relevant.
• Ensure innovation activities translate into deployable, scalable, value‑adding products, rather than standalone technical developments.
• Leverage global product heatmaps to promote reference solutions to operating plants across ES regions, steer cross-region collaboration to ensure reference solutions are introduced and implemented for all applicable operating plants.
• Collaborate with other Engineered Solutions Product Managers (e.g., NSSS components, Balance of Plant / Plant Engineering, New Markets, Digital & Training) to drive cross‑fertilization, consistency, and portfolio coherence.
• Work with APx Global Engineering to align product strategy with engineering capabilities, execution readiness, and resource planning.
• Support make‑versus‑buy evaluations, supply‑chain alignment, and manufacturability considerations for uprating and long‑term operation solutions.
• Collaborate with Engineering, Licensing, APx, Supply Chain, Global Markets, Sales, and regional teams to align product strategy, execution, and delivery.
• Support tendering activities through solution definition, technical clarification, and customer‑focused value positioning.
• Provide high‑quality input to the corporate strategic planning cycle related to uprating, SLR, operation beyond 80 years, and portfolio investment priorities.
• Use market intelligence, fleet data, and analytics to guide portfolio prioritization, product evolution, and investment decisions.

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