Operations

• Leads the day-to-day operations of deposit and digital banking functions
• Ensures efficient, accurate, and compliant service delivery
• Supports and develops a high-performing team
• Drives resolution of operational and customer issues
• Partners across teams and vendors to maintain strong system performance
• Plays a key role in risk management, audit support, and upholding the Bank’s commitment to quality, accountability, and exceptional service
• Assists and provides supervisory guidance regarding the daily operation of the department
• Assists in the completion of the daily processes
• Responsible for the training, organizing and developing of the Operations staff
• Ensures daily operations run efficiently
• Serves as a role model by consistently delivering professional service to internal and external customers
• Supports management requests on all levels
• Assists Operations personnel and other Bank employees with various customer issues
• Takes ownership of problem resolution including identifying the issue, resolving and following up with customer to ensure satisfaction
• Assists in the coordination and support of audits and examinations
• Monitors product vendor communications on enhancements, scheduled maintenance, added features and functionality
• Responsible to work with core vendors to resolve issues as they arise
• Creates, updates and ensures the department procedures adhere to Bank Policy and all Federal and State laws
• Manages risk by ensuring compliance with policies, procedures and regulations and conducting initial and ongoing risk assessments
• Follows security policies and procedures to prevent Bank and customer losses
• Conducts an annual performance review for Operations staff

Deposit Operations Manager

• Leading associates and educating in complex operational issues
• Coordinating and supervising Transaction Service Representatives (TSR)
• Reporting, overtime needs, scheduling and coaching around transaction processing
• Driving high satisfaction, quality and efficiency for both clients and Fidelity

Operations Manager, Client Experience

• Support cross-functional operating model change and transformation
• Analyze data and design, develop, and deploy practical solutions
• Collaborate with business leaders to observe operations

Director, Process Improvement

• 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

• Lead the transformation of commercial operations into a strategic, data-centric growth engine by establishing the global operating model, governance, and performance cadence (e.g., QBRs/MBRs).
• Own forecasting and funnel standards to improve forecast accuracy and pipeline quality, drive change adoption across regions and segments, and evaluate shared service functions for improvement and/or in-sourcing opportunities backed by clear financial and operational justification.
• Own the commercial tech stack roadmap (e.g., Salesforce/Oracle, CPQ/quoting, analytics, enablement tools) and partner with IT/Digital to prioritize enhancements, manage vendors, and ensure scalable, well-integrated systems.
• Establish strong data governance and deploy automation (including AI where appropriate) to reduce friction across prospecting, pipeline workflows, quoting, and reporting while improving data quality and usability.
• Lead global enablement through onboarding, role-based training, and continuous learning, embedding commercial excellence frameworks (stages, qualification, account planning) supported by performance metrics and coaching routines.
• Deliver field-ready playbooks and tools that improve value selling and deal progression, and partner with finance, product, and marketing to ensure consistent sales readiness for launches, new product introductions, and pricing changes.
• Own territory design and optimization to improve coverage, resource allocation, and productivity across segments and geographies, partnering with commercial leadership to execute GTM strategies aligned to business objectives.
• Define global reporting and analytics requirements and maintain dashboards that give leaders visibility into performance (e.g., win rate, attainment, deal velocity, deal size/ASP, and segment trends).

Senior Director, Global Commercial Operations – Enablement

• Review commercial performance for all product categories to ensure revenue and profit targets are achieved
• Define and deliver against Content roadmaps, working in partnership with the Commercial Content Unit
• Work with Central Product teams to outline opportunities and requirements for Product development, in line with the Product strategy and business objectives for the North American commercial unit
• Champion the creation of Product focused Marketing activities with Acquisition and Retention teams to ensure that the Commercial objectives and performance of the business are optimized
• Report of content performance to key stakeholders on a frequent basis, including the review and optimisation of the Casino Lobby, of Branded and Exclusive content, Jackpot performance, Rewards utilisation and performance
• Track competitor game offerings, USPs, and promotions
• Liaise with Marketing and VIP on casino specific promotions and bonusing

Senior Manager, iCasino Operations

• Own end-to-end operational performance of assigned Electrify America and Electrify Canada sites post-construction
• Maximize charger availability, throughput, and overall site quality to drive revenue and customer satisfaction
• Control operating costs through effective technician utilization, vendor selection, and performance management
• Use data and operational tools to quickly identify, prioritize, and resolve site issues
• Partner with Network Specialists to escalate critical issues, coordinate cross-functional support, and drive timely resolution
• Oversee site commissioning to ensure timely delivery and strong post-launch performance
• Ensure sites remain compliant, well-maintained, and visually appealing
• Manage scopes of work, dispatch field resources, and ensure timely follow-through on identified issues
• Prioritize and route maintenance activities to improve uptime and optimize cost
• Lead resolution of outages and site issues by coordinating with internal teams and external partners
• Identify trends and address root causes to prevent repeat issues
• Act as the primary owner for site-related matters including violations, inspections, upgrades, relocations, and decommissioning
• Identify and implement process improvements to increase operational efficiency, consistency, and scalability

Regional Operations Manager

• Support and maintain recruiting workflows and operational processes within Greenhouse ATS
• Manage requisition structure, opening setup, pipeline integrity, and workflow hygiene across Talent Acquisition
• Partner with TA leadership to improve recruiting operations, candidate movement workflows, and pipeline health visibility
• Help identify, troubleshoot, and resolve workflow gaps, operational bottlenecks, and reporting inconsistencies
• Build, maintain, and validate TA dashboards, reports, and operational metrics
• Support recruiter attribution tracking, SLA reporting, pipeline health reporting, and recruiting analytics
• Audit recruiting data to ensure reporting accuracy and operational integrity across systems
• Help maintain alignment across Greenhouse, Jira, and TA reporting workflows
• Create and maintain SOPs, workflow documentation, operational guidance, and reporting standards
• Support operational audits and recruiting process governance initiatives
• Monitor recruiting operational health and proactively identify opportunities for process improvement
• Partner closely with Talent Acquisition, Staffing, People Operations, and Hiring Teams to support operational consistency
• Assist with operational rollout of new recruiting workflows, reporting structures, and process improvements
• Support change management and operational scaling efforts as TA continues to evolve

TA Operations and Systems Specialist

• Inventory and map Nava’s core internal operations across cross-functional teams and shared services; identify the highest-impact gaps and sequence improvement work accordingly
• Design and implement improved processes that reduce manual effort, increase consistency, and produce measurable outcomes; establish and maintain a living process inventory across the org
• Own the change management required to make transformation stick: build stakeholder alignment, drive adoption of new frameworks and ways of working, and bring cross-functional teams along with clarity and conviction
• Lead the evaluation and decision-making process for where Nava should build AI-powered solutions, use external tools, or optimize human-led processes; developing a clear framework for assessing readiness, ROI, and risk; ensure tooling decisions follow process design rather than precede it
• Partner with engineering, data, and operations to translate documented processes into viable candidates for automation or AI augmentation
• Track the AI and automation solutions portfolio across the Operations function, ensuring initiatives are properly scoped, measured, and integrated into the broader operational roadmap
• Stay current on emerging AI tooling and agentic workflow capabilities; bring informed recommendations to leadership on where Nava can gain leverage
• Own central operations for the Ops & Automation function: define how work is prioritized, how decisions get made, and how initiatives are tracked from scoping through delivery
• Define the operational excellence framework Nava uses to assess and score core business processes; establish KPIs and leading indicators, and stand up measurement infrastructure to monitor performance over time
• Identify which operational functions are candidates for a shared services model; design those models including ownership, SLAs, handoff points, and governance; lead phased stand-up
• Provide process and automation support to Staffing Operations as it stabilizes and scales
• Build proactive, trusted relationships with cross-functional leaders across Delivery, People Operations, Finance, and Growth; communicate progress, roadblocks, and recommendations to the VP, Ops & Automation and senior leadership with clarity and confidence
• As the function matures, opportunity to build and lead a team as the function scales; the right person will help define what that team needs to look like

Director, Central Operations – Process Optimization

• Own and manage core sales operations processes, including pipeline management, opportunity tracking, and forecasting cadence (weekly, monthly, quarterly, annual)
• Establish and enforce standardized sales processes, definitions, and workflows to ensure consistency and data integrity across the sales organization
• Partner with Revenue Operations and Business Systems to optimize CRM (Salesforce) processes, reporting structures, and system adoption
• Monitor pipeline health, including stage progression, conversion rates, and deal velocity, to ensure accurate visibility into business performance
• Support sales goal setting and quota allocation processes, ensuring alignment to revenue targets and organizational priorities
• Identify process gaps and inefficiencies, driving continuous improvement initiatives to increase scalability and seller productivity
• Lead the sales forecasting process, ensuring accuracy, consistency, and transparency through disciplined pipeline inspection and risk assessment
• Develop and maintain standardized reporting and dashboards that provide visibility into pipeline, bookings, revenue, and key performance metrics

Senior Manager, Sales Operations and Analytics

• 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

Director, Specialty Pharmacy Fulfillment Operations

• Lead business case development/ROI evaluation for future technology investments including Gen-AI
• Monitor and measure performance metrics, call trends and other analysis
• Support business case development and finance tracking across multiple workstreams
• Lead continuous due diligence and product evaluations with a focus on driving Operational Cost Reduction and Member Experience Enhancements
• Build relationships and collaborate cross functionally with key stakeholders across Caremark Operations, Finance, Digital, IT, Analytics and Enterprise Partners
• Deliver on new and timely Ad-hoc strategic requests from leadership

Senior Manager, Member Operations Strategy – Capital Management

• Design and implement Nava’s enterprise knowledge framework from the ground up: taxonomy, metadata standards, content architecture, and tooling built for both human findability and AI readiness
• Assess, maintain, and re-structure Nava’s knowledge base into a scalable base across Nava’s internal systems (Confluence, GDrive, and integrated platforms), ensuring content is structured, deduplicated, and consistently organized
• Establish and own documentation standards company-wide: content templates, review cycles, ownership models, and quality criteria
• Improve discoverability through information architecture and enterprise search optimization, so the right knowledge surfaces at the right moment across tools and workflows
• Own the strategy for making Nava’s knowledge infrastructure AI-ready: ensure content is structured, tagged, and governed in a way that supports AI tools, intelligent search, and agentic workflows
• Lead integration between Nava’s knowledge systems (Confluence, GDrive, etc) and the platforms that enable automated and AI-assisted workflows; partner with Technology and Operations to define the framework for how content is consumed by AI systems
• Stay current on emerging AI and knowledge engineering capabilities; bring informed recommendations to leadership on where Nava can gain leverage as tooling evolves
• Define and enforce governance standards for the full content lifecycle, from creation and review through archival and retirement, ensuring accuracy, compliance, and version control at scale
• Partner with subject matter experts across functions to capture and convert tacit knowledge into structured, reusable content
• Build the measurement framework for knowledge management at Nava: define KPIs for content health, usage, search success, and time saved, and track attribution back to business impact
• Build proactive relationships with leaders across Delivery, People Operations, Finance, Growth, and Operations to surface knowledge gaps and align on priorities; develop training, templates, and playbooks that enable contributors across functions to create and maintain knowledge that meets Nava’s standards
• Opportunity to build a team as the function scales, based on business need

Manager, Central Operations – Knowledge Management

• Coordinate and supervise Transaction Service Representatives (TSR) for Westlake Custody
• Responsible for direct TSR management, reporting, overtime needs, scheduling
• Provide daily coaching around transaction processing, productivity and quality
• Lead a team addressing high volume ops activity, specialized processing projects

• Leading associates, educating, and resolving complex day to day operational issues for Custody clients
• Coordinating and supervising Transaction Service Representatives (TSR) for Westlake Custody
• Responsible for direct TSR management, reporting, overtime needs, scheduling and providing daily coaching
• Addressing high volume ops activity, specialized processing projects and supporting overall process in standard goals

• Conduct operational redesign and develop and execute business strategies that increase service levels, operational capabilities, and efficiencies.
• Including oversight of pharmacy capacity, new pharmacy locations, and pharmacy redesign
• Direct and oversee Patient Services and Specialty Programs staffing requirements by analyzing trends, developing forecasts, researching business requirements, and analyzing workflows, in conjunction with WFM function
• Collaborate with IT leadership to ensure necessary systems and applications are in place to support fulfillment operations and that all operational systems are continuously evaluated for proper operation, efficiency, and tracking/reporting capabilities
• Develop and implement strategic plans for the operational infrastructure of systems, processes and personnel designed to accommodate the growth objectives and new service offerings of the organization
• 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, as well as actively participating and contributing to the Quality Oversight Review Committee
• 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, encompassing fulfillment process, packaging, shipping, and service delivery and recovery
• Other duties as assigned

• To be responsible for the technical and operational functions for multiple offices.
• Handle staffing and training needs within assigned offices.
• Responsible for budget preparation and profit and loss management for assigned office(s).
• Oversee overall operations management for all locations/offices within an area.
• Establish business plan with goals and objectives for the area and locations/offices.
• Monitor and take appropriate action on management reports relating to the area/office performance.
• Assist with the coordination of sales and client service efforts.

Vice President, Operations – Casualty

• maintaining steady state and new enhancements for existing and new models
• gathering and translating business processes into functional and technical requirements
• creating wireframes/mockups, application and enterprise reporting, user support and training
• identifying trends and issue resolution
• drive and track measurable results using agreed upon KPIs

Manager, Anaplan Systems – Operations

• Execute end-to-end billing processes in Zuora, including recurring billing, adjustments, dunning, and preparation of invoices, credit memos, and debit memos.
• Manage complex billing workbooks in Zuora and Excel, including calculating billing ranges from sales orders and supporting accurate invoicing and reconciliation.
• Create and update subscriptions in Zuora to ensure alignment with customer agreements and billing policies.
• Manage billing case intake and triage in Salesforce, partnering with Sales and Support to resolve inquiries, escalations, corrections, and adjustments.
• Perform reconciliation and validation across billing systems, identify discrepancies, and implement corrective actions.
• Partner with IT and Finance on billing system integrations and upgrades to improve billing accuracy and efficiency.
• Identify opportunities to use AI, automation, and analytics to improve billing processes, data quality, and operational insights.
• Mentor junior team members and contribute to a culture of operational excellence and continuous improvement.

Senior Analyst, Revenue Billing Operations

• Lead the company using EOS principles and L10 rhythms
• Translate vision into action through measurable scorecards and quarterly priorities
• Build alignment between Sales, Operations, and Administration
• Act as Operations Manager overseeing manufacturing, sourcing, logistics, and support
• Collaborate with the Sales Leader—aligning pricing, production schedules, and delivery commitments
• Own P&L accountability—collaborate with the shared EverLine Controller for budgeting and cash flow forecasting
• Ensure transparency with EverLine HQ for financials, product strategy, and franchisee support initiatives

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