• 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.