• Ensure seamless, compliant onboarding from first interest through clinical engagement • Build efficient pathways that connect patients, clinicians, and support teams with clarity and speed • Deliver exceptional service and outcomes to our partners, meeting defined SLAs and fostering trust. • Optimize provider capacity, scheduling, and experience through well-designed systems and support • Develop and implement forecasting models, capacity plans, and performance analytics that guide data-driven operational decisions • Work cross functionally to build the operational frameworks, workforce models, and technologies required to support a patient population significantly larger than today while maintaining margin discipline and service excellence • Lead the shift to an omni-channel, patient-preferred experience incorporating chat, voice, messaging, and automation while maintaining NPS and an empathetic interaction style with patients • Cultivate a culture of leadership, resilience, accountability, and continuous learning • Lead operational change management efforts that strengthen our adaptability, transparency, and cross-functional alignment during rapid growth