• Recruit, hire, lead, coach, and support a geographically dispersed team of Field and Virtual Service Representatives. • Conduct regular field rides and ride-alongs to observe customer engagements, reinforce strategic messaging, provide real-time coaching, and ensure consistent execution of program objectives. • Serve as the operational liaison between field teams, internal stakeholders, and client leadership. • Monitor program performance metrics and partner with senior leadership to ensure goals and timelines are achieved. • Identify operational challenges and implement solutions that improve efficiency and service delivery. • Oversee onboarding, training, and performance management to ensure team readiness and compliance. • Support quality improvement initiatives designed to strengthen field effectiveness. • Complete administrative responsibilities accurately and on time (time reporting, system updates, summaries). • Ensure adherence to HIPAA guidelines and all compliance standards.