Owns outsourced member experience operations across BPO partners, sites, and omnichannel support channels. Leads senior CX leaders, establishes performance and operating frameworks, improves workflows and SOPs, analyzes operational data, and drives accountability, quality, staffing health, and customer satisfaction. Partners cross-functionally with Product, Engineering, Pharmacy, QA, and Strategy while implementing CRM automation, AI-enabled tools, change management, and scalable process improvements.