Lead end-to-end, high-impact technical programs for Headway's Insurance platform. Coordinate cross-functional teams (engineering, product, ops, finance, compliance), own discovery through delivery, drive data rearchitecture and observability, establish repeatable playbooks and tooling, spearhead financial remediation, and communicate program status and ROI to senior leadership to improve operational efficiency and reliability.

Own and evolve Headway's CX platform: configure voice/IVR and CCaaS routing, deploy AI agent tooling, scale Zendesk/CRM/WFM/QA integrations, run technical programs, and build dashboards to measure system performance and drive operational improvements.