• Lead the transformation of the Claims operational model into an AI-native ecosystem. • Design, implement, and continuously optimize a hybrid operating model that blends AI agents and human operators. • Partner with operational leaders to reimagine service delivery through AI-native design principles. • Define orchestration models and accountability frameworks for hybrid human–AI work. • Implement monitoring frameworks to track AI agent performance, data quality, cost, and drift. • Collaborate with compliance and risk partners for safe AI use. • Partner closely with Product, Engineering, and Data teams. • Build programs to elevate AI fluency across the Claims organization. • Lead pilots and structured experiments to test new agentic patterns and workflows. • Define and track KPIs for human–AI collaboration.