• Lead and oversee the strategy and value realization of initiatives focused on enhancing member experience, operational efficiencies, and representative satisfaction. • Prioritize and execute features and future state functionalities that meet budget commitments in terms of spend and committed values. • Guide and influence the CRM direction to ensure the appropriate operational requirements, processes, and data are accounted for to ensure outcomes and end user acceptance. • Must think and act strategically to drive transformative changes. • Align and manage objective and key results (OKRs) for strategic initiatives, oversee a cadence of tracking relevant metrics in an objective and efficient way to measure the status of delivery. • Business case development, sourcing the backlog, problem statements, partner with operational stakeholders to gather requirements and value propositions. • Balancing capital allocations against operational, client, and OKR’s. • Works collaboratively with a diverse group of business partners and objectives across the PBM. • Serve as the central point of contact for the CRM/Compass platform to partner across business and technology partners to ensure alignment, manage deliverables, and partner in thought leadership. • Drive member and agent satisfaction targets through thoughtful and purposeful selection of best in class platform features and functionality.