• Design, build, and evolve customer support offerings aligned with organizational goals. • Develop scalable operational frameworks to support member growth. • Lead continuous improvement initiatives. • Identify operational gaps and implement high-impact process improvements. • Oversee day-to-day member support operations. • Define and monitor KPIs (SLA, CSAT, resolution time, quality metrics). • Analyze member interaction trends to drive improvements. • Ensure high-quality, empathetic, and compliant member engagement. • Partner with clinical teams to streamline workflows and scheduling operations. • Develop and maintain policies and SOPs for support and operational processes. • Ensure alignment across scheduling, billing, and vendors. • Leverage data analytics to identify trends, optimize performance, and forecast demand. • Build dashboards and executive-level reporting. • Translate insights into operational strategy and action plans. • Support AI-driven automation to improve efficiency and scalability. • Assist in managing workforce planning and scheduling systems. • Help forecast staffing needs based on demand and growth. • Contribute to optimizing resource allocation and capacity planning. • Able to support third-party vendors. • Lead cross-functional collaboration with Clinical, Finance, Product, and Engineering. • Billing operations for accuracy and efficiency. • Quality audits on processes. • Be actively involved in the deployment and integration of new tooling solutions. • Help drive efficiency into processes and help build a scalable framework