- Own the strategy and execution plan for a vertical, aligned with Care’s strategic priorities.
- Diagnose performance gaps and translate them into a clear, actionable roadmap.
- Define operating models, process needs, and automation opportunities to scale sustainably.
- Manage measurable outcomes such as member satisfaction, resolution quality, productivity, and cost-to-serve.
- Write problem statements and decision docs to align stakeholders across Product, Data, and Engineering.
- Lead a vertical as an area, providing coaching and feedback to Care Ops and Care Specialists.