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Big Data • Fintech • Information Technology • Insurance • Software
Lead and mentor a team of Customer Care Advisors to resolve complex customer and agent issues, manage escalations, conduct QA, analyze performance, implement process improvements, run projects, and represent the team in cross-functional meetings to drive overall CX performance and efficiency.
Big Data • Fintech • Information Technology • Insurance • Software
Own operational reporting, diagnostic analysis, capacity planning, platform administration, system changes, process improvement, and cross-functional program execution. Partner with Product, Engineering, workforce planning, vendors, training, and quality teams to improve operational performance. Lead accountability mechanisms, roadmap alignment, AI and automation initiatives, and scaled delivery while mentoring teammates and influencing without formal authority.
Big Data • Fintech • Information Technology • Insurance • Software
Lead a hands-on IAM engineering team building scalable authentication and authorization services for multi-tenant enterprise customers. Shape architecture, write production Go code, review changes, manage on-call operations, and own observability, reliability, and security. Recruit and develop engineers, manage roadmaps and delivery, partner with product and enterprise stakeholders, and drive identity platform initiatives including SSO, provisioning, policy enforcement, token strategy, and regulatory auditing. Promote responsible AI coding-tool adoption and maintain high engineering standards.
