Teams at CareSource

Analyzes member and provider feedback, call drivers, sentiment, and behavioral trends to improve customer experiences and call-center efficiency. Builds dashboards, scorecards, executive reports, and visual narratives; develops conversational AI solutions using Microsoft Copilot Studio and Power Platform; researches industry benchmarks; and partners cross-functionally to implement and monitor measurable service improvements.

Administers and governs the product lifecycle management platform, including configuration, workflows, security, access, releases, enhancements, reporting, and data health. Owns the platform roadmap and backlog, coordinates vendors and technology teams, supports audits and regulatory needs, and provides advanced user support and training. The role identifies automation and adoption improvements while maintaining governance, documentation, operational metrics, and platform support processes.

Leads a site reliability engineering team and owns the reliability, observability, automation, and AI-enabled operations roadmap. Establishes SLOs, SLIs, error budgets, and reliability metrics while advancing self-healing systems, AIOps, CI/CD, chaos engineering, incident response, capacity planning, and ITSM/ITOM integrations. Develops engineers, manages vendors, partners with security and governance teams, and drives adoption of engineering-led reliability practices across technology organizations.