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.

Lead development, monitoring, and support of underwriting logic and data for an instant-decision platform. Perform audits, analyze underwriting metrics and data vendor integrations, run UAT, inform carrier implementations, and contribute to product and platform improvements with strong risk management and automation focus.