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Manage policy amendments, customer inquiries, payments, records, shared mailboxes, group enrollment changes, and reporting. Provide accurate, timely service through phone and written communications while meeting service levels. Collaborate with Policy Services and Claims teams, support administrative tasks, and participate in team projects. Full training is provided in a remote-first environment.

Designs intuitive, accessible websites and user experiences through research, personas, journey maps, wireframes, prototypes, information architecture, and interaction design. Collaborates with product, engineering, QA, and stakeholders to deliver developer-ready specifications and validate implementations. Contributes to responsive front-end development using HTML and CSS, troubleshooting presentation and usability issues across desktop and mobile platforms.

Leads enterprise operational transformation and continuous improvement initiatives, applying Lean and Six Sigma to redesign processes, reduce complexity, improve productivity, and deliver measurable savings. Partners with the COO, operational leaders, EPMO, technology teams, and vendors on implementation roadmaps, automation, AI enablement, change adoption, governance, and benefits realization.

Integrate operational data into enterprise data warehouses; design, optimize, and support SSIS ETL pipelines; develop SSRS and Power BI reporting solutions and reusable data models; deliver data migrations and self-service extracts. Design production AI/ML solutions using Python, OCR, AWS Bedrock, and Claude, including multi-agent LLM implementations. Partner with stakeholders, lead code reviews, mentor developers, and support production BI deployments.

Manage travel assistance cases from intake through resolution, respond to member and client inquiries, coordinate with internal teams and service providers, document case activity, assess and escalate issues, provide status updates, prepare case summaries, and conduct shift-change briefings in a 24/7 operational environment.