Oversee daily operational performance for assigned clients, manage operations teams, act as primary client contact for service delivery, handle escalations, drive process improvement using data, manage ad hoc client projects, validate iCAT results, and coordinate with Customer Care, Shared Services, and Oversight teams.

Design, build, and maintain low-code/no-code GTM automation: visual workflows for outbound and lifecycle motions, data enrichment, CRM customization, outreach sequencing, tool integrations, monitoring, and enablement to improve revenue efficiency.

Manage daily operational delivery and service for assigned defined benefits clients. Lead operations teams, handle complex participant inquiries and escalations, validate and communicate iCAT results, drive process standardization using data, manage ad hoc projects (spins, freezes, acquisitions), and coordinate with Customer Care, Shared Services, and Oversight & Excellence to improve efficiency and client satisfaction.