• Assume ultimate accountability for your team’s outcomes. Articulate a clear and compelling vision and strategy for member experience and trust, align leadership and stakeholders to that plan, define and implement rigorous metrics to assess progress, and clearly articulate impact. • Proactively identify and champion strategic initiatives that optimize member trust, activation, and retention while driving business value and operational efficiency. Make resource and investment decisions to maximize strategic impact. • Serve as the team’s subject matter expert on member engagement: deeply understand member needs, member-provider touchpoints, vendor landscapes, and regulatory constraints that affect product decisions. • Run a highly effective, outcome-driven team. Autonomously align teams around outcomes, remove or escalate blockers, launch, measure, and iterate until you drive impact. Communicate plans and progress clearly and know when to double-down vs. pivot. • With engineering counterparts, facilitate technical and architecture conversations related to web/mobile stacks, messaging/SMS gateways, identity & authentication, and API-driven integrations with internal and external systems. • Own instrumentation, experimentation, and measurement. Partner with analytics to design A/B tests, own funnel metrics, and use data to guide product tradeoffs. • Drive vendor selection, vendor management, and phased migrations off legacy systems when necessary. Balance contract, technical, and operational tradeoffs. • Build AI-forward member experiences. Partner with Engineering, Data, and AI teams to design safe, helpful, and measurable AI engagement patterns (e.g., LLM-driven concierge, personalized messaging, intelligent routing). Ensure AI features are explainable, auditable, and aligned with member trust goals. • Mentor and influence peers across product and the broader org, sharing best practices and raising product craft.