• Lead, mentor, and develop leaders across Ancillary Member Services, including managers, specialists, and program owners • Establish clear ownership models, career pathways, and professional development plans for ancillary service teams • Provide strategic oversight of Complaints & Grievances (C&G), ensuring timely resolution, regulatory compliance, and root-cause prevention • Lead Prevention and Control initiatives focused on reducing repeat issues, escalations, and service failures • Oversee Alternate Transportation programs to ensure continuity of care when standard transportation options are unavailable • Provide leadership support for additional ancillary functions including Focus Member programs, Facilities support, Quality Assurance, and Training • Design, document, and continuously improve end-to-end operational processes, workflows, and SOPs across ancillary service programs • Analyze operational, quality, and grievance data to identify trends, root causes, and systemic gaps in current processes • Partner with Quality Assurance to translate audit findings and quality trends into corrective and preventive action plans • Establish, monitor, and report on KPIs related to quality, compliance, resolution effectiveness, and program outcomes • Champion a member-first approach with a focus on empathy, accessibility, and proactive issue prevention • Partner with Training leaders to ensure onboarding, upskilling, and refresher programs address identified performance and process gaps • Collaborate cross-functionally with Product, Operations, Compliance, and Technology to improve workflows, tools, and scalability • Use data-driven insights to inform staffing models, capacity planning, and long-term program design • Build and manage budgets, staffing plans, and resources aligned with service demand and growth • Serve as a subject matter expert in client-facing and regulatory conversations related to Ancillary Member Services