• Serve as the primary operational point of contact for strategic partners, leading recurring operational reviews and performance syncs • Foster a culture of accountability, continuous improvement, and "partner-first" thinking across operational teams • Establish and maintain accountability by tracking partner-identified action items and driving timely execution • Ensure transparency into operational performance, risks, and improvement initiatives. • Act as the Voice of the Partner with Product and Engineering teams, advocating for partner-specific feature enhancements and infrastructure needs • Translate partner business requirements into clear technical and operational inputs to ensure roadmap priorities address real-world operational challenges • Develop data-driven narratives that translate operational metrics into strategic insights for Quarterly Business Reviews (QBRs) and executive briefing • Influence stakeholders through clear storytelling, executive presence and fact-based recommendations • Confidently present strategies, performance updates, and recovery plans to both C-Suite internal leaders and external partner stakeholders • Serve as the final escalation point for complex, high-risk partner issues, navigating gray areas to find win-win solutions • Identify systemic operational gaps and implement long-term structural fixes rather than temporary patches • Work collaboratively with internal and external stakeholders to resolve any operational issues • Design and refine operational processes that maximize throughput in claims and minimize call center wait times while preserving quality and empathy. • Lead, coach and develop teams to ensure consistent, high-performing daily operations • Optimize workforce management to effectively balance peak demand and service levels • Drive scalable solutions that support growth without compromising the partner or customer experience • Other duties and projects assigned • Travel as necessary