• Tracks issue resolution trends, reporting insights, and tool metrics to drive accurate issue resolution • Implements tools, reporting, and metrics to drive high-quality issue resolution and regularly communicates trends to executive leadership • Resolves escalated, executive, and high-complexity issues • Collaborates with the leadership and analytics teams to inform strategy for issue resolution • Designs and documents processes that deliver customer-focused solutions while mitigating risk and maintaining compliance with industry trends and regulations • Ensures smooth transitions between involved teams by evaluating tools and processes with third-party administrators (TPA) • Drives continuous process improvement and cross-functional problem solving using internal metrics and analytics and industry best practices • Manages team training and development and procedure enhancement to support timely issue resolution • Tracks individual and overall performance by quantitative and qualitative measurements and provides feedback and direction to the team • Monitors daily operations, revises and enhances staffing policy; collaborates with operations leaders on capacity and demand modeling • Performs other functions, duties, and projects as assigned