Sagent

• Conduct in-depth research and data analysis of the business landscape, ensuring a comprehensive understanding of complex requirements. • Translate business requirements into detailed user stories, system specifications, data requirements, and technical solutions. • Facilitate requirements workshops and collaborate with Product Managers, Architects, Data Engineers, and Software Engineers. • Conduct business process analysis, workflow optimization, root cause analysis, and impact assessments. • Lead data mapping efforts for system conversions, ensuring accurate translation between source and target systems. • Analyze source and target data models, identifying data gaps and defining transformation logic. • Work closely with stakeholders to validate mappings, perform data cleansing, and support user acceptance testing. • Evaluate analytical solutions and recommend improvements to reporting architecture and data accessibility. • Provide guidance regarding servicing workflows, business rules, operational impacts, and regulatory considerations associated with technology and data initiatives. • Collaborate effectively at all levels and across departments, fostering cross-functional cooperation and communication. • Serve as a liaison between business stakeholders, data engineering teams, solution architects, product management, and software engineering to ensure data accuracy, integrity, and security.

• Review and document status of accounts and initiate telephone contact with insurance companies and repossession agents • Review, cancel and file claims against ancillary insurance products • Manage customer warranty and Gap Claims • Total Loss vehicle processing • Consumer data entry • Impound repossession handling • Prepare correspondences on delinquent accounts requiring special handling including contacting members by USPS mail, certified or email • Establish and monitor payment plans • Review and make recommendations for repossessions • Adhere to all laws, rules, regulations, policies, procedures, and internal controls specific to the job functions • Answer incoming vendor communications (i.e., phone, emails, faxes, etc.) • Perform other job-related duties as assigned

• Lead by example through high-quality design execution while acting as a senior design voice across product teams • Mentor and guide designers, influencing team output, consistency, and decision-making • Contribute to the Figma design system to support a growing enterprise ecosystem • Standardize workflows for contribution, governance, and adoption of new design patterns, driving alignment across product and engineering teams • Identify opportunities for AI-driven automation and decision support while designing data-driven, rules-based systems • Balance usability, business constraints, and technical feasibility to deliver effective system-level solutions • Partner with product and engineering to refine requirements, shape solutions, and ensure design decisions are feasible and scalable • Translate technical and AI capabilities into practical, user-centered experiences

• Collaborate across teams in a fast-paced and dynamic, including Customer Success, Product, and Engineering to ensure successful client implementations • Conduct discovery sessions with clients to understand business needs. • Document functional and non-functional requirements. • Translate business requirements into SaaS solution capabilities. • Collaborate with product and implementation teams to tailor configurations. • Serve as the liaison between the customer and internal teams. • Provide regular updates, manage expectations, and facilitate decision-making. • Analyze current customer workflows and identify gaps. • Recommend process improvements aligned with SaaS capabilities. • Assist in creating user guides and training materials. • Support onboarding and training sessions for end-users. • Validate system configurations against business requirements. • Define UAT scenarios and success criteria. • Coordinate UAT execution, triage issues, and provide feedback. • Help customers adapt to new workflows and system changes. • Identify and mitigate adoption risks. • Ensure all implementation tasks are completed before launch. • Support cutover planning and execution. • Triage and resolve post-launch issues. • Coordinate with support and engineering teams as needed. • Maintain accurate records of requirements, decisions, and configurations. • Ensure knowledge transfer to support and account management teams.

• Handle Customer Service Tasks: Payments, due dates, payoffs, and account updates. • Process ACH Requests and provide payoff quotes • Perform soft collections: (1-45 days past due) and set up repayment plans • Use Skip Tracing tools to locate and update customer information • Metrics for Success: Quality: 90% + customer interaction score • Adherence: 92% + to scheduled shifts and breaks • Efficiency: Average handle time under 400 seconds

• Apply a strong theoretical knowledge base to set and achieve goals through independent and influential work. • Demonstrate specific functional expertise, typically gained through experience and formal education. • Provide advanced technical leadership and guidance as a project manager, leveraging extensive technical expertise. • Manage the entire life cycle of a technology/digital product, including purpose, definition, design, planning, development, prototyping, and testing. • Apply design thinking techniques, such as user stories, wireframing, and prototyping, to define product features. • Develop the product roadmap based on effort sizing and overall value to the business. • Frequently engage with development teams and business stakeholders for sprint reviews and feedback sessions. • Collaborate closely with cross-functional teams to ensure alignment with product development goals. • Utilize team scrum/agile development techniques, including continuous delivery and field trials. • Leverage tools for team collaboration, product testing, issue tracking, and backlog management.

• Operate and improve multi-region GKE clusters hosting hundreds of microservices across multiple environments from development through production • Manage the Kubernetes platform layer: Istio service mesh, cert-manager, external-dns, RBAC, HPA/KEDA autoscaling, HashiCorp Vault secret injection, and Helm-based deployments • Develop and maintain Terraform modules across multiple IaC repositories covering GKE, networking (Shared VPC, Cloud NAT, Private Service Connect), Cloud SQL, Cloud Storage, Dataproc, Cloud Composer, Vault, and web hosting • Maintain and extend Azure DevOps CI/CD pipelines using shared Terraform templates with multi-environment deployment workflows • Support Confluent Kafka infrastructure including Connect workers with JDBC source connectors, consumer group health monitoring, and Kafka-lag-based autoscaling with KEDA • Manage Redis Enterprise clusters on Kubernetes with operator-managed lifecycle and replication • Operate the observability stack: Grafana Cloud (Alloy, Loki, Mimir, Tempo, Pyroscope via Private Service Connect), kube-prometheus-stack, Google Managed Prometheus, OpenTelemetry Operator/Collector, Beyla, and Kubecost • Harden cluster security posture: NetworkPolicies, Pod Security Standards, admission policy enforcement, CrowdStrike Falcon, Lacework, kube-bench, and cert-manager with Let’s Encrypt ACME • Support data infrastructure including Cloud SQL (PostgreSQL), Dataproc (Spark), Cloud Composer (Airflow), Matillion CDC pipelines, Snowflake, and BigQuery • Manage DNS across multiple providers (Azure DNS, Cloudflare, GCP Cloud DNS) via external-dns, and support Azure APIM and Cloudflare CDN/WAF • Partner directly with application development teams to troubleshoot deployment failures, tune resource limits and autoscaling, and resolve Kafka consumer lag and connectivity issues • Contribute to the Internal Developer Portal (Backstage) and internal CLI tooling that enables self-service for product engineers.

• Lead and manage a data team providing guidance, direction, and support to achieve team goals and objectives. • Conduct performance appraisals, pay reviews, and training and development activities to enhance team performance and capabilities. • Define and execute the strategic direction of data architecture initiatives, aligning with business objectives and priorities. • Drive innovation in data practices and technologies to support business growth and scalability. • Partner with implementation and client success teams to support onboarding of customer data into the platform, ensuring data is accurately mapped, validated, and available for downstream use. • Own the technical delivery of customer-facing data integrations, establishing repeatable patterns that scale across new clients and product configurations. • Establish data standards, governance routines, and data quality monitoring controls to ensure data integrity and compliance with regulatory requirements. • Implement and enforce policies and procedures for data management and access.

• Apply a theoretical knowledge base to strategically manage and achieve project goals through individual efforts. • Maintain precise control over project schedules, risks, scope of work, and budgets, ensuring clarity for operational teams and subcontractors regarding customer requirements. • Build and nurture strong customer relationships, providing day-to-day advice and support. • Serve as a primary point of contact for customers, addressing inquiries, resolving issues, and ensuring overall satisfaction. • Actively promote the organization's capabilities to customers, identifying potential sales opportunities. • Forward identified sales opportunities to account managers and contribute to achieving contract extensions or additional business within assigned accounts. • Manage contracts involving both short- and long-term service commitments. • Handle contracts that vary significantly in value and strategic importance, ensuring compliance and customer satisfaction.

• Build and align work to defined testing processes • Own various testing procedures such as functional testing, regression testing, sanity & smoke testing for each release cycle of the product • Drive a feedback loop mechanism to ensure the best software development practices are followed to improve overall quality • Perform analysis of upcoming releases to understand the requirements from the perspective of completion, testability, and ease of understanding • Perform test results analysis, post execution of testing, and provide feedback on areas of improvements in quality • Perform defect trend analysis during and after release and provide detailed report on risks and lessons learned • Provide QA Testing estimates for new releases based on QA lifecycle • Create test strategies for planned releases • Act as gatekeeper and sign off on all releases that are ready for production or Product Team’s Testing (or any internal / client testing) • Be an advocate of automation, responsible for maintaining the existing test automation framework and improving it on regular basis • Responsible for augmenting automated test cases after every release to maximize the benefits of test automation