• Supports Primary Sales / Operations with customs brokerage customer accounts, revenue retention, and churn reduction to maintain revenue levels • Provides customs brokerage product expertise and input during solution development, contract negotiation, statement of work, and pricing agreement to maintain competitiveness and profitability • Participates in customer meetings and quarterly business reviews to provide leadership and strategic vision as related to customs brokerage impact on long-term partnerships • Ensures standard operating procedures and key performance indicators are managed effectively to meet UPS goals and to ensure customer satisfaction • Advises customers on supply chain improvement opportunities and works collaboratively with other teams to develop solutions which reinforce the UPS value-added proposition • Assists others to ensure UPS meets client customs brokerage performance goals and expectations while minimizing negative impacts to other departments • Gathers and shares customs brokerage customer service best practices • Reviews customs brokerage service standards with customers to reach agreement on service levels and to retain business and manage organic growth • Provides excellent customs brokerage service to increase customer satisfaction • Coordinates with other teams to conduct business and customer review meetings

• Monitor daily performance metrics for the AI system, including success rates, failure rates, and handoff trends—especially following releases or new plan launches • Use data to develop and test hypotheses to improve system performance and member experience • Diagnose production issues and member complaints by listening to calls directly in the AI platform, identifying root causes, and coordinating resolutions • Lead post-launch monitoring windows to validate performance and catch issues early, combining dashboard analysis with direct call listening. • Understand SafeRide API capabilities and limitations, and recommend specific enhancements needed to deliver required outcomes • Intake health plan SOPs from internal stakeholders and translate them into clear, AI-compatible requirements for implementation • Review UAT packages from the AI vendor, testing end-to-end call flows, identifying bugs, and providing go-live sign-off • Manage phased rollouts across health plans, tracking readiness, dependencies, and rollout sequencing • Serve as the primary internal point of contact for AI system updates, issues, and launches, providing clear, audience-tailored communication to leadership, operations, and growth teams • Act as the primary partner to the AI vendor, managing bug fixes, feature development, UAT, and launch execution • Maintain accurate, up-to-date plan configuration documentation as a source of truth for active plans, credentials, and routing logic • Partner closely with internal AI, operations, and growth teams to align on priorities, support implementations, and drive adoption of new capabilities.

• Lead and communicate the product vision and strategy in alignment with company objectives. • Manage the full product lifecycle from discovery to launch and iteration. • Collaborate closely with software engineers, designers, data, and marketing teams to deliver high-quality products on time. • Analyze market trends, customer feedback, and product performance to guide decision-making. • Prioritize product features and enhancements based on business impact and customer value. • Mentor and inspire the product team, sharing best practices and helping elevate the team's capabilities. • Influence key stakeholders, including executives, to align and drive support for product initiatives. • Identify new product opportunities and stay ahead of emerging technologies.

• Develop and articulate a long-term hosting strategy for microservices across multi-cloud environments. • Define product vision, roadmap, priorities, and success measures for application hosting capabilities. • Align hosting strategy with enterprise modernization, cloud transformation, and platform engineering initiatives. • Lead the evolution of core hosting components such as container platforms, orchestration, service mesh, networking, autoscaling, observability, and release governance. • Identify and prioritize enhancements to support workload efficiency, resiliency, security, and cost optimization. • Partner with engineering teams to ensure hosting capabilities meet developer and operational needs. • Author, refine, and prioritize stories and epics focused on delivering incremental value to platform consumers. • Define and track KPIs such as deployment speed, platform reliability, customer adoption, and hosting cost effectiveness. • Conduct discovery, backlog refinement, and agile ceremonies to support continuous value delivery. • Partner with cloud architects, security leaders, infrastructure engineering, and application teams to ensure hosting capabilities align with technical and business requirements. • Work with developer experience teams to enhance documentation, onboarding, and self-service workflows. • Communicate product vision, roadmap progress, risks, and adoption plans to leadership and partner teams.