• Serve as the senior operational leader for ComPsych's largest partner relationships, ensuring alignment between client expectations and operational execution. • Build and maintain trusted relationships with partner stakeholders, acting as the primary point of escalation and strategic consultation. • Lead business reviews, performance discussions, and operational planning sessions with partners. • Identify opportunities to strengthen partnerships, improve service delivery, and drive mutual business value. • Provide strategic leadership and oversight for call center and claims operations, ensuring consistent achievement of service, quality, productivity, and compliance objectives. • Establish clear performance expectations, accountability standards, and operational goals across all teams. • Monitor operational performance through data analysis, reporting, and key performance indicators (KPIs) to drive informed decision-making. • Lead operational results across call center and claims functions, holding Team Leaders accountable for key metrics including call quality, average handle time, first-contact resolution, claim accuracy, and claim cycle time. • Analyze performance data, customer trends, and operational insights to identify improvement opportunities, recommend enhancements, and implement solutions that increase efficiency, effectiveness, and service quality. • Drive a culture of continuous improvement by identifying process optimization opportunities, reducing operational inefficiencies, and enhancing the customer experience. • Partner with cross-functional stakeholders to implement operational initiatives, improve business outcomes, and support organizational objectives. • Drive proactive issue resolution and risk mitigation to ensure uninterrupted service delivery. • Lead, coach, and develop a team of Team Leaders responsible for frontline operational teams. • Foster a high-performance culture focused on accountability, engagement, continuous learning, and customer-centricity. • Support leadership development, succession planning, and talent management initiatives. • Promote collaboration across functional teams to achieve organizational objectives. • Identify, prioritize, and implement process improvements that enhance efficiency, quality, and partner satisfaction. • Lead operational transformation initiatives designed to simplify workflows, reduce manual effort, and improve service outcomes. • Champion a culture of innovation and continuous improvement throughout the organization. • Own an AI-informed operational roadmap for partner operations, setting the strategic direction for how AI will be used to improve outcomes, reduce cost, and strengthen ComPsych's competitive position with our two largest partners. • Use predictive analytics and AI-generated insights to drive proactive decision-making: getting ahead of partner risk, anticipating member needs, and resolving issues before they surface as client escalations. • Redesign call center and claim center processes from the ground up where AI enables a fundamentally better approach not incremental improvement, but a shift in how the work gets done and how outcomes are measured. • Partner with senior leadership to shape the broader AI strategy for the operations function, contributing lessons learned and scaling what works across the organization. • Ensure operational adherence to all regulatory, contractual, and organizational requirements. • Maintain strong controls, policies, and procedures that support quality, compliance, and risk management. • Lead audit readiness efforts and address compliance-related concerns proactively. • Demonstrated ability to multi-task and prioritize in order to produce efficient and effective results in a timely manner. • Supports the mentoring of Behavioral Health staff in the Canada office, as needed. • Must have ability for a flexible schedule to handle on-call crisis services. • Performs other duties as assigned.