• Responsible for managing an application development team, including staffing, work assignments, performance management, and employee development • Develop and prioritize project plans and requirements, ensuring compliance with IT policies, security, and regulatory requirements • Manage moderate to large sized projects, including those involving multiple technologies and complex business functionality • Establish and maintain communications and working relationships with other departments across the enterprise • Provide design input and implementation supervision on complex software development projects • Provide guidance to staff regarding work procedures, code reviews, unit tests, security scans • Transfer system knowledge to junior team members and provide coaching • Lead team in collaboration on projects and customer issue resolution • Determine work requirements, priorities, and best use of resources • Perform administrative duties of enterprise applications and systems • Architect, develop and test new applications • Monitor and measure individual performance and provide feedback and training • Mentor staff for continued growth of employee skills • Hold regular meetings with direct reports to discuss goals and review performance • Evaluate each goal, behavior, and skill set • Participate in the hiring of new employees • Perform other related duties and responsibilities as assigned

• Organize, develop, and mentor a team of PIP claims adjusters. • Assign and prioritize workload to ensure timely and accurate claims processing. • Conduct regular team meetings to provide updates, address concerns, and promote a collaborative work environment. • Review complex or high-value PIP claims for accuracy and compliance with company policies and state regulations. • Provide guidance and expertise to claims adjusters on challenging cases. • Monitor claims progress to ensure timely resolution and adherence to service level agreements. • Implement and maintain quality assurance processes to ensure claims accuracy and compliance. • Conduct audits and provide constructive feedback to claims adjusters for continuous improvement. • Develop and deliver training programs to enhance the skills and knowledge of claims adjusters. • Collaborate with customer service teams to address customer inquiries and concerns related to PIP claims.

• Manage the customer service team (L1 and L2), overseeing performance, daily routines, and employee development • Ensure monitoring and progress of operational requests, guaranteeing deadlines and quality in handling • Support the team in resolving more complex incidents and operational critical issues • Monitor performance indicators (KPIs) and propose actions for continuous operational improvement • Organize and distribute incoming requests among the team • Ensure compliance with processes and operational standards • Interface with internal teams and partners to align and advance requests • Participate in operational meetings to ensure activity alignment and set priorities • Support identification of improvements in processes and operational routines • Track ticket volumes and manage queues and deadlines • Act as the operation's focal point, supporting the team in resolving requests and ensuring smooth execution of activities • Monitor and ensure the quality of service, working on continuous process improvements • Contribute to internal and external communication, promoting alignment between the team, departments, and partners

• Lead the complaint resolution function, overseeing a team of resolution specialists • Ensure resolution processes are consistent, compliant with HIPAA, CMS, TDI, and internal policy standards, and continuously improving • Serve as the primary cross-functional liaison between the contact center, Legal, Compliance, Quality Assurance, and Operations • Act as the final escalation point for the most complex and sensitive member issues • Direct and supervise team research and analysis of all incoming member and provider complaints to determine root causes and appropriate corrective actions • Develop, implement, and continuously refine resolution methodologies and SOPs for complex member issues • Maintain integrity of the complaint tracking system; ensure all complaint details, investigation steps, resolutions, and follow-up activities are documented • Ensure all complaint-handling procedures adhere to internal policies and applicable regulations • Design and manage proactive member and stakeholder follow-up processes to confirm resolution satisfaction and mitigate issue recurrence • Generate and formally present comprehensive reports on complaint trends, resolution cycle times, and compliance metrics to senior leadership • Develop and oversee the contact center QA program, including call monitoring, transaction review, scoring calibration, and SOP maintenance • Coach, develop, and performance-manage resolution team members; drive process improvement using Lean, Six Sigma, or similar methodologies