Responsibilities

• Shape the Care operating model, including the mix of internal teams, BPO partners, and AI agents
• Lead cross‑functional program teams across operations, AI/agentic Care, training, and quality
• Model Care unit economics and recommend deployment strategies for AI vs. human workforce
• Own the AI agent roadmap, including voice/chat agents, agent‑assist copilots, and automated triage
• Establish evaluation and quality frameworks for AI agents, including red‑teaming and human review
• Manage safety, compliance, and PHI handling for AI agents in CMS‑regulated programs
• Set vendor strategy, including partner selection, RFPs, and contract negotiations
• Direct Workforce Management strategy across humans and AI agents
• Own the Care technology roadmap, including Salesforce, Zendesk, and AI agent stacks
• Define key metrics such as deflection rate, AI containment, and cost‑per‑resolu...