Owns end-to-end member experiences across partner programs, improving journeys, operational efficiency, partner performance, and business outcomes. Responsibilities include analyzing processes and metrics, identifying friction, coordinating cross-functional initiatives, managing operational readiness, establishing governance and service standards, leading issue resolution, developing dashboards, and serving as the liaison between internal teams and external partners. The role also supports business cases, program evaluations, compliance, and strategic partnership growth initiatives.

Leads organizational resilience and second-line oversight of the Business Continuity Program. Responsibilities include developing business impact analyses and recovery plans, coordinating disaster recovery and critical process testing, leading incident response and tabletop exercises, validating vendor and technology recovery results, reporting risk metrics to executives, supporting regulatory examinations, and advancing continuity program maturity. Requires extensive business continuity, incident response, disaster recovery, or project management experience and collaboration across business, technology, executive, audit, and regulatory stakeholders.