About this role
This role leads execution of service delivery readiness efforts to ensure frontline teams are prepared to deliver consistent, high‑quality member experiences during new product launches, service enhancements, and operational changes. Operating with a high degree of independence, the role translates business and operational changes into coordinated readiness activities that account for frontline impact, timing, and execution risk. Working cross‑functionally with Operations, Training, Communications, Technology, and Experience partners, the role ensures readiness materials, messaging, and enablement are accurate, aligned, and delivered in a way that supports effective adoption.