AVP, Customer Solutions Delivery

Key Responsibilities

• TEAM LEADERSHIP & DEVELOPMENT
• Build, mentor, and lead a team of high-performing engineers and technical professionals.
• Collaborate with cross-functional leaders as part of a Value Stream matrix to drive key business objectives in Claims, Customer Service, Business Transformation, Project Management, and Finance functions.
• Foster a culture of innovation, continuous improvement, and customer obsession.
• Develop talent pipelines and succession plans for critical technical roles.
• TECHNOLOGY STRATEGY & EXECUTION
• Leverage strategic thinking and creative solutioning to define and execute the technology roadmap for policy administration, billing, claims, and customer-service platforms.
• Drive Consistent Agile Execution Discipline Across Engineering Teams, ensuring all Customer Solutions Delivery teams maintain adherence to Kanban/Scrum practices in Jira so that velocity, cycle time, and delivery health metrics reported are reliable and consistent across teams.
• Lead cloud migration and modernization initiatives built on AWS cloud-native services.
• Champion the organization's AI-native delivery model — build focused, high-autonomy engineering pods/teams that apply AI across the SDLC to accelerate delivery, improve operational efficiency, and elevate customer experience.
• Drive build-vs.-buy-vs.-configure decisions that maximize business value.
• CUSTOMER & STAKEHOLDER PARTNERSHIP
• Serve as the primary technology liaison for business leaders across policy administration, billing, claims, and customer service.
• Translate business requirements into scalable, well-architected technical solutions.
• Build durable relationships with internal customers to anticipate and address evolving needs.
• Present technology initiatives and outcomes to senior leadership and board committees.
• OPERATIONAL EXCELLENCE
• Establish and maintain SLAs and ensure 99.9%+ availability of customer-facing systems — including portals, contact-center platforms, and provider interfaces.
• Implement DevOps best practices and continuous-delivery pipelines.
• Drive on-time, predictable delivery of platform releases and roadmap commitments through disciplined program management, dependency tracking, and proactive risk mitigation.
• Champion quality engineering practices — including automated testing, code review standards, and definition-of-done criteria — to minimize defects and reduce rework across the SDLC.
• Establish root-cause analysis and continuous-improvement processes to track defect trends, reduce escape rates, and drive down cost of rework.
• Establish and monitor KPIs for system performance, customer satisfaction, and operational efficiency.
• Oversee compliance with insurance regulatory requirements and data-privacy standards.
• INNOVATION & TRANSFORMATION
• Lead enterprise-wide digital-transformation initiatives via forward-thinking strategic planning and execution.
• Identify and pilot emerging technologies that strengthen competitive advantage.
• Drive automation to reduce manual processing and improve accuracy.
• Partner with product teams to enable new business capabilities and revenue streams.
• FINANCIAL & RESOURCE MANAGEMENT
• Manage technology budget for Customer Solutions Value Stream collaborating with other value stream leaders
• Optimize the balance between operational maintenance and strategic investment.
• Develop business cases for technology investments with clear ROI metrics.

REQUIRED

• Bachelor's degree or the equivalent years of education and experience required.
• 10+ years of progressive technology-leadership experience, including 5+ years leading multiple engineering teams at once.
• Proven track record of successful vendor management and system-integration projects, including demonstrated success in delivering large-scale digital-transformation initiatives.
• Background in customer-experience optimization and omnichannel service delivery.
• Deep expertise in AWS cloud services, microservices architecture, and API-first design.
• Experience deploying Agentic AI and AI Solutions in production environments.
• Strong understanding of policy-administration systems, billing platforms, and claims-processing workflows.
• Excellence in stakeholder management and the ability to influence without direct authority.
• Outstanding communication skills, translating technical concepts for business audiences.

PREFERRED

• Long-term care, life insurance, annuities, or health-insurance operations experience.
• Experience in insurance, financial services, or another highly regulated industry preferred.
• Knowledge of insurance regulatory frameworks (HIPAA, state insurance regulations).
• Relevant certifications — AWS Solutions Architect, PMP, or similar.