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The Senior Manager, AI Performance & Operations is responsible for the performance and improvement of AI workflows, incident response, designing evaluation systems, and stakeholder communication.

Lead development of AI systems that monitor and evaluate millions of member interactions, drive performance of high-volume voice and chat agents, and build coaching workflows and visualizations to improve frontline and AI agent outcomes. Embed with frontline teams, scale reusable frameworks across functions, and manage a small team of operators and agent builders to ensure adoption and impact.

Manage day-to-day operations of the Risk Adjustment External Audit program across Retrieval, Evaluation, and Submission workstreams. Improve processes, support cross-functional audit responses, build AI-native KPI monitoring, analyze data, communicate risks and status to stakeholders, and support special projects to drive operational excellence.

Support daily cash management and liquidity across corporate and regulatory entities by processing ACH files, wire transfers, and bank reporting. Reconcile daily bank reports, assist monthly close and audit preparation, maintain treasury documentation, and recommend banking services and controls. Participate in strategic projects and automate treasury processes using AI tools.