Senior Director, Quality, Reinforcement and Performance Insights - Remote

Reporting to the Operations Enablement Managing Director, the Senior Director of Quality, Reinforcement and Performance Insights provides strategic leadership for defining how quality performance is measured, reinforced, and sustained across Customer Operations and Coverage Review Operations. This role owns the operation’s quality system, ensuring quality expectations are consistently translated into execution, insight, and sustained performance outcomes in service of customer experience, operational execution, and business results across both human advocate interactions and technology enabled servicing, including AI assisted and agentic experiences. The Senior Director owns the operational reinforcement focus, equipping frontline leaders with the routines, tools, and feedback loops needed to reinforce changes as they land in production, and partnering with teams to follow performance strategies through implementation to understand impact and drive sustained adoption.

The Seni...