Operations Support Architect, Member Experience

Support channel optimization and maturity roadmap across self-service, live assistance, proactive/outbound support, and community, aligning the channel mix to customer segments, intents, SLAs, and cost-to-serve targets. Beginning with deep understanding of contact driver data, map top customer intents and architect optimal channel pathways (deflection vs. assist) with clear guardrails and escalation logic, defining omnichannel routing, context-passing, and continuity across touchpoints. Starting with an agent workspace view, architect the support toolset, workflow, and tech stack (CRM/case management, telephony/CCaaS, chat, knowledge base, community) to enable optimal performance and outcomes. Implement channel-level and journey analytics; instrument events for full-funnel insights. Run experiments (A/B, multi-armed bandit) to optimize deflection, FCR, and effort scores.