Director of Carrier Engagement

The Director of Carrier Engagementis responsible for the end‑to‑end performance, accuracy, and satisfaction of the company’s carrier network. This role oversees payment operations, quality assurance, carrier engagement, and experience.

The Director of Carrier Engagementleads the execution, and continuous improvement ofpayment integrity analysis and analytics,ensuring accuracy, compliance, and operational excellence. This roleis an externalclient-facing role attendingregular

Business Review meetings with client sand carriers,providingdetailedand analytical data insights as it relates to carrier engagement.

The Director drives operational excellence, strengthens carrier partnerships, and leads cross‑functional initiatives that reduce friction, improve outcomes, and support organizational growth.

Additionally, the role oversees end‑to‑end payment processes, quality assurance programs, and cross‑functional alignment to deliver a seamless, reliable, and transparent payment experience for carriers, partners, and internal stakeholderselevating the end-to-end experience of the company’s carrier network.

• Attend monthly Business Review meetings with clients providing detailed and analytical data insights as it relates to carrier engagement.
• Attend monthly Carrier meetingsproviding referral findings and leading data-driven discussion
• Hands‑on delivery of the carrier experience vision, standards and service models
• Lead initiatives that strengthen trust, transparency, and partnership with carriers
• Identify performance gaps and lead cross‑functional improvement plans
• Manageescalations and ensure timely resolution of carrier issues
• Champion aconsistent, high‑quality experience across all carrier and clienttouchpoints
• Serve as an executive liaison for carrier and client relationships focusing on service, performance and partnership
• Develop team capabilities in communication, analytics, relationship management, and problem‑solving

• Bachelor’s degree in business, operations, or related field; advanced degree preferred
• 5- 10+ years of experience in paymentintegrityoperations, financial operations, or quality management
• Experience managing the payment integrity operations process, workflowpatternsandcomplex operational programs
• Strong analytical, problem‑solving, and process‑improvement skills