Kason Kedersha
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Centricity · Enterprise transformation

Turning a claims platform launch into an adopted operating system

As Product Manager and later Head of IT, I aligned operations, product, technology, vendors, and leadership around a new claims platform—then built the training and support structure that made the change stick.

The challenge

A platform launch only matters if people trust it, understand it, and use it consistently. The work crossed technical delivery, operating processes, change management, and day-to-day support.

The approach

  1. I translated operational needs into shared requirements across business and technical teams.
  2. I built structured training, support paths, and stakeholder feedback loops around the launch.
  3. I created visibility into platform issues and improvement work through more disciplined backlog and support practices.

What changed

I led the organization to full platform adoption and established a stronger foundation for continued claims-process improvement.