Associate Director of Operations overseeing operational functions for the School Leadership Program at the University of Pennsylvania. Leading strategic initiatives and recruitment efforts while ensuring high - quality participant experiences.
About the role
- Lead and optimize operational functions related to life products at Pacific Life. Champion cross-functional collaboration to enhance customer and employee experiences.
Responsibilities
- Owning the end-to-end operating model, from demand planning to delivery and post-sale support
- Leading a large cross-functional team responsible for all operational aspects of the Life business, building and developing a high-performing team with robust succession planning
- Fostering a culture of accountability, collaboration, and customer-centricity that is in alignment with Pacific Life values and behaviors
- Developing and executing a comprehensive communication strategy that ensures clarity of vision, priorities, and progress across all levels of the organization
- Establishing and monitoring KPIS (e.g. Straight-through processing and error rates) and manage QBRs/MBRs and service-level commitments
- Proactively engaging clients to meet or exceed expectations for Life Operation
- Translating customer feedback into operational improvements, driving a VOC-to-action pipeline
- Managing departmental budgets, ensuring expenses align with product allowables
- Coaching and mentoring the team to deliver high-quality customer engagement and superior support for inforce transactions
- Collaborating with the Transformation lead to define the vision, goals, and integrated roadmap for Life customer and employee experience transformation
- Driving launch readiness and lifecycle operations for new products or enhancements
- Collaborating across CMD with product, sales, marketing, SMS, and peer operations leaders to ensure successful support throughout the product lifecycle
- Championing adoption of advanced technologies such as AI-driven processing and AI-driven conversational IVR
- Maintaining compliance with industry regulations (FINRA, State Regs). Managing risk and business continuity (vendor risk, key-person risk, etc.)
Requirements
- 10–15+ years in Life Operations/ Supply Chain /Customer Success
- FINRA Series SIE, Series 6, and state insurance licensing
- Extensive experience in Life Insurance operations across the entire product lifecycle
- Deep understanding of Life Insurance business complexities and their application to provide superior ongoing operational support
- Proven experience in developing, managing, and leading large cross-functional operations teams
- Demonstrated ability to create visions, strategies, and roadmaps that achieve goals and outcomes
- Ability to collaborate with and influence cross-functional leaders and technical teams through-out CMD and the enterprise
- Exceptional skill in working with and analyzing user metrics, turning insights into actionable performance improvements.
Benefits
- Your Benefits Start Day 1
- Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
- Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
- Paid Parental Leave as well as an Adoption Assistance Program
- Competitive 401k savings plan with company match and an additional contribution regardless of participation
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Degree requirement
No Education Requirement
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