Own the end-to-end new business and operations functions that support our Multi-Life product.
Lead a cross-functional team responsible for all operational aspects of the Multi-Life business, building and developing a high-performing team with robust succession planning.
Serve as the operational owner for key accounts, acting as the escalation point and managing QBRs/MBRs and service-level commitments.
Proactively engage clients to meet or exceed expectations for Multi-Life business support.
Translate customer feedback into operational improvements, driving a VOC-to-action pipeline.
Manage departmental budgets, ensuring expenses align with product allowables.
Define and track metrics (e.g., Objectives & Key Results) to focus on business value realization throughout the product lifecycle, including user satisfaction, performance, and team health.
Coach and mentor the team to deliver high-quality customer engagement and superior support for new business and inforce transactions.
Collaborate with the Executive Sponsor to define the evolution of Multi-Life customer experience, aligning business and technology strategies.
Drive launch readiness and lifecycle operations for new products or enhancements.
Collaborate across CMD with product, sales, underwriting, marketing to ensure successful support throughout the product lifecycle.
Maintain compliance with industry regulations (FINRA, State Regs). Manage risk and business continuity (vendor risk, key-person risk, etc.).
Requirements
8–10+ years in Operations/Customer Success, with 5+ years in Multi-Life product line operations.
FINRA Series SIE, Series 6, and state insurance licensing.
Bachelor’s degree preferred
Demonstrated ability to create visions, strategies, and roadmaps that achieve goals and outcomes.
Proven experience in developing, managing, and leading cross-functional operations teams.
Ability to collaborate with and influence cross-functional leaders.
Exceptional skill in working with and analyzing KPIs to guide decision making.
Keen understanding of what drives customer satisfaction in allocating resources and priority setting.
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