AVP, Multi-Life Operations

Role Overview

• 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