VP, Head of Life Operations

Role Overview

• 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