Director, Leave of Absence

Role Overview

• In partnership with team leadership, set the strategic vision and roadmap for the Leave of Absence Administration team, ensuring the function stays ahead of regulatory changes, evolving business priorities, and shifting employee experience expectations.
• Drive technology adoption and innovation for the LOA function, including AI, to automate processes, improve compliance accuracy, and enhance the employee experience through emerging tools.
• Own the end-to-end AbsenceSoft vendor relationship, including system governance, release accountability, and ongoing optimization in partnership with HR Technology.
• Partner with Benefits and Legal to establish standards for policy interpretation, new state leave implementation, and ensuring administration aligns with leave program design.
• Establish and maintain cross-functional alignment with the Contact Center, Payroll, and Benefits Administration leadership, defining shared SLAs, escalation protocols, and feedback loops focused on quality and employee experience.
• Monitor third-party administrator performance, escalating systemic vendor issues to the Benefits team; serve as the primary LOA point of contact for concerns beyond individual case resolution.
• Leverage analytics and program insights to develop and present data-driven recommendations for program improvements to senior leadership.
• Provide direct people leadership to a team of LOA employees, driving team culture, development, performance management, and the overall training strategy.
• Perform other duties as assigned.

Requirements

• College degree in HR, business, or a related field.
• 7-10 years of experience in Operations, Customer Service and/or HR, preferably with some Leave of Absence-specific experience.
• Prior people leadership experience.
• Experience with AbsenceSoft or a comparable leave management platform.
• Expert analytical, problem solving, influencing, communications, leadership and project management skills.
• Thorough knowledge of general PC applications, including all aspects of MS Office Suite, HRIS systems and other HR software.
• Prior vendor management experience.
• Expert knowledge of at least one HR Operational function and a strong understanding of other HR Operational functions.
• Ability to work effectively with internal and external teams; ability to influence at all levels of the organization.
• Highly ethical and can maintain confidentiality.
• Strong understanding of the overall HR function and insurance industry.
• Five years of either human resources, customer service or operations experience.
• Three years of people leadership experience.

Benefits

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.