Senior Director, Continuous Improvement and Strategic Planning
Job Description:
• Execute enterprise-wide operational strategies to improve efficiency, scalability, and service quality across customer service, telephony, claims, and product implementation functions.
• Partner with internal stakeholders to ensure the consistent use of approved vendors and technologies that align with organizational standards and regulatory obligations.
• Drive automation and process optimization to enhance claims lifecycle efficiency, customer experience, and overall productivity.
• Provide strategic oversight and guidance in the review of product development initiatives to ensure administrative efficiency, operational scalability, and long-term sustainability from design through administration.
• Lead structured change management programs to ensure adoption of new systems, workflows, and operational models.
• Build and maintain governance frameworks to ensure initiatives are aligned with corporate strategy, budget, and compliance requirements.
• Act as a senior liaison between business, technology, and vendor teams to ensure cohesive delivery of transformation initiatives.
• Oversee performance and strategic integration of key vendors supporting customer service, telephony, claims, and product administration functions.
• Collaborate with IT and procurement teams to evaluate, implement, and monitor vendor solutions to achieve operational excellence and cost efficiency.
• Ensure all operational processes and technologies meet U.S. and Canadian insurance regulatory standards.
• Collaborate closely with Compliance and Legal teams to maintain proper controls, documentation, and audit readiness across all initiatives.
• Provide strong, inclusive leadership to project and operational teams across multiple business units and geographies.
• Champion a culture of continuous improvement, collaboration, and data-driven decision-making.
Requirements:
• Bachelor’s degree in Business Administration, Operations, or related field
• 10+ years of progressive experience in insurance operations, strategic transformation, or enterprise program management.
• Strong knowledge of U.S. and Canadian insurance regulatory environments, particularly relating to claims operations, product distribution, and telephony requirements.
• Proven success leading large-scale operational or technology transformation initiatives.
• Demonstrated experience with P&L oversight, budget development, and financial accountability, ensuring that operational initiatives deliver measurable efficiency, cost control, and return on investment.
• Lean Six Sigma certification accompanied by demonstrated expertise in organizational change management, with the ability to apply structured methodologies to drive process improvement and sustainable transformation initiatives.
• Exceptional leadership, communication, and stakeholder management skills.
• Demonstrated ability to manage vendor ecosystems and drive measurable efficiency outcomes.
Benefits:
• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)
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• Execute enterprise-wide operational strategies to improve efficiency, scalability, and service quality across customer service, telephony, claims, and product implementation functions.
• Partner with internal stakeholders to ensure the consistent use of approved vendors and technologies that align with organizational standards and regulatory obligations.
• Drive automation and process optimization to enhance claims lifecycle efficiency, customer experience, and overall productivity.
• Provide strategic oversight and guidance in the review of product development initiatives to ensure administrative efficiency, operational scalability, and long-term sustainability from design through administration.
• Lead structured change management programs to ensure adoption of new systems, workflows, and operational models.
• Build and maintain governance frameworks to ensure initiatives are aligned with corporate strategy, budget, and compliance requirements.
• Act as a senior liaison between business, technology, and vendor teams to ensure cohesive delivery of transformation initiatives.
• Oversee performance and strategic integration of key vendors supporting customer service, telephony, claims, and product administration functions.
• Collaborate with IT and procurement teams to evaluate, implement, and monitor vendor solutions to achieve operational excellence and cost efficiency.
• Ensure all operational processes and technologies meet U.S. and Canadian insurance regulatory standards.
• Collaborate closely with Compliance and Legal teams to maintain proper controls, documentation, and audit readiness across all initiatives.
• Provide strong, inclusive leadership to project and operational teams across multiple business units and geographies.
• Champion a culture of continuous improvement, collaboration, and data-driven decision-making.
Requirements:
• Bachelor’s degree in Business Administration, Operations, or related field
• 10+ years of progressive experience in insurance operations, strategic transformation, or enterprise program management.
• Strong knowledge of U.S. and Canadian insurance regulatory environments, particularly relating to claims operations, product distribution, and telephony requirements.
• Proven success leading large-scale operational or technology transformation initiatives.
• Demonstrated experience with P&L oversight, budget development, and financial accountability, ensuring that operational initiatives deliver measurable efficiency, cost control, and return on investment.
• Lean Six Sigma certification accompanied by demonstrated expertise in organizational change management, with the ability to apply structured methodologies to drive process improvement and sustainable transformation initiatives.
• Exceptional leadership, communication, and stakeholder management skills.
• Demonstrated ability to manage vendor ecosystems and drive measurable efficiency outcomes.
Benefits:
• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)
Apply tot his job
Apply To this Job