Director of Operations Support

We are seeking a Director of Operations Support to lead the strategic execution of operational initiatives across the enterprise. This individual will play a critical leadership role in aligning cross-functional efforts between Operations, Technology, and vendor partners. The Director will own the successful delivery of operations infrastructure that supports new product implementations, digital integrations, and scalable process innovation.
This position reports directly to the senior leadership in Operations and serves as a key decision-maker and thought partner in advancing Ceres Life's operational capabilities and strategic planning. The ideal candidate combines deep industry expertise in life insurance and/or annuities with proven leadership in managing complex projects, business process transformation, and strategic stakeholder engagement.

Key Responsibilities:
Operational Strategy & Execution

Drive the transition from manual and workflow-based operations to AI-enabled, event-driven operational processes

Partner with Data & Technology to operationalize automation, AI agents, and intelligent workflows across core business processes

Identify opportunities to replace manual intervention with rules engines, orchestration, and AI-assisted decisioning

Lead the end-to-end execution of major operational initiatives, ensuring alignment with Ceres Life's growth strategy and digital-first approach.

Translate strategic priorities into actionable roadmaps for the Operations team, driving process optimization and long-term scalability.

Guide enterprise readiness for product launches and new capabilities, ensuring operational infrastructure, support models, and reporting frameworks are in place.
Cross-Functional Leadership & Communication

Experience working in or leading cross-functional "pod" or squad-based operating models

Ability to operate in embedded, product-aligned teams vs centralized ops silos

Serve as a key liaison between Operations, Technology, Product, Compliance, and external vendors to drive operational excellence across the organization.

Facilitate executive-level communication on project status, risk mitigation, and resource planning.

Lead the development and execution of governance frameworks to ensure consistent delivery and accountability across initiatives.
Program Management & Operational Enablement

Oversee the successful integration of technology solutions, including eApplication systems, digital communications (e.g., Talkdesk), workflow automation, document processing, and reporting dashboards.

Provide strategic oversight for operations project teams, ensuring timely execution of key deliverables and alignment with enterprise goals.

Champion a data-driven operations culture by partnering with Data & Technology teams to deliver actionable reporting, KPIs, and performance analytics.
Supervisory Responsibilities
Manage a team of up to 15 staff responsible for Operations Support functions including by not limited to:
o Product Management
o Process Improvement and Workflows
o Forms Management
o Data Reporting & Knowledge Management
o UAT Testing
QA & Audit/Regulatory Compliance/Disaster Recovery
Vendor & Resource Management

Manage external vendor relationships to ensure successful integration and performance of third-party services and platforms.

Evaluate operational staffing and resource plans to meet evolving business needs, ensuring internal and vendor capacity is aligned with project demands.
Qualifications & Experience:

15+ years of experience in operations leadership, program management, or transformation roles, ideally within life insurance, annuities, or financial services.

Experience implementing or working alongside AI/automation-driven operations (RPA, GenAI, rules engines, or workflow orchestration)

Proven track record leading cross-functional teams and high-impact initiatives in a fast-paced, regulated environment.

Expertise in business process design, system integration, and operational scalability.

Strong familiarity with digital tools and platforms including FAST, APIs, automation solutions, and customer engagement platforms such as Talkdesk.

Hands-on experience with Agile methodologies, Jira, Confluence, and executive reporting tools.

Exceptional communication, organizational, and leadership skills with the ability to influence at all levels of the organization.
Preferred Skills:

Deep knowledge of annuity operations, policy admin systems, and new business onboarding.

Familiarity with 1035 Exchange processes, digital mailroom, eFax, and document automation.

Experience building operational reporting tools, dashboards, or supporting enterprise data strategies