AVP, Multi-Life Operations

Pacific Life • Newport Beach, NC

5d

About The Position

Job Description How You’ll Help Move Us Forward: -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 for 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.). The experience you will bring: Strategic thinking, cross-functional influence, confident communication, and crisis/escalation management. 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. What will make you stand out: 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. More reasons to join: At Pacific Life, the work we do matters. We work passionately each day to drive our company forward while enjoying job security, flexible scheduling, and great opportunities for career growth. You can be who you are. We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife Base Pay Range: The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay. Your Benefits Start Day 1 Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered. 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 You Can Be Who You Are We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife EEO Statement: Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

Requirements

• Strategic thinking, cross-functional influence, confident communication, and crisis/escalation management.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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 for 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.).

Benefits

• job security
• flexible scheduling
• great opportunities for career growth
• Medical, Dental, Vision
• Wellbeing Reimbursement Account
• Paid Time Off
• Holiday Schedules
• Financial Planning Time Off
• Paid Parental Leave
• Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

What This Job Offers

• Job Type: Full-time
• Career Level: Executive