Director of Operations, Employee Benefits

Venbrook•Woodland Hills, UT

About The Position

This role drives execution of the highest-priority initiatives within the Employee Benefits division, providing operational leadership across systems, workflows, and cross-functional programs. This individual will oversee day-to-day operational execution across systems, workflows, and team programs, to develop documentation and process infrastructure. They will assist leadership in identifying gaps, resolving issues proactively, and reinforcing alignment between service teams and executive strategy. This role requires a strong foundation in the Employee Benefits industry, sound operational judgment, and the ability to lead execution across a dynamic, multi-team environment.

Requirements

AMS proficiency required (current platform); Applied EPIC experience a strong plus (implementation in progress)
Microsoft Office (Word, Excel, Outlook) proficiency required
Salesforce CRM knowledge preferred
Strong track record driving cross-functional initiatives and systems implementations
Excellent written and verbal communication skills
BA/BS preferred
Minimum 10 years of experience in insurance brokerage with an Employee Benefits emphasis strongly preferred
Life & Health License required

Nice To Haves

SHRM or CEBS designation preferred

Responsibilities

Strategic Execution & Initiative Ownership Translate divisional priorities into structured project plans with defined timelines, accountable owners, and measurable deliverables.
Lead cross-functional initiatives from inception through successful adoption, ensuring outcomes are implemented and sustained.
Maintain consistent oversight of open items and workstreams, ensuring timely completion and clear resolution of outstanding actions.
Identify and communicate, dependencies, and operational impacts to inform leadership prioritization decisions.
Operations & Process Improvement Lead the design, documentation, and continuous improvement of workflows, processes, and operational structures across the Employee Benefits division.
Identify operational inefficiencies and implement improvements through enhanced process design, refined handoffs, and appropriate tooling.
Proactively identify and resolve workflow disruptions, service gaps, and process inconsistencies to maintain operational continuity.
Support the implementation and adoption of new systems, procedures, and operational standards across the division.
Systems & Tools Ownership Serve as the division’s primary operational lead for agency management systems, with current working knowledge of AMS required; this person will play a meaningful role in supporting the active migration to Applied EPIC, which is a near-term priority for the Employee Benefits division.
Support the evaluation, planning, and implementation of agency management and benefits administration systems as the division's needs evolve.
Lead coordination with carriers and vendors on behalf of the Employee Benefits (EB) division, ensuring alignment with operational standards, consistent communication, and effective execution of service, implementation, and ongoing support activities.
Milliman Relationship & Data Integration Own the relationship with Milliman, including management and maintenance of reporting dashboards and day-to-day coordination with the Milliman team.
Oversee integration of Milliman data with IT to ensure accuracy, completeness, and leadership visibility; IT serves in a supporting capacity to this function.
Compliance Oversight Assume full ownership of compliance for the Employee Benefits division, including regulatory tracking, documentation standards, team readiness, and client-facing compliance obligations.
Serve as the division’s primary point of accountability for ensuring the EB team remains in good regulatory standing; partner closely with the President of Employee Benefits on this ongoing initiative.
Implementation & Renewal Coordination Lead internal kick-off coordination for renewals, new business, and new lines of coverage; managed through Global Operations with oversight and accountability for execution Lead operational engagement in client facing implementation process, ensuring alignment between the Employee Benefits Division and Corporate Operations.
Team Onboarding, Offboarding & Training Own end-to-end onboarding and offboarding for all EB team members, including full responsibility for training from orientation through role readiness; managed in partnership with Global Operations.
Organizational Structure & Performance Support Support the President of Employee Benefits in evaluating and evolving team structure as the division grows, while aligning Global Operations under the EVP as needed.
Conduct ongoing audits of service teams to assess whether delivery standards are being met; identify gaps, document findings, and escalate with recommended corrective actions.
Foster a collaborative, accountable, and high-performance culture across the Employee Benefits team.
Book of Business Oversight Oversee BOB reporting, review data for accuracy, and call out errors to be corrected in AMS; ensure leadership always has a reliable and current view of the division’s book of business.