Director - Participant Services

WTW•Tampa, FL

About The Position

The Director, Participant Services is accountable for defining and evolving the end-to-end service model supporting off-phone participant case management and service delivery across Via Benefits programs. This role oversees performance, scalability, and continuous improvement within a high-volume service environment, ensuring delivery is efficient, consistent, and aligned to client and participant outcomes. This role leads through managers, operating structures, and performance frameworks rather than direct day-to-day execution. The focus is on designing systems that reduce repeat demand, improve service experience, and scale effectively across a global delivery model. This position partners across Operations, Customer Service, Product, Technology, and Analytics to align service strategy with platform capabilities, demand drivers, and business priorities.

Requirements

10+ years of progressive leadership experience in participant services, benefits administration, customer operations, or a comparable high-volume service environment.
Demonstrated success leading managers and frontline teams with accountability for service delivery, quality, productivity, and business outcomes.
Strong operational leadership capabilities, including workflow management, staffing alignment, escalation management, and continuous improvement.
Proven ability to leverage data, metrics, and service insights to identify issues, resolve root causes, and enhance the participant experience.
Experience partnering cross-functionally with operations, customer service, product, technology, analytics, and support teams to drive service improvement.
Knowledge of regulated and/or quality-controlled service environments, including process documentation, quality standards, and compliance requirements.
Excellent communication, collaboration, and influencing skills, with the ability to build credibility and work effectively across frontline teams, peers, and senior leadership.

Nice To Haves

Professional designation such as CEBS, GPA, RPA, CFC, or a comparable certification related to employee benefits, service delivery, or operations management preferred.
Strong customer focus combined with operational judgment and risk assessment
Ability to translate service level requirements into executable delivery practices
Clear, concise executive‑level communication
Ability to effectively communicate with diverse clients and stakeholders
Process discipline and quality mindset
Comfortable enforcing standards, controls, and readiness expectations
Continuous improvement orientation

Responsibilities

Own the design and evolution of the Participant Services operating model, ensuring it scales effectively across work types, volumes, and delivery locations
Define how work flows through the organization, including intake, triage, resolution, and escalation frameworks
Establish clear accountability structures across managers and teams to ensure consistent execution
Accountable for service outcomes, including experience, resolution quality, demand reduction, and operational efficiency.
Establish performance frameworks that align metrics, capacity, and service expectations across teams.
Shift focus from activity-based tracking (for example, volumes and throughput) to outcome-based measurement (for example, resolution effectiveness, repeat demand, and participant experience).
Lead efforts to identify and eliminate upstream drivers of demand, repeat contacts, and service defects.
Drive end-to-end workflow design and continuous improvement across service channels and case types.
Partner with Product, Technology, and Analytics to improve tooling, automation, and service insights.
Define and optimize global resourcing strategies across onshore and offshore teams to balance cost, service quality, and continuity.
Ensure delivery models are resilient, flexible, and aligned to demand variability.
Establish guardrails and governance to enable consistent execution across locations.
Partner with Product and Technology to align service design with platform capabilities and roadmap priorities
Collaborate with Analytics to improve visibility into service performance, trends, and opportunities
Work with Operations and Customer Service leadership to ensure alignment between upstream processes and downstream service impact
Lead through managers, ensuring team structures, roles, and expectations support scalable delivery
Establish governance mechanisms to monitor performance, identify risks, and drive timely intervention
Act as an escalation point for systemic issues, focusing on root cause resolution rather than symptom management

Benefits

Medical (including prescription coverage)
Dental
Vision
Health Savings Account
Commuter Account
Health Care and Dependent Care Flexible Spending Accounts
Group Accident
Group Critical Illness
Life Insurance
AD&D
Group Legal
Identify Theft Protection
Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
Paid Holidays
Annual Paid Time Off (includes paid state/local paid leave where required)
Short-Term Disability
Long-Term Disability
Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
Paid Time Off
Contributory Pension Plan and Savings Plan (401k).
non-qualified Deferred Compensation and Deferred Savings Plans