Principal, Practice Leadership

Plansource • Washington, DC

278d • Onsite

About The Position

Join Us at PlanSource: Your Exciting Career Awaits! At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us! The Practice Leadership Principal manages and ensures exceptional programs that support an operational foundation providing for consistency and excellence in delivery for PlanSource customers. This role will work under the supervision of our VP, Practice Leadership. The Practice Leadership team functions closely with additional PlanSource leaders and their teams to ensure utilization of best practices and other foundational documentation to define and guide the overall customer journey with PlanSource. The Practice Leadership team will also work closely with Product, Legal, and Compliance to provide enablement and adherence across all channels. This department manages Open Enrollment governance, tracking, reporting and owns continuous improvement effort year over year. The Practice Leadership Principal is a key, leading member of a team of subject matter experts who together have oversight of best practices, SOP's, supporting documentation and artifacts, and training and enablement of our teams. This role will work closely with Product, Marketing, to create artifacts, processes, and maintain core reference systems that support new products and features, enable customer support, as well as process improvement projects and efforts.

Requirements

• 15+ years Health and Welfare domain knowledge that demonstrates increasing responsibility and span of influence.
• 10+ years in a senior operational role within employee benefits administration, in an outsourcing environment, servicing clients of various size and complexity.
• Demonstrated ability to lead a team to successful project outcomes.
• A proven ability to create and organize action plans that are implemented on time, within budget, and meet organizational goals.
• A proven capability to effectively work with and influence different groups across different functions and possess strong conflict resolution skills.
• Demonstrated ability and passion for enhancing customer experience including a track record of identifying gaps or business needs and developing solutions.
• Exceptional data-driven and analytical problem-solving skills.
• Experience in analytical and operations-driven roles with a focus on process optimization and efficiency.
• Experience coaching and developing high performing individual contributors.
• Skilled in strategic planning, organizational development, budget and resource development.
• Strong communication skills with great talent in driving clarity and solutions for customers; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.

Responsibilities

• Create, review, and make updates to our repository of best practices, including consulting points for client team leads and other operational leaders to utilize in our day-to-day work and in consultation with PlanSource Legal.
• Enable documentation storage practices across Operations consistent with firmwide practices.
• Create and orchestrate ongoing documentation and track adherence across the operations team.
• Consult on Guide Open Enrollment management, governance, capacity with 3rd parties, organizational reporting and tracking, and improvement efforts.
• Consult on the roadmap for technological and process changes and automation required to drive operational efficiencies and work with cross-functional teams to drive identified initiatives.
• Review and approve SOP documentation as it is created and maintained.
• Create content for and execute training specific to domain, platform, and other content areas across operations teams, and client channels.
• Participate in Product roadmap planning and strategy, track operations priority list and contribute to requirements where necessary.
• Create, coordinate, and assist with product rollout and enablement strategy for new products and features.
• Assist with cross-client large issue management, including drive consistent communications and action steps across client channels.
• Manage and motivate to drive performance, with a strong eye toward customer satisfaction, efficiency, and employee engagement.
• Pursue excellence across all post-contract customer touchpoints.

Benefits

• Great benefits package, including a full suite of health benefits.
• Generous 401(k) Plan.
• Unlimited PTO.
• Paid parental leave.
• Strong rewards and recognition program.
• Focus on mental health and well-being.
• Inclusive environment with Employee Resource Groups to join.
• Volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• Opportunity to work for a growing, established technology company.
• Fast-paced environment with big goals and the opportunity to make a big impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Administrative and Support Services