Senior Director of Implementation

The Standard • Portland, OR

9d • $131,000 - $209,000 • Remote

About The Position

The Senior Director of Implementation in Voluntary Claims and Operations is a value stream owner responsible for complex implementation. The role partners with peers across voluntary, customer service, underwriting, benefits, sales, and service to deliver customer value and ensure strong value-stream performance.

The role uses a broad understanding of The Standard’s capabilities, the group insurance industry, and customer needs to influence the evolution of service delivery and marketplace offerings. It ensures implementation management teams provide a differentiated customer experience and develops and maintains tools and service delivery models that support new products and capabilities across all employee benefits lines of business.

The position calls for executive presence, negotiation, and communication skills to navigate competing priorities and escalations, influence decisions without direct authority, and resolve complex, high-stakes client situations.

Requirements

• At least 8 years of client management experience.
• At least 2 years of experience as a leader of leaders.
• Strong understanding of revenue drivers, profitability, client retention, contract economics, and cost to serve.
• Ability to balance client advocacy with enterprise financial objectives and identify opportunities for profitable growth.
• Experience developing measures or metrics and applying a pragmatic approach to turning data into actionable business improvement.
• Executive presence, negotiation, and communication skills to handle competing priorities, escalations, and complex client situations.

Nice To Haves

• Bachelor’s degree preferred.
• Voluntary benefits industry certifications.
• Project management experience or certification.
• Lean management experience or certification.
• Change management experience or certification.

Responsibilities

• Own the value stream for complex implementation in voluntary claims and operations.
• Partner with colleagues in voluntary, customer service, underwriting, benefits, sales, and service to deliver customer value and ensure high performance of the value stream.
• Use knowledge of The Standard’s capabilities, the group insurance industry, and customer needs to influence service delivery and marketplace offerings.
• Ensure implementation management teams deliver a differentiated customer experience.
• Develop and maintain tools and service delivery models for new products and capabilities across all employee benefits lines of business.
• Navigate competing priorities and escalations, influence decisions without direct authority, and resolve complex, high-stakes client situations.
• Support the development of direct reports’ teams through developmental roles and experiences.
• Create and support programs that improve the business unit or function’s customer-service reputation.
• Use knowledge of the business model to challenge assumptions and develop strategies for the business unit or function.

Benefits

• Medical, dental, and vision benefits.
• 401(k) plan with matching company contributions.
• Annual incentive bonus plan.
• Generous paid time off, including 11 holidays, 2 wellness days, and 8 volunteer hours annually; PTO increases with tenure.
• Career growth and advancement opportunities.
• Paid parental leave.
• Adoption and surrogacy assistance.
• Employee giving program that double matches donations to eligible nonprofits and schools.

What This Job Offers

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