VP Head of Life Operations

Pacific Life • Newport Beach, CA

1d

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a talented VP, Head of Life Operations to join our CMD Operations department in Newport Beach, CA, Omaha, NE, or Charlotte, NC. As a VP, Head of Life Insurance Operations you’ll move Pacific Life, and your career, forward by leading and optimizing all operational functions related to life products.

Requirements

• Strategic thinking, cross-functional influence, confident communication, and crisis/escalation management.
• 10–15+ years in Life Operations/Supply Chain/Customer Success.
• FINRA Series SIE, Series 6, and state insurance licensing.

Nice To Haves

• Extensive experience in Life Insurance operations across the entire product lifecycle.
• Deep understanding of Life Insurance business complexities and their application to provide superior ongoing operational support.
• Proven experience in developing, managing, and leading large cross-functional operations teams.
• Demonstrated ability to create visions, strategies, and roadmaps that achieve goals and outcomes.
• Ability to collaborate with and influence cross-functional leaders and technical teams through-out CMD and the enterprise.
• Exceptional skill in working with and analyzing user metrics, turning insights into actionable performance improvements.

Responsibilities

• Owning the end-to-end operating model, from demand planning to delivery and post-sale support.
• Leading a large cross-functional team responsible for all operational aspects of the Life business, building and developing a high-performing team with robust succession planning. (Customer Service, Operations Account Management, Work-force planning, Claims and Inforce.)
• Fostering a culture of accountability, collaboration, and customer-centricity that is in alignment with Pacific Life values and behaviors.
• Developing and executing a comprehensive communication strategy that ensures clarity of vision, priorities, and progress across all levels of the organization.
• Establishing and monitoring KPIS (e.g. Straight-through processing and error rates) and manage QBRs/MBRs and service-level commitments.
• Proactively engaging clients to meet or exceed expectations for Life Operation.
• Translating customer feedback into operational improvements, driving a VOC-to-action pipeline.
• Managing departmental budgets, ensuring expenses align with product allowables.
• Coaching and mentoring the team to deliver high-quality customer engagement and superior support for inforce transactions.
• Collaborating with the Transformation lead to define the vision, goals, and integrated roadmap for Life customer and employee experience transformation.
• Driving launch readiness and lifecycle operations for new products or enhancements.
• Collaborating across CMD with product, sales, marketing, SMS, and peer operations leaders to ensure successful support throughout the product lifecycle.
• Championing adoption of advanced technologies such AI-driven processing and AI-driven conversational IVR.
• Maintaining compliance with industry regulations (FINRA, State Regs).
• Managing risk and business continuity (vendor risk, key-person risk, etc.).

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed