Senior Director, Continuous Improvement and Strategic Planning

Job Description: • Execute enterprise-wide operational strategies to improve efficiency, scalability, and service quality across customer service, telephony, claims, and product implementation functions. • Partner with internal stakeholders to ensure the consistent use of approved vendors and technologies that align with organizational standards and regulatory obligations. • Drive automation and process optimization to enhance claims lifecycle efficiency, customer experience, and overall productivity. • Provide strategic oversight and guidance in the review of product development initiatives to ensure administrative efficiency, operational scalability, and long-term sustainability from design through administration. • Lead structured change management programs to ensure adoption of new systems, workflows, and operational models. • Build and maintain governance frameworks to ensure initiatives are aligned with corporate strategy, budget, and compliance requirements. • Act as a senior liaison between business, technology, and vendor teams to ensure cohesive delivery of transformation initiatives. • Oversee performance and strategic integration of key vendors supporting customer service, telephony, claims, and product administration functions. • Collaborate with IT and procurement teams to evaluate, implement, and monitor vendor solutions to achieve operational excellence and cost efficiency. • Ensure all operational processes and technologies meet U.S. and Canadian insurance regulatory standards. • Collaborate closely with Compliance and Legal teams to maintain proper controls, documentation, and audit readiness across all initiatives. • Provide strong, inclusive leadership to project and operational teams across multiple business units and geographies. • Champion a culture of continuous improvement, collaboration, and data-driven decision-making. Requirements: • Bachelor’s degree in Business Administration, Operations, or related field • 10+ years of progressive experience in insurance operations, strategic transformation, or enterprise program management. • Strong knowledge of U.S. and Canadian insurance regulatory environments, particularly relating to claims operations, product distribution, and telephony requirements. • Proven success leading large-scale operational or technology transformation initiatives. • Demonstrated experience with P&L oversight, budget development, and financial accountability, ensuring that operational initiatives deliver measurable efficiency, cost control, and return on investment. • Lean Six Sigma certification accompanied by demonstrated expertise in organizational change management, with the ability to apply structured methodologies to drive process improvement and sustainable transformation initiatives. • Exceptional leadership, communication, and stakeholder management skills. • Demonstrated ability to manage vendor ecosystems and drive measurable efficiency outcomes. Benefits: • Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP) Apply tot his job Apply To this Job