SVP, Group Operations

The SVP, Group Operations is a key strategic leader responsible for building a world-class, customer-centric operations organization that powers profitable growth for the Ameritas Group Division. This role drives industry-leading customer experiences, operational efficiency, and digital innovation across all dental and vision operations.

You will lead the modernization of operations by leveraging advanced technologies, data-driven decision-making, and scalable operating models; ensuring Ameritas delivers frictionless, reliable, and differentiated experiences for employers, members, brokers, and providers. This role includes P&L accountability, enterprise-scale transformation leadership, and positioning operations as a strategic competitive advantage.

Position Location:

This is a hybrid role working partially in-office (4 days) and partially from home.

What You Do:

Customer Experience & Service Excellence

• Champion a best-in-class, omnichannel customer experience strategy across employers, members, brokers, and providers
• Design service journeys to deliver simple, fast, and frictionless interactions
• Lead transformation of contact centers into digitally enabled experience hubs (self-service, AI-assisted, proactive outreach)
• Embed customer-centric and customer-first design thinking into all operational processes

Operational Excellence & Efficiency

• Lead end-to-end operations including policy administration, claims, billing, licensing, commissions, contact center and provider relations
• Drive lean, scalable, and highly automated processes to reduce cost-to-serve and cycle times
• Implement continuous improvement disciplines across the division
• Establish clear operating models, governance, and decision rights to increase speed and accountability
• Optimize global/vendor delivery models to ensure quality and efficiency.

Technology & Digital Transformation Leadership and Capabilities

• Serve as a business-first technology leader, aligning operational priorities with digital capabilities
• Own and execute a modern operations technology roadmap, including Core administration platforms, Claims automation and adjudication engines, CRM and customer engagement platforms, Digital portals, and self-service capabilities
• Drive ongoing adoption of emerging technologies, including Artificial intelligence (AI) and machine learning (ML) for claims, underwriting, and service, Robotic process automation (RPA) to eliminate manual work, Advanced analytics and predictive insights, Workflow, and orchestration tools to improve throughput
• Partner closely with IT to ensure scalable architecture, data integration, and API-driven ecosystems
• Act as executive sponsor for strategic technology vendors and partnerships

Data, Analytics & Insights

• Build a data-driven operations culture with real-time performance visibility
• Leverage analytics to improve customer experience, productivity, and risk management
• Implement KPIs and dashboards that align operational performance with business outcomes
• Utilize predictive analytics to anticipate customer needs, service demand, and operational risks

Strategic Leadership & Growth Enablement

• Partner with the EVP, Group Division to define and execute strategic growth priorities
• Ensure operations can scale efficiently to support growth in all market segments
• Translate strategy into clear execution roadmaps with measurable outcomes while maintaining flexibility to pivot as market conditions and opportunities evolve

People, Culture & Capability Building

• Build and lead a high-performing, digitally skilled operations organization
• Develop next-generation talent with capabilities in analytics, automation, and digital operations
• Foster a culture of accountability, innovation, and continuous improvement
• Drive leadership development, succession planning, and workforce transformation

What You Bring:

• Bachelor's degree or equivalent work experience required
• 15+ years of progressive leadership experience in employee benefits, insurance operations, or related industries with strong preference for dental and vision insurance expertise
• Proven track record of transforming operations through technology and process innovation
• Deep expertise in customer experience strategy and service operations
• Strong understanding of modern technology stacks, data ecosystems, and digital capabilities
• Demonstrated success driving automation, cost efficiency, and scalability
• Executive presence with the ability to influence across business and technology leaders
• Experience leading sustained, multi-year transformative journeys and building organizational change capacity for continuous evolution
• Customer-Obsessed Mindset: Relentless focus on delivering differentiated experiences
• Digital & Technology Fluency:
  Ability to translate technology into measurable business outcomes and assess tech investments through a business impact lens
• Operational Discipline: Drives structure, clarity, and accountability in complex environments
• Strategic Agility: Connects long-term vision with near-term execution
• Data-Driven…