Senior Director, Personal Lines Solutions and Core Insurance Application Support

Senior Director, Personal Lines Solutions and Core Insurance Application Support

Location:

Arizona - Home Teleworkers (Additional Locations available)

The Senior Director, Personal Lines Solutions & Core Insurance Application Support leads the teams that deliver and support key insurance technology platforms. This role is responsible for application reliability, production support, project delivery, budget management, and long‑term technology planning for Personal Lines products.

• Set the strategy for Personal Lines technology delivery and core insurance application support.
• Lead direct and matrixed teams across application delivery, production support, and service operations.
• Develop and communicate technology roadmaps that align with business goals.
• Partner with executive leaders to prioritize initiatives, manage risks, and support enterprise objectives.
• Build an inclusive, collaborative team culture focused on trust, accountability, learning, and results.
• Coach and develop leaders, managers, and individual contributors.

• Oversee a portfolio of Personal Lines projects, including core system changes, digital integrations, and financial system integrations.
• Ensure projects are aligned to business priorities, delivery timelines, and expected value.
• Guide teams using Agile practices to improve planning, delivery, and collaboration.
• Support continuous improvement in engineering, delivery, and product support practices.
• Connect technology teams to business strategy, milestones, and outcomes.

• Define and lead the application support strategy for core insurance platforms.
• Oversee 24/7 production support operations for critical applications.
• Monitor service performance using service‑level measures, key performance indicators, and business partner feedback.
• Support incident management, problem management, root cause analysis, and post-incident reviews.
• Strengthen change, release, environment, documentation, and knowledge management practices.
• Improve support models, including tiered support and global or extended coverage models where needed.

• Improve service management practices using ITIL or similar frameworks.
• Identify opportunities to automate manual work, improve reliability, and reduce recurring issues.
• Evaluate tools, technologies, and processes that improve support quality and team efficiency.
• Partner with engineering, quality assurance, Dev Ops, infrastructure, and security teams to improve the full application lifecycle.

• Ensure application support practices meet internal controls, regulatory requirements, and security policies.
• Identify and manage operational, technical, and delivery risks.
• Support audits and maintain required documentation.
• Manage budgets, forecasts, staffing plans, and vendor relationships.
• Optimize resources to balance service quality, cost, and business priorities.

• Application availability and uptime
• Mean time to resolve incidents
• Service‑level performance
• Incident volume and recurrence trends
• Business partner satisfaction
• Operational efficiency and cost management
• Team engagement and retention

• Bachelor’s degree in Computer Science, Information Systems, a related field, or equivalent work experience.
• Significant experience leading technology, application support, or enterprise platform teams.
• Experience supporting complex business‑critical applications.
• Experience leading large teams, including managers and individual contributors.
• Strong understanding of application support, service management, incident management, and production operations.
• Experience with modern technology environments such as cloud platforms, APIs, microservices, or distributed systems.
• Experience managing budgets, vendors, staffing plans, or resource allocation.
• Ability to communicate clearly with technical teams, business partners, and executive leaders.
• Experience managing risk, compliance, controls, or audit‑related activities.

• Experience in the insurance or financial services industry.
• Experience with core insurance or policy administration platforms.
• Familiarity with Service Now or similar service management tools.
• Experience with monitoring, observability, automation, or incident response tools.
• ITIL, PMP, Agile, Six Sigma, Azure, AWS, or Google Cloud certifications.
• Master’s degree in a related field.