Director - Participant Services

Description The Director, Participant Services is accountable for defining and evolving the end-to-end service model supporting off-phone participant case management and service delivery across Via Benefits programs. This role oversees performance, scalability, and continuous improvement within a high-volume service environment, ensuring delivery is efficient, consistent, and aligned to client and participant outcomes.

Description The Director, Participant Services is accountable for defining and evolving the end-to-end service model supporting off-phone participant case management and service delivery across Via Benefits programs. This role oversees performance, scalability, and continuous improvement within a high-volume service environment, ensuring delivery is efficient, consistent, and aligned to client and participant outcomes.

Description The Director, Participant Services is accountable for defining and evolving the end-to-end service model supporting off-phone participant case management and service delivery across Via Benefits programs. This role oversees performance, scalability, and continuous improvement within a high-volume service environment, ensuring delivery is efficient, consistent, and aligned to client and participant outcomes.
This role leads through managers, operating structures, and performance frameworks rather than direct day-to-day execution. The focus is on designing systems that reduce repeat demand, improve service experience, and scale effectively across a global delivery model.
This position partners across Operations, Customer Service, Product, Technology, and Analytics to align service strategy with platform capabilities, demand drivers, and business priorities.

• Own the design and evolution of the Participant Services operating model, ensuring it scales effectively across work types, volumes, and delivery locations
• Define how work flows through the organization, including intake, triage, resolution, and escalation frameworks
• Establish clear accountability structures across managers and teams to ensure consistent execution

• Accountable for service outcomes, including experience, resolution quality, demand reduction, and operational efficiency.
• Establish performance frameworks that align metrics, capacity, and service expectations across teams.
• Shift focus from activity-based tracking (for example, volumes and throughput) to outcome-based measurement (for example, resolution effectiveness, repeat demand, and participant experience).

• Lead efforts to identify and eliminate upstream drivers of demand, repeat contacts, and service defects.
• Drive end-to-end workflow design and continuous improvement across service channels and case types.
• Partner with Product, Technology, and Analytics to improve tooling, automation, and service insights.

• Define and optimize global resourcing strategies across onshore and offshore teams to balance cost, service quality, and continuity.
• Ensure delivery models are resilient, flexible, and aligned to demand variability.
• Establish guardrails and governance to enable consistent execution across locations.

• Partner with Product and Technology to align service design with platform capabilities and roadmap priorities
• Collaborate with Analytics to improve visibility into service performance, trends, and opportunities
• Work with Operations and Customer Service leadership to ensure alignment between upstream processes and downstream service impact

• Lead through managers, ensuring team structures, roles, and expectations support scalable delivery
• Establish governance mechanisms to monitor performance, identify risks, and drive timely intervention
• Act as an escalation point for systemic issues, focusing on root cause resolution rather than symptom management

• 10+ years of progressive leadership experience in participant services, benefits administration, customer operations, or a comparable high-volume service environment.
• Demonstrated success leading managers and frontline teams with accountability for service delivery, quality, productivity, and business outcomes.
• Strong operational leadership capabilities, including workflow management, staffing alignment, escalation management, and continuous improvement.
• Proven ability to leverage data, metrics, and service insights to identify…