Director, Consumer Operations

Who We Are:

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people‑first approach. To learn more, please visit:

American Benefits Group (ABG) is one of the nation’s leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. Over the course of the past 30 years we have grown considerably and we are looking to grow our team even further. We are transforming the benefits administration industry with empowering technology and a world class customer service experience.

Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures.

The Director of Consumer Benefits Operations is responsible for the leadership, operational performance, and service delivery of American Benefits Group’s consumer benefits administration division, including Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), and related consumer‑directed benefits programs.

This role provides direct oversight of client account management, claims administration, participant service coordination, renewals, and ongoing plan administration. The Director is accountable for ensuring consistent, high‑quality service delivery across all operational functions, while driving process improvement, operational discipline, and scalable growth within the division.

Reporting to the Chief Operating Officer and serving as a member of the ABG leadership team, this position requires a hands‑on operational leader who can balance day‑to‑day execution with strategic oversight. The Director will lead departmental performance, staffing, prioritization, and escalation management while partnering cross‑functionally to deliver a seamless client and participant experience.

This position is best described as Operations Director within a growing TPA environment, with:

• Broad operational ownership of the consumer benefits function
• Direct leadership responsibility for departmental staff and workflow execution
• High accountability for service delivery, client satisfaction, and operational consistency
• Active participation in ABG leadership‑level decision‑making

The role is designed to maintain a flat management structure, where workflow leads function as subject matter experts and coordinators, while the Director retains full accountability for team performance, prioritization, and outcomes.

• Lead and manage all aspects of consumer benefits operations, including claims processing, account management coordination, participant services, and renewals
• Directly oversee and manage workflow leads, operational staff, and support teams
• Establish clear priorities, workload distribution, and departmental accountability
• Drive daily operational performance and ensure service delivery standards are consistently met
• Serve as the primary escalation point for complex operational and client issues

• Ensure a consistent, high‑quality client and participant experience across all service channels
• Partner with account management teams to support client retention, renewals, and service excellence
• Maintain visibility into service performance, identifying trends and proactively addressing issues
• Support resolution of client escalations with clear communication and strong follow‑through

• Identify and implement process improvements to increase efficiency, reduce error rates, and enhance scalability
• Review and maintain standard operating procedures (SOPs), workflows, and documentation
• Introduce and reinforce operational best practices across the department
• Ensure consistent execution across teams through structured processes and accountability

• Collaborate with…