8+ years in business operations, implementation, analytics, or related fields.
5+ years of people leadership experience.
Experience leading multifunctional teams in complex environments.
Ability to translate operational data into executive insights.
Experience influencing decision-making with senior leaders.
Demonstrated success in organizational transformation and process improvement.
Strong financial and analytical acumen.
Advanced Microsoft Excel skills.
Responsibilities
Lead the Strategic Support organization for Retirement Services Implementation.
Develop strategies to enhance operational effectiveness and business performance.
Align team resources with organizational goals and changing needs.
Serve as a trusted advisor to senior leaders with actionable insights.
Drive operational excellence through continuous improvement initiatives.
Oversee executive reporting and analytical insights for decision-making.
Lead enterprise process improvement initiatives to enhance efficiency.
Benefits
Drive strategic impact in Retirement Services Implementation.
Lead through innovation in analytics and AI solutions.
Develop talent by mentoring high-performing teams.
Solve complex challenges with cross-functional partnerships.
Own initiatives that deliver measurable results and create lasting value.
Join a culture that values collaboration, innovation, and continuous learning.
Full Job Description
As the Director, you'll lead a diverse organization that supports Retirement Services Implementation through business analytics, operational readiness, learning and development, process improvement, offshore coordination, and strategic business support. You'll work directly with senior leaders to transform business priorities into scalable support models, actionable insights, and operational improvements that enhance performance across the implementation organization.
The ideal candidate is a strategic thinker, strong people leader, and business problem solver who can translate complex data, operational trends, and organizational challenges into meaningful business outcomes.
What You'll Do
Strategic Leadership
Lead the Strategic Support organization supporting Retirement Services Implementation.
Develop and execute strategies that improve operational effectiveness, scalability, and business performance.
Align team resources, capabilities, and priorities to support organizational goals and changing business needs.
Serve as a trusted advisor to senior leaders by providing insights, recommendations, and strategic guidance.
Drive operational excellence through continuous improvement initiatives and organizational transformation efforts.
Data Analytics & Business Intelligence
Oversee the development of executive reporting, dashboards, and analytical insights that support informed decision-making.
Analyze key performance indicators including Starts, Backlog, No Starts, NPS, Turnaround Times, Suspense, and other operational metrics.
Identify emerging trends, risks, capacity constraints, and performance improvement opportunities.
Present business insights and recommendations to executive leadership.
Transform complex operational data into clear, meaningful business narratives that drive action.
Learning, Readiness & Capability Development
Lead Knowledge & Learning functions that support associate development and organizational readiness.
Oversee onboarding programs, curriculum design, training strategies, and performance support resources.
Drive initiatives that improve associate capability, consistency, and adoption of products, processes, and business practices.
Ensure implementation teams have the tools, knowledge, and support necessary to perform effectively.
Process Improvement & Transformation
Lead enterprise process improvement initiatives that drive efficiency, scalability, and risk reduction.
Design and implement support models, workflows, governance processes, and operating mechanisms that improve execution.
Partner with stakeholders to identify opportunities for innovation and sustainable operational improvements.
Support strategic projects that improve organizational performance and the client experience.
AI Enablement & Innovation
Advance AI-enabled business support capabilities by helping translate business knowledge, workflows, decision logic, and operational processes into scalable support solutions.
Partner with enterprise teams to identify opportunities for automation, digital enablement, and AI-assisted execution.
Support the adoption of approved enterprise AI platforms to improve productivity, prioritization, and operational effectiveness.
Foster a culture of innovation and continuous improvement across the organization.
Cross-Functional Partnership
Partner closely with leaders across Sales, Service, Payroll, Benefits, Operations, Risk, and other enterprise functions.
Provide visibility into implementation performance, operational risks, business trends, and readiness opportunities.
Drive alignment across multiple stakeholder groups to improve decision-making and achieve shared business objectives.
Represent the voice of Implementation in enterprise discussions and strategic initiatives.
People Leadership
Build, lead, and develop a high-performing team across multiple business support functions.
Establish clear goals, accountability measures, and development plans for leaders and associates.
Foster a culture focused on collaboration, innovation, accountability, and results.
Support talent development, succession planning, employee engagement, and workforce planning efforts.
Manage departmental budgets, resource allocation, and staffing strategies.
TO SUCCEED IN THIS ROLE:
Required Qualifications
8+ years of experience in business operations, implementation, analytics, business enablement, process improvement, or a related field.
5+ years of people leadership experience.
Experience leading multifunctional teams in a complex operations, implementation, client service, or delivery environment.
Proven ability to translate operational data and business trends into executive-level insights and recommendations.
Experience partnering with senior leaders across multiple business functions to influence decision-making and drive results.
Demonstrated success leading organizational transformation, process improvement, or business enablement initiatives.
Strong financial, analytical, and business acumen.
Advanced Microsoft Excel skills and experience with business reporting and performance analytics.
Excellent communication, presentation, stakeholder management, and leadership skills.
A college degree is great but not required. What's more important is having the skills needed to perform successfully in this role.
Other acceptable experiences could include:
Equivalent professional experience in Business Operations, Analytics, Organizational Effectiveness, Consulting, Program Management, Process Improvement, Retirement Services, Financial Services, or related disciplines.
Military experience. We recognize and appreciate the unique leadership, problem-solving, operational excellence, and strategic thinking skills developed through military service and welcome those experiences in our organization.
BONUS POINTS FOR THESE:
Experience within Retirement Services, Implementation Operations, or a large-scale service organization.
Experience leading business intelligence, reporting, or analytics functions.
Knowledge of learning and development, organizational readiness, or workforce enablement programs.
Experience supporting offshore operations or global team coordination.
Experience leveraging AI, automation, or digital technologies to improve business outcomes.
Advanced degree such as an MBA or related graduate education.
Experience working in matrixed organizations and leading cross-functional initiatives.
You'll Love Working Here Because You Can:
Drive Strategic Impact. Influence decisions that directly shape the future of Retirement Services Implementation.
Lead Through Innovation. Help modernize operations through analytics, process transformation, and AI-enabled solutions.
Develop Talent. Build and mentor high-performing teams while creating opportunities for growth and development.
Solve Complex Challenges. Partner with leaders across the organization to improve business outcomes.
Own Your Success. Lead initiatives that deliver measurable results and create lasting value.
Belong. Join a culture that values collaboration, innovation, inclusion, and continuous learning.
