Job Title:
Vice President of OperationsLocation: Omaha, Nebraska
The Vice President of Operations provides strategic leadership, direction, and execution oversight of operational functions supporting the life insurance and annuity business. This senior leadership role is responsible for driving operational excellence across new business support, policyholder services, customer contact center, claims services, and third-party administrator (TPA) management. The position is accountable for delivering exceptional service and operational performance through effective leadership, process optimization, quality assurance, customer experience management, cost control, and continuous improvement initiatives. The Vice President of Operations partners closely with cross-functional teams and executive leadership to align operational capabilities, resources, and strategies with organizational objectives and long-term business goals.
We are looking for someone to:
Operational Leadership
- Develop and execute the operational strategy in alignment with the organization's strategic goals and objectives.
- Build and lead a high-performing team by attracting top talent, providing coaching and mentorship, setting clear expectations, and fostering a culture of accountability, engagement, and continuous development.
- Establish operational goals, key performance indicators (KPIs), and service-level agreements (SLAs), and monitor performance against established targets.
- Drive continuous improvement through people development, process optimization, automation, and artificial intelligence initiatives to enhance operational effectiveness and deliver strong business outcomes.
- Identify operational risks and implement effective mitigation strategies to ensure business continuity and operational resilience.
New Business Support
- Oversee new business processing and support functions.
- Ensure timely and accurate processing of applications, policy issuance, and customer communications.
- Oversight of suitability review and replacement processing activities to ensure adherence to guidelines.
- Partner with underwriting leadership to optimize workflows, improve productivity, and achieve service expectations.
- Collaborate with sales teams to support new business acquisition through efficient processing, proactive communication, and issue resolution.
Policyholder Services
- Oversee policyholder contract services, payment processing, and funds distribution.
- Ensure customer complaints and recovery issues are resolved effectively and in a timely manner.
- Monitor quality assurance results and operational performance metrics.
- Drive initiatives to enhance customer satisfaction, loyalty, and retention.
Customer Contact Center
- Oversee contact center operations, ensuring service excellence and achievement of service-level objectives.
- Ensure timely and effective resolution of customer inquiries, issues, and escalations.
- Monitor customer satisfaction, quality, and performance metrics and implement improvements as needed.
- Leverage technology, automation, and analytics to enhance operational effectiveness and customer experience.
Claims Services
- Oversee claims operations to ensure efficient, accurate, and compliant claims administration.
- Ensure claims are adjudicated consistently and in accordance with company policies, regulatory requirements, and service standards.
- Lead and develop the claims team through effective coaching, training, and performance management.
- Ensure timely communication with claimants, beneficiaries, and internal stakeholders.
- Analyze claims trends and operational data to identify risks and drive continuous improvement.
- Partner with underwriting, legal, compliance, and customer service teams to resolve complex or escalated claims.
Third-Party Administrator (TPA) Management
- Provide strategic oversight of TPA performance to ensure service quality, operational efficiency and cost effectiveness.
- Establish performance expectations, key performance indicators (KPIs), and service-level agreements (SLAs); monitor results and drive accountability.
- Oversee TPA relationships to promote collaboration, transparency, and continuous improvement.
- Evaluate TPA capabilities, technology, and processes to ensure alignment with organizational objectives and performance expectations.
Financial Management
- Develop and manage operational budgets and forecasts.
- Monitor expenses and identify opportunities to optimize costs.
- Evaluate the financial impact of operational initiatives and investments.
- Optimize vendor spend and contract performance.
- Ensure operational decisions support financial objectives and strategic goals.
We need someone who has:- Bachelor's degree required.
- 15+ years of leadership experience in insurance operations, preferably in life insurance.
- Strong strategic thinking skills with the ability to align operational priorities to organizational goals.
- Proven success leading large teams and cross-functional operational units.
- Ability to build and sustain high-performance teams with a focus on accountability, coaching, and development.
- Strong planning and execution skills with a demonstrated ability to deliver results.
- Experience leading operational change initiatives, including process redesign, automation adoption, and artificial intelligence enablement.
- Demonstrated ability to drive operational effectiveness and efficiency through disciplined execution, streamlined processes, and continuous improvement initiatives.
- Experience managing third-party administrators, vendors, and outsourced service partners.
- Strong financial acumen with experience in budgeting, forecasting, and operational financial management.
- Strong analytical skills with the ability to interpret data, identify trends, and drive data-informed decisions.
- Strong critical thinking and problem-solving skills.
- Experience assessing and managing operational risks.
- Experience developing business cases and conducting cost-benefit analyses.
- Demonstrated ability to navigate ambiguity and make sound decisions in changing environments.
- Strong communication and presentation skills.
- Ability to develop effective presentations and proposals.
- Strong relationship-building and collaboration skills with the ability to influence senior leaders, cross-functional partners, and external vendors.
- Ability to use customer insights, feedback, and data to drive measurable improvements.
- Commitment to customer-centric operations and continuous improvement of customer experience.
- Experience with regulatory requirements, state regulations, market conduct exams, and audit readiness.
If you're ready to make an impact in your community, we'd love to hear from you. Apply today!WoodmenLife will not sponsor applicants for work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.
Please ensure your resume includes your current contact information, including:- Full name
- Phone number
- Email address
- Current city and state of residence
As part of WoodmenLife's employment process, candidates will be required to complete a criminal background check, credit check (when required for position), fingerprint check (when required for position), drug screen and reference checks. Any offer of employment will be contingent upon successfully passing the above. 
