VP Head Operations

Job Description

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better.

Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

• Owning the end-to-end operating model, from demand planning to delivery and post-sale support.
• Leading a large cross‑functional team responsible for all operational aspects of the Life business, building and developing a high‑performing team with robust succession planning. (Customer Service, Operations Account Management, Work‑force planning, Claims and Inforce.)
• Fostering a culture of accountability, collaboration, and customer‑centricity that is in alignment with Pacific Life values and behaviors.
• Developing and executing a comprehensive communication strategy that ensures clarity of vision, priorities, and progress across all levels of the organization.
• Establishing and monitoring KPIs (e.g. Straight‑through processing and error rates) and managing QBRs/MBRs and service‑level commitments.
• Proactively engaging clients to meet or exceed expectations for Life Operation.
• Translating customer feedback into operational improvements, driving a VOC‑to‑action pipeline.
• Managing departmental budgets, ensuring expenses align with product allowables.
• Coaching and mentoring the team to deliver high‑quality customer engagement and superior support for inforce transactions.
• Collaborating with the Transformation lead to define the vision, goals, and integrated roadmap for Life customer and employee experience transformation.
• Driving launch readiness and lifecycle operations for new products or enhancements.
• Collaborating across CMD with product, sales, marketing, SMS, and peer operations leaders to ensure successful support throughout the product lifecycle.
• Championing adoption of advanced technologies such as AI‑driven processing and AI‑driven conversational IVR.
• Maintaining compliance with industry regulations (FINRA, State Regs). Managing risk and business continuity (vendor risk, key‑person risk, etc.).

• Strategic thinking, cross‑functional influence, confident communication, and crisis/escalation management.
• 10–15+ years in Life Operations/ Supply Chain /Customer Success.
• FINRA Series SIE, Series 6, and state insurance licensing.

• Extensive experience in Life Insurance operations across the entire product lifecycle.
• Deep understanding of Life Insurance business complexities and their application to provide superior ongoing operational support.
• Proven experience in developing, managing, and leading large cross‑functional operations teams.
• Demonstrated ability to create visions, strategies, and roadmaps that achieve goals and outcomes.
• Ability to collaborate with and influence cross‑functional leaders and technical teams through‑out CMD and the enterprise.
• Exceptional skill in working with and analyzing user metrics, turning insights into actionable performance improvements.

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The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well‑being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that…