SVP, Group Operations

Salary: $90000 - 129000 per year Requirements: Bachelors degree or equivalent professional experience is required. 15+ years of progressive leadership experience in employee benefits, insurance operations, or a related field, with a strong preference for dental and vision insurance expertise. Demonstrated success transforming operations through technology and process innovation. Deep knowledge of customer experience strategy and service operations. Strong understanding of modern technology stacks, data ecosystems, and digital capabilities. Proven ability to drive automation, cost reduction, and scalable operating models. Executive-level presence with the ability to influence business and technology leaders. Experience leading multi-year transformation programs and building organizational readiness for ongoing change. Customer-obsessed mindset with a focus on differentiated experiences. Digital and technology fluency with the ability to connect investments to measurable business results. Operational discipline with the ability to bring structure, clarity, and accountability to complex environments. Strategic agility to align long-term vision with near-term execution. Data-driven decision-making skills to improve performance and experience. Experience in vendor management, contract negotiation, and financial stewardship to optimize operations. Ability to anticipate market shifts, read customer trends, and lead change proactively. Responsibilities: We will lead a world-class, customer-centric operations organization that supports profitable growth across our Group Division. We will shape and deliver an omnichannel customer experience strategy for employers, members, brokers, and providers. We will design service journeys that are simple, fast, and frictionless. We will modernize contact centers into digitally enabled experience hubs using self-service, AI-assisted support, and proactive outreach. We will embed customer-first thinking into operational processes. We will oversee end-to-end operations including policy administration, claims, billing, licensing, commissions, contact center, and provider relations. We will streamline and automate processes to reduce cost-to-serve and improve cycle times. We will apply continuous improvement practices across the division. We will define operating models, governance structures, and decision rights to improve speed and accountability. We will optimize vendor and delivery models to strengthen quality and efficiency. We will connect business priorities to scalable digital capabilities and ensure technology investments support growth and customer outcomes. We will guide the strategic roadmap for core operations, including policy administration, claims processing, CRM, and digital experiences. We will partner with technology leaders to deliver measurable business value and competitive advantage. We will champion adoption of emerging technologies such as AI, machine learning, RPA, advanced analytics, workflow, and orchestration tools. We will work closely with IT to support scalable architecture, data integration, and API-driven ecosystems. We will steward strategic partnerships so third-party capabilities align with business objectives. We will build a data-driven culture with real-time operational visibility. We will use analytics to improve customer experience, productivity, and risk management. We will implement KPIs, dashboards, and predictive insights to align operational performance with business outcomes. We will partner with the EVP, Group Division to define and execute growth priorities. We will ensure operations can scale effectively to support growth across market segments. We will translate strategy into executable roadmaps with measurable outcomes. We will build and lead a high-performing operations organization with strong digital capabilities. We will develop talent in analytics, automation, and digital operations. We will foster accountability, innovation, and continuous improvement. We will drive leadership development, succession planning, and workforce transformation. Technologies: AI API CRM Support Machine Learning RPA More: We are Halcyon Labs, an insurance, financial services, and employee benefits provider with a purpose of helping people get more out of life. This is a hybrid role with four days in the office and the remaining time working from home. We offer a meaningful mission, a vibrant culture, flexible hybrid work, competitive pay, retirement savings with company match and quarterly contribution, tuition assistance, incentive bonuses, paid time off, Thrive Days, health, dental, and vision coverage, HSA support, well-being programs, professional and leadership development, employee resource groups, volunteer time, family leave, adoption and fertility support, and backup care. We are committed to an inclusive workplace and an equal opportunity hiring process. last updated 28 week of 2026