The SVP, Group Operations is a key strategic leader responsible for building a world-class, customer-centric operations organization that powers profitable growth for the Ameritas Group Division. This role drives industry-leading customer experiences, operational efficiency, and digital innovation across all dental and vision operations.
You will lead the modernization of operations by leveraging advanced technologies, data-driven decision-making, and scalable operating models; ensuring Ameritas delivers frictionless, reliable, and differentiated experiences for employers, members, brokers, and providers. This role includes P&L accountability, enterprise-scale transformation leadership, and positioning operations as a strategic competitive advantage.
Position Location:
This is a hybrid role working partially in-office (4 days) and partially from home.
What You Do:
Customer Experience & Service Excellence
- Champion a best-in-class, omnichannel customer experience strategy across employers, members, brokers, and providers
- Design service journeys to deliver simple, fast, and frictionless interactions
- Lead transformation of contact centers into digitally enabled experience hubs (self-service, AI-assisted, proactive outreach)
- Embed customer-centric and customer-first design thinking into all operational processes
Operational Excellence & Efficiency
- Lead end-to-end operations including policy administration, claims, billing, licensing, commissions, contact center and provider relations
- Drive lean, scalable, and highly automated processes to reduce cost-to-serve and cycle times
- Implement continuous improvement disciplines across the division
- Establish clear operating models, governance, and decision rights to increase speed and accountability
- Optimize global/vendor delivery models to ensure quality and efficiency.
Technology & Digital Transformation Leadership and Capabilities
- Lead operational strategy by connecting business priorities to scalable digital capabilities, ensuring technology investments directly enable growth, efficiency, and customer outcomes
- Drive the strategic roadmap for core business operations, spanning policy administration, claims processing, customer relationship management, and digital customer experiences by partnering with technology leadership ensuring each initiative delivers measurable business value and competitive advantage
- Drive ongoing adoption of emerging technologies, including Artificial intelligence (AI) and machine learning (ML) for claims, underwriting, and service, Robotic process automation (RPA) to eliminate manual work, Advanced analytics and predictive insights, Workflow, and orchestration tools to improve throughput
- Partner closely with IT to ensure scalable architecture, data integration, and API-driven ecosystems
- Sponsor and steward strategic business partnerships and relationships, ensuring third-party capabilities align with the business objectives and deliver long-term business value
Data, Analytics & Insights
- Build a data-driven operations culture with real-time performance visibility
- Leverage analytics to improve customer experience, productivity, and risk management
- Implement KPIs and dashboards that align operational performance with business outcomes
- Utilize predictive analytics to anticipate customer needs, service demand, and operational risks
Strategic Leadership & Growth Enablement
- Partner with the EVP, Group Division to define and execute strategic growth priorities
- Ensure operations can scale efficiently to support growth in all market segments
- Translate strategy into clear execution roadmaps with measurable outcomes while maintaining flexibility to pivot as market conditions and opportunities evolve
People, Culture & Capability Building
- Build and lead a high-performing, digitally skilled operations organization
- Develop next-generation talent with capabilities in analytics, automation, and digital operations
- Foster a culture of accountability, innovation, and continuous improvement
- Drive leadership development, succession planning, and workforce transformation
What You Bring:
- Bachelor's degree or equivalent work experience required
- 15+ years of progressive leadership experience in employee benefits, insurance operations, or related industries with strong preference for dental and vision insurance expertise
- Proven track record of transforming operations through technology and process innovation
- Deep expertise in customer experience strategy and service operations
- Strong understanding of modern technology stacks, data ecosystems, and digital capabilities
- Demonstrated success driving automation, cost efficiency, and scalability
- Executive presence with the ability to influence across business and technology leaders
- Experience leading sustained, multi-year transformative journeys and building organizational change capacity for continuous evolution
- Customer-Obsessed Mindset: Relentless focus on delivering differentiated experiences
- Digital & Technology Fluency: Ability to translate technology into measurable business outcomes and assess tech investments through a business impact lens
- Operational Discipline: Drives structure, clarity, and accountability in complex environments
- Strategic Agility: Connects long-term vision with near-term execution
- Data-Driven Decision Making: Uses insights to optimize performance and experience
- Vendor Management & Financial Expertise: Proven track record in contract negotiation, strategic vendor relationship management, and applying financial acumen to optimize operational performance
- Market Anticipation & Change Leadership: Ability to read market trends, anticipate evolving customer expectations, and proactively position operations to meet future demands
What we offer:
A meaningful mission. Great benefits. A vibrant culture
Ameritas is an insurance, financial services, and employee benefits provider Our purpose is fulfilling life. It means helping all kinds of people, at every age and stage, get more out of life.
Ameritas, you'll find energizing work challenges. Flexible hybrid work options. Time for family and community. But dig deeper. Benefits at Ameritas cover things you expect - and things you don't:
Ameritas Benefits
For your money:
- 401(k) Retirement Plan with company match and quarterly contribution.
- Tuition Reimbursement and Assistance.
- Incentive Program Bonuses.
- Competitive Pay.
For your time:
- Flexible Hybrid work.
- Thrive Days - Personal time off.
- Paid time off (PTO).
For your health and well-being:
- Health Benefits: Medical, Dental, Vision.
- Health Savings Account (HSA) with employer contribution.
- Well-being programs with financial rewards.
- Employee assistance program (EAP).
For your professional growth:
- Professional development programs.
- Leadership development programs.
- Employee resource groups.
- StrengthsFinder Program.
For your community:
- Matching donations program.
- Paid volunteer time– 8 hours per month.
For your family:
- Generous paid maternity leave and paternity leave.
- Fertility, surrogacy, and adoption assistance.
- Backup child, elder and pet care support.
An Equal Opportunity Employer
Ameritas has a reputation as a company that cares, and because everyone should feel safe bringing their authentic, whole self to work, we're committed to an inclusive culture and diverse workplace, enriched by our individual differences. We are an Equal Opportunity/Affirmative Action Employer that hires based on qualifications, positive attitude, and exemplary work ethic, regardless of sex, race, color, national origin, religion, age, disability, veteran status, genetic information, marital status, sexual orientation, gender identity, or any other characteristic protected by law.
Application Deadline
This position will be open for a minimum of three business days or until it is filled.
Pay Transparency Pay transparency is rooted in principles of fairness, equity, and accountability within the workplace. Sharing pay ranges for job postings is one way Ameritas shows our commitment to equitable compensation practices.
