Associate Director, Supplemental Health Claims Operations

About the role

The Associate Director, Supplemental Health Claims, will provide strategic leadership and operational oversight for claims and service functions, helping shape a best-in-class experience for claimants, clients, and partners.

Responsibilities

• Execute a forward-looking claims strategy aligned with enterprise objectives, client needs, and market expectations.
• Lead modernization initiatives that improve speed, quality, consistency, and the overall claimant and client experience.
• Establish clear operational performance standards, KPIs, quality benchmarks, and operating rhythms to drive accountability and continuous improvement.
• Use data, insights, and operational expertise to identify opportunities, prioritize process improvements, and deliver measurable outcomes.
• Oversee day-to-day claims operations across multiple product lines, ensuring work is handled accurately, efficiently, and with strong service discipline.
• Drive continuous process improvement using data insights, Agile and Lean practices, automation, and workflow optimization.
• Monitor operational capacity, resource allocation, service levels, productivity, quality, and risk indicators.
• Lead, coach, and develop claims managers and team members, creating an environment where people can do their best work and grow their careers.
• Foster a culture of accountability, inclusion, collaboration, service excellence, and continuous learning.
• Serve as a trusted claims subject matter expert in client meetings, escalations, audits, and strategic initiatives.
• Represent the claims organization in cross-functional steering committees, enterprise projects, and transformation efforts.
• Build strong relationships with internal and external partners to support client retention, operational readiness, and improved outcomes.

Qualifications

• Bachelor’s degree required; advanced degree or industry designation such as CPCU, AIC, or a related credential preferred.
• 5+ years of progressive claims leadership experience, ideally within insurance, health benefits, supplemental health, or a related service environment.
• Demonstrated success leading teams, managing complex operations, and delivering measurable improvements in quality, service, productivity, and customer experience.
• Experience leading change, modernization, or transformation initiatives in a regulated environment.

Skills & Competencies

• Strategic thinker with strong analytical, operational, and business acumen.
• Proven ability to inspire teams, build trust, communicate clearly, and lead through change.
• Strong relationship-building skills with the ability to influence across functions and levels.
• Comfort using workflow systems, digital workflows, dashboards, and data to improve decisions and outcomes.
• Sound judgment, attention to detail, and the ability to balance service, quality, compliance, and operational efficiency.

What We Offer

• A chance to join a collaborative, high-performing team with meaningful visibility and impact.
• An organization with a strong company culture, clear purpose, and commitment to helping clients and claimants when they need support most.
• Opportunities to lead transformation, influence strategy, and shape the future of Supplemental Health claims operations.
• A leadership environment that values accountability, continuous improvement, employee development, and strong partnerships.

What You Will Bring With You

• Collaborate with Product, Underwriting, Technology, Finance, Customer Experience, and Operations teams to support business goals and strengthen service delivery.
• Represent the claims organization in cross-functional steering committees, enterprise projects, and transformation efforts.
• Build strong relationships with internal and external partners to support client retention, operational readiness, and improved outcomes.

What We Offer

• A chance to join a collaborative, high-performing team with meaningful visibility and impact.
• An organization with a strong company culture, clear purpose, and commitment to helping clients and claimants when they need support most.
• Opportunities to lead transformation, influence strategy, and shape the future of Supplemental Health claims operations.
• A leadership environment that values accountability, continuous improvement, employee development, and strong partnerships.

Benefits

• Comprehensive benefits package including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company-paid life and AD&D insurance, disability programs, and a partially paid sabbatical program.
• 401(k) employer match, stock purchase options, and an employer-funded retirement account.
• A flexible, inclusive, and collaborative work environment that supports career growth.

Equal Opportunity Employer

We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.