Associate Director, Supplemental Health Claims Operations

About the role

The Associate Director, Supplemental Health Claims, will lead a high-performing claims team, driving service excellence, modernizing operations, strengthening controls, and developing a talented team.

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.
• Support workforce planning, training, talent development, engagement, and retention strategies.
• Build team morale and strengthen employee experience through clear expectations, meaningful feedback, and visible leadership.
• Ensure adherence to federal and state regulations, internal policies, contractual obligations, and industry standards.
• Partner with Legal, Compliance, Audit, Privacy, and operational risk teams to proactively identify, assess, and mitigate risks.
• Maintain strong controls, documentation, and governance practices that protect data integrity, privacy, and operational resilience.
• Promote a risk-aware culture while enabling efficient, client-centered execution.

Qualifications

• Collaborate with Product, Underwriting, Technology, Finance, Customer Experience, and Operations teams to support business goals and strengthen service delivery.
• 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.