Director, Benefits Operations & Governance

Responsibilities

• Lead multiple operational teams with accountability for quality, performance, escalations, inventory management, and execution across work types, in alignment with ERISA, Medicare, HIPAA, ACA, OFAC, SOC, COBRA, and other regulatory requirements.
• Establish operating routines, expectations, and accountability structures that help managers and teams deliver predictable outcomes.
• Drive stabilization, process consistency, capacity planning, and continuous improvement across fulfillment, COBRA, debit card, appeals, exceptions, revenue recovery, and governance functions.
• Own governance routines that keep work documented, controlled, measurable, and ready for audit, client review, and business change.
• Partner with Legal and Compliance to translate regulatory and fiduciary expectations into processes, controls, training, and reference materials.
• Lead audit readiness and client review support, including evidence production, issue remediation, and follow-through.
• Ensure delivery teams maintain practical controls for ERISA appeals, client exceptions, Medicare-related revenue recovery, COBRA, debit card services, and participant communications.
• Serve as an escalation point for systemic service issues, control gaps, operational risks, and readiness concerns, with focus on root cause resolution and prevention.

Qualifications

• 10+ years leading benefits administration, health and welfare, reimbursement account, fulfillment, financial operations, customer operations, or similarly complex service delivery functions.
• Experience leading multiple operational teams, managers, service lines, or processing functions with varied stakeholders and deliverables.
• Track record improving service quality, operational discipline, controls, readiness, and stakeholder confidence.
• Experience partnering with Legal, Compliance, Product, Technology, and business leaders to operationalize requirements and manage risk.
• Ability to influence across a matrixed organization.
• Experience with tax-advantaged benefits programs such as HSA, FSA, HRA, Commuter, and Educational Assistance plans is helpful but not required.

Skills And Competencies

• Operations leadership in complex service delivery environments.
• Scalable operating models, management routines, and performance frameworks.
• Clear executive-level communication.
• Process discipline, quality focus, and operational risk management.
• Ability to enforce standards, controls, readiness expectations, and accountability routines.
• Continuous improvement mindset focused on root cause resolution, scalability, and sustainable delivery.