Executive Vice President and Chief Operating Officer

General Summary

The Executive Vice President and Chief Operating Officer (COO) of Concordia Plans provides executive leadership and strategic direction for the organization’s product portfolio, marketing strategy, service delivery, customer experience and ministry and member growth and retention. Reporting to the President and CEO, the COO is responsible for translating strategic priorities into effective operational execution while ensuring the sound stewardship of Concordia Plans’ assets, infrastructure, and resources in support of its ministry-driven mission.

The COO plays a critical role in advancing sustainability, service excellence, and regulatory compliance. As a key member of the Executive Leadership Team, the COO collaborates across departments, supports the Board of Directors, and represents Concordia Plans with internal and external stakeholders.

Essential Job Functions

• Provides executive leadership for product portfolio strategy, including design, delivery, performance, and lifecycle management of Concordia Plans’ product offerings.
• Led service delivery and customer experience, ensuring consistent, high-quality service that strengthens trust, responsiveness, and ministry and member satisfaction.
• Oversees marketing strategy and brand alignment, ensuring clear value propositions, effective go-to-market execution, and messaging that supports growth, retention, and mission impact.
• Drives ministry and member growth and retention through integrated product, marketing, ministry engagement, and service strategies.
• Translates strategic priorities into effective operational execution, ensuring systems, processes, and infrastructure support scalable, high-performing products and services.
• Serves as a key partner to the President/CEO and Board of Directors, providing data-driven insights and executing Board-approved initiatives.
• Builds and leads high-performing teams, fostering cross-functional collaboration, accountability, and mission-centered stewardship.

Education and Experience

• Master’s degree in Business Administration, Finance, Business Administration, Marketing, Operations Management, or related field preferred.
• Ten (10) or more years of progressive executive leadership experience with demonstrated responsibility for product strategy, service delivery, and operational execution.
• Proven success leading complex, member or customer-facing organization preferably in employee benefits, financial services, or insurance.
• Demonstrated ability to drive growth, retention, operational execution and financial stability, while leading high performing teams.
• Experience partnering with executive leadership teams, boards of directors, key external stakeholders.
• Experience working in a values-based, mission-driven organization; familiarity with LCMS structure and ministries, preferred.
• Member of LCMS preferred.

Competencies

• Active Listening: Able to receive and comprehend speech without judgment in an attentive manner, evaluate and respectfully respond to another person in a way that demonstrates respect and compassion.
• Analytical Insight: Deriving meaningful information and conclusions from analyzing data, revealing patterns, trends and relationships that can inform decision making.
• Build Strong Teams: Builds a culture aligned around shared goals and purpose. Intentionally coach and develop others, nurture networks, and attract strong talent.
• Change Agent: Is energized by change and welcomes new opportunities, quickly learns and adapts to change, personal maturity to evaluate and manage uncertainty and stress effectively. Ability to blend creativity and improvisational thinking with sensitivity to tradition and history.
• Collaboration: Builds authentic relationships and harnesses the energy of others. Adapts interpersonal style and models productive dialogue and debate.
• Communication: Communicates clearly and concisely across all channels, reflecting Concordia Plans values and fostering mutual understanding in all internal and external communications.
• Consultative Approach: Listens actively, responding empathetically and constructively to promote trust and clarity, identifying underlying needs and engaging in solution development through open dialogue and strategic questioning.
• Data Analysis: Ability to securely collect, maintain, research, evaluate, and summarize data for utilization in various business practices, data analysis, and reporting. Effectively utilizing relevant information to develop realistic solutions/recommendations.
• Influence Others: Is a positive influence across and outside the organization. Paints a compelling picture and gains commitment for forward momentum. Models resilience and lives continuous improvement and operational excellence.
• Problem-Solving: Uses rigorous logic, systematic methods, and analysis to solve difficult problems, able to exercise discretion and make decisions to resolve issues and questions, anticipates the implications and consequences of situations and takes appropriate action, is excellent at objective analysis, and asks questions, seeks answers and engages others in analyzing and developing solutions.
• Strategic Thinking: Demonstrates sound judgment, discernment, and church/business acumen. Encourages new thinking and makes future-focused decisions.
• Trustworthy: Acts with integrity, being honest and credible, reliable, having positive intent, able to present the unvarnished truth appropriately and helpfully; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.

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