Programs Director of Operations and Execution

About the role

Willis Towers Watson is seeking a Director, Affinity & Programs to lead the implementation and ongoing management of insurance programs and embedded distribution partnerships. This individual will serve as a pivotal team member for affinity partners while coordinating across broking, underwriting, compliance, operations, technology, and servicing team within WTW’s Select segment to deliver seamless insurance solutions. The ideal candidate is highly organized, operationally focused, and able to manage multiple complex initiatives simultaneously. This role will lead operational execution and ensure programs are aligned with Select’s processes, services, placement protocols, and technology model.

Primary Responsibilities

• Program Strategy & Management: Execute affinity and embedded insurance strategies across multiple industry verticals; build sustainable, scalable operating models in partnership with the Select segment that support long‑term program growth.
• Partner Relationship Management: Conduct recurring business reviews with partners and internal stakeholders; collaborate with partners to identify product enhancements and operational improvements.
• Program Operations: Partner with Select service teams to define service models, standards, and handoffs; develop standardized workflows and operational procedures; coordinate carrier strategy, market access, and placement of program business; oversee program implementation from policy quote through issuance; monitor KPIs including service metrics, retention, operational efficiency, profitability, and premium volume.
• Compliance & Governance: Ensure programs comply with contractual insurance requirements and regulatory standards; collaborate with compliance and legal teams on program governance; support development of compliance reporting for franchise, affinity, and embedded distribution partners.
• Technology & Digital Integration: Assist with digital quoting, policy administration, and compliance automation; identify opportunities to improve customer experience through technology.
• Cross‑Functional Leadership: Coordinate activities across broking, underwriting, operations, finance, legal, claims, and technology teams; lead internal project teams supporting program implementations and strategic initiatives; drive continuous improvement across all aspects of program administration.

Qualifications

• Bachelor's degree required (MBA preferred).
• Active Property & Casualty insurance license (or ability to obtain).
• 4–7 years of insurance operations experience.
• Experience working with affinity programs, program business, embedded insurance, MGA/MGU operations, or carrier partnerships.
• Demonstrated project management experience.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Preferred: experience with digital distribution platforms or embedded insurance; familiarity with API‑enabled insurance technology platforms; experience in small market or small commercial insurance operations, service, or placement; CPCU, ARM, CIC, CRM, or similar professional designation.

Reporting Structure

Reports to the Director, Client Services for Affinity & Programs and works closely with Select and Middle Market leadership, legal, compliance, technology, operations, and servicing teams.

Benefits

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program).
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short‑Term Disability, Long‑Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles).
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution; non‑qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.