VP, Head of Life Operations

Pacific Life

VP, Head of Life Operations responsible for optimally managing life products operations at Pacific Life. Leading a high-performing team and driving operational excellence across the organization.

Posted 5/7/2026full-timeCharlotte • California, New York, North Carolina • 🇺🇸 United StatesLead💰 $250,000 - $300,000 per yearWebsite

About the role

Key responsibilities & impact

Owning the end-to-end operating model, from demand planning to delivery and post-sale support
Leading a large cross-functional team responsible for all operational aspects of the Life business, building and developing a high-performing team with robust succession planning
Fostering a culture of accountability, collaboration, and customer-centricity that is in alignment with Pacific Life values and behaviors
Developing and executing a comprehensive communication strategy that ensures clarity of vision, priorities, and progress across all levels of the organization
Establishing and monitoring KPIS ( e.g. Straight-through processing and error rates) and manage QBRs/MBRs and service-level commitments
Proactively engaging clients to meet or exceed expectations for Life Operation
Translating customer feedback into operational improvements, driving a VOC-to-action pipeline
Managing departmental budgets, ensuring expenses align with product allowables
Coaching and mentoring the team to deliver high-quality customer engagement and superior support for inforce transactions
Collaborating with the Transformation lead to define the vision, goals, and integrated roadmap for Life customer and employee experience transformation
Driving launch readiness and lifecycle operations for new products or enhancements
Collaborating across CMD with product, sales, marketing, SMS, and peer operations leaders to ensure successful support throughout the product lifecycle
Championing adoption of advanced technologies such AI-driven processing and AI-driven conversational IVR
Maintaining compliance with industry regulations (FINRA, State Regs)
Managing risk and business continuity (vendor risk, key-person risk, etc.)

Requirements

What you’ll need

10–15+ years in Life Operations/ Supply Chain /Customer Success
FINRA Series SIE, Series 6, and state insurance licensing
Extensive experience in Life Insurance operations across the entire product lifecycle
Deep understanding of Life Insurance business complexities and their application to provide superior ongoing operational support
Proven experience in developing, managing, and leading large cross-functional operations teams
Ability to collaborate with and influence cross-functional leaders and technical teams through-out CMD and the enterprise
Exceptional skill in working with and analyzing user metrics, turning insights into actionable performance improvements

Benefits

Comp & perks

Your Benefits Start Day 1
Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
Paid Parental Leave as well as an Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

demand planningdelivery managementKPI monitoringbudget managementoperational improvementscustomer engagementproduct lifecycle managementrisk managementAI-driven processingAI-driven conversational IVR

Soft Skills

leadershipteam developmentcommunication strategycollaborationcustomer-centricitycoachingmentoringinfluencingaccountabilityproblem-solving

Certifications

FINRA Series SIEFINRA Series 6state insurance licensing