Director - Participant Services (Hybrid/Remote)

Description

The Director, Participant Services is accountable for defining and evolving the end-to-end service model supporting off-phone participant case management and service delivery across Via Benefits programs. This role oversees performance, scalability, and continuous improvement within a high-volume service environment, ensuring delivery is efficient, consistent, and aligned to client and participant outcomes.

This role leads through managers, operating structures, and performance frameworks rather than direct day-to-day execution. The focus is on designing systems that reduce repeat demand, improve service experience, and scale effectively across a global delivery model.

This position partners across Operations, Customer Service, Product, Technology, and Analytics to align service strategy with platform capabilities, demand drivers, and business priorities.

Key Responsibilities

• Own the design and evolution of the Participant Services operating model, ensuring it scales effectively across work types, volumes, and delivery locations

• Define how work flows through the organization, including intake, triage, resolution, and escalation frameworks
• Establish clear accountability structures across managers and teams to ensure consistent execution

• Accountable for service outcomes, including experience, resolution quality, demand reduction, and operational efficiency.
• Establish performance frameworks that align metrics, capacity, and service expectations across teams.
• Shift focus from activity-based tracking (for example, volumes and throughput) to outcome-based measurement (for example, resolution effectiveness, repeat demand, and participant experience).

• Lead efforts to identify and eliminate upstream drivers of demand, repeat contacts, and service defects.
• Drive end-to-end workflow design and continuous improvement across service channels and case types.
• Partner with Product, Technology, and Analytics to improve tooling, automation, and service insights.

• Define and optimize global resourcing strategies across onshore and offshore teams to balance cost, service quality, and continuity.
• Ensure delivery models are resilient, flexible, and aligned to demand variability.
• Establish guardrails and governance to enable consistent execution across locations.

• Partner with Product and Technology to align service design with platform capabilities and roadmap priorities
• Collaborate with Analytics to improve visibility into service performance, trends, and opportunities
• Work with Operations and Customer Service leadership to ensure alignment between upstream processes and downstream service impact

• Lead through managers, ensuring team structures, roles, and expectations support scalable delivery
• Establish governance mechanisms to monitor performance, identify risks, and drive timely intervention
• Act as an escalation point for systemic issues, focusing on root cause resolution rather than symptom management

Qualifications

Requirements

• 10+ years of progressive leadership experience in participant services, benefits administration, customer operations, or a comparable high-volume service environment.
• Demonstrated success leading managers and frontline teams with accountability for service delivery, quality, productivity, and business outcomes.
• Strong operational leadership capabilities, including workflow management, staffing alignment, escalation management, and continuous improvement.
• Proven ability to leverage data, metrics, and service insights to identify issues, resolve root causes, and enhance the participant experience.
• Experience partnering cross-functionally with operations, customer service, product, technology, analytics, and support teams to drive service improvement.
• Knowledge of regulated and/or quality-controlled service environments, including process documentation, quality standards, and compliance requirements.
• Excellent communication, collaboration, and influencing skills, with the ability to build credibility and work effectively across frontline teams, peers, and senior leadership.

Preferred

• Professional designation such as CEBS, GPA, RPA, CFC, or a comparable certification related to employee benefits, service delivery, or operations management preferred.

Skills and Competencies

• Strong customer focus combined with operational judgment and risk assessment 
• Ability to translate service level requirements into executable delivery practices 
• Clear, concise executive‑level communication 
• Ability to effectively communicate with diverse clients and stakeholders 
• Process discipline and quality mindset 
• Comfortable enforcing standards, controls, and readiness expectations 
• Continuous improvement orientation 

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Compensation and Benefits 

Benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation 

The salary compensation range being offered for this role is $100,000 to $120,000.

This role is also eligible for an annual short-term incentive bonus. 

Company Benefits:

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• 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 paid 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
• Retirement Benefits:  Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets