Head of Insurance Operations · Fully Remote

Salary Range: $60,000 - $80,000
Job Posting End Date: June 15th 2026

We’ve Got You Under Our Wing
We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all… The Aflac Way .

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.

Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.

Worker Designation – This role is a remote role. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.

What does it take to be successful at Aflac?
Acting as a Champion for Change
Acting with Integrity
Communicating Effectively
Demonstrating Initiative
Developing Talent
Managing Performance
Pursuing Self-Development
Serving Customers
Supporting Change
Supporting Organizational Goals
Working with Diverse Populations

What does it take to be successful in this role?

• Proficient in Windows-based software, to include Microsoft Word and Excel
• Excellent oral, written, and interpersonal communications skills to effectively interact and negotiate with internal/external customers and senior management
• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner
• Broad knowledge of Aflac products/services and systems is preferred

Education & Experience Required

• Associate's Degree In a related field
• 3 or more years of job related experience.
• 3 years in a leadership/senior/supervisory capacity in a diverse work environment.
• 2 years’ work experience in customer services or customer service center environment.

Or an equivalent combination of education and experience

Education & Experience Preferred
~ Bachelor's Degree In related field

Principal Duties & Responsibilities

• Leads, motivates, coaches, and develops individuals within the team; provides consistent and constructive feedback to employees through performance evaluations, counseling and other means of communication; maintains employee personnel records in regards to performance and attendance; monitors progress of new employees and identifies training needs of new and experienced employees; recommends promotions and terminations of employees as approved by the department head; prepares monthly performance information for management review
• Assists with planning, developing, and incorporating corporate culture changes that result in quality and productivity improvements; recommends proper utilization of personnel and resources
• Consults with management to develop and formulate strategic long and short-range plans aimed at enhancing performance and providing direction for process improvements and resource management; plans, designs, and implements service delivery performance measurement systems; leads or facilitates team based improvement projects; remains abreast of current trends and best practices in organizational development, functional operations, and quality areas
• Supervises employees within the team to ensure that quality and production goals are met; establishes priorities and schedules daily work assignments to ensure that processing/completion of requests meets established goals; assists employees with problems and questions; identifies process/procedure enhancements and makes recommendations for improvement
• Evaluates department’s processes, analyzes data, performs root cause analysis, and establishes quality control procedures; conducts, directs and analyzes internal reviews and quality initiatives; publishes and communicates quality analysis tools; identifies areas of opportunity and recommends enhancements
• Communicates extensively with employees, field force, payroll accounts, policyholders, and other administrative departments to ensure customer satisfaction; handles elevated customer calls to provide resolutions; reviews customer complaints and inquiries to identify trends, and makes recommendations for enhancing customer satisfaction; participates in the interviewing/hiring process of applicants; attends meetings in the absence of the director/manager; researches and develops presentations; participates/facilitates high level meetings and focus groups
• Identifies, analyzes, and monitors business technology requirements and enhancement possibilities; recommends viable technological solutions, modifications, and applications; takes a leadership role in managing assigned projects; evaluates recommended projects to determine cost, benefits, and feasibility, and prepares recommendations for implementation
• Performs other related duties as required

Total Rewards
The salary range for this job is $60,000 to $80,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.