VP Head of Life Operations

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented VP, Head of Life Operations to join our CMD Operations department in Omaha, NE, Charlotte, NC or Newport Beach, CA.
As a VP, Head of Life Insurance Operations you’ll move Pacific Life, and your career, forward by leading and optimizing all operational functions related to life products.

How you’ll help move us forward:

• 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. (Customer Service, Operations Account Management, Work-force planning, Claims and Inforce.)​

• 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.).

The experience you bring:

• Strategic thinking, cross-functional influence, confident communication, and crisis/escalation management.​

• 10–15+ years in  Life Operations/Supply Chain/Customer Success.​

• FINRA Series SIE, Series 6, and state insurance licensing.​

What makes you stand out:​

• 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.​

• Demonstrated ability to create visions, strategies,