AVP, Customer Solutions Delivery

AVP, CUSTOMER SOLUTIONS DELIVERY
(Full Time, Salary, Exempt)
 

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, a culture of learning, and a fast-paced environment. This is a hybrid position with 3 days in-office. Join our team to help make a difference in the lives of others! 

About Continental General:

The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 100,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

Position Overview:

We are seeking an innovative and customer-obsessed technology leader to join our team as Assistant Vice President of Customer Solutions Delivery. In this pivotal role, you will lead the digital transformation of our policy administration ecosystem, overseeing teams responsible for delivering cutting-edge solutions across the entire customer journey from policy servicing and billing to claims processing and omnichannel customer engagement.
As a key member of our technology leadership team, you will champion a customer-first approach while driving operational excellence through modern cloud-native architectures and AI-powered innovations. You will be responsible for building world-class engineering teams that can rapidly deliver business value while maintaining the reliability and compliance standards critical to our insurance operations. This role offers the unique opportunity to shape the future of long-term care insurance technology while directly impacting the lives of policyholders and their families.

Key Responsibilities:

Team Leadership & Development

• Build, mentor, and lead high-performing cross-functional teams of engineers, analysts, and technical professionals
• Foster a culture of innovation, continuous improvement, and customer obsession
• Develop talent pipelines and succession planning strategies for critical technical roles

Technology Strategy & Execution

• Define and execute the technology roadmap for policy administration, billing, claims, and customer service platforms
• Lead cloud migration and modernization initiatives leveraging AWS cloud-native services
• Champion AI/ML adoption to enhance operational efficiency and customer experience
• Drive build vs. buy vs. configure decisions for optimal business value delivery

Customer & Stakeholder Partnership

• Serve as the primary technology liaison for business operations leaders across policy administration, billing, claims, and customer service
• Translate business requirements into scalable technical solutions
• Build and maintain strong relationships with internal customers to anticipate and address evolving needs
• Present technology initiatives and outcomes to senior leadership and board committees

Operational Excellence

• Ensure 99.9%+ availability of customer-facing systems including portals, call center platforms, and provider interfaces
• Implement DevOps best practices and continuous delivery pipelines
• Establish and monitor KPIs for system performance, customer satisfaction, and operational efficiency
• Oversee compliance with insurance regulatory requ