AVP, Multi-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 Assistant Vice President of Multi-Life New Business and Operations. This leader will be responsible leading and optimizing all functions related to Multi-Life operations, including new business processing, customer service, policy administration, account management and service delivery.  

This role ensures operational excellence, regulatory compliance, and a superior customer experience while driving efficiency and scalability across processes. This position can be based in Charlotte, NC or Omaha, NE, and is onsite four days a week.

How You’ll Help Move Us Forward:

-Own the end-to-end new business and operations functions that support our Multi-Life product. 

-Lead a cross-functional team responsible for all operational aspects of the Multi-Life business, building and developing a high-performing team with robust succession planning.

-Serve as the operational owner for key accounts, acting as the escalation point and managing QBRs/MBRs and service-level commitments.

Proactively engage clients to meet or exceed expectations for Multi-Life business support.

-Translate customer feedback into operational improvements, driving a VOC-to-action pipeline.

-Manage departmental budgets, ensuring expenses align with product allowables.

-Define and track metrics (e.g., Objectives & Key Results) to focus on business value realization throughout the product lifecycle, including user satisfaction, performance, and team health.

-Coach and mentor the team to deliver high-quality customer engagement and superior support for new business and Inforce transactions.

-Collaborate with the Executive Sponsor to define for the evolution of Multi-Life customer experience, aligning business and technology strategies.

-Drive launch readiness and lifecycle operations for new products or enhancements.

-Collaborate across CMD with product, sales, underwriting, marketing to ensure successful support throughout the product lifecycle.

-Maintain compliance with industry regulations (FINRA, State Regs).

Manage risk and business continuity (vendor risk, key-person risk, etc.).

The experience you will bring:

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

• 8–10+ years in Operations/Customer Success, with 5+ years in Multi-Life product line operations.​

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

• Extensive experience in Life Insurance operations across the entire product lifecycle.

• Deep understanding of Multi-Life business complexities and their application to provide superior ongoing operational support.

• Proven experience in developing, managing, and leading cross-functional operations teams.

  Demonstrated ability to create visions, strategies, and roadmaps that achieve goals and outcomes.​

• ​Ability to collaborate with and influence cross-functional leaders.​

• Exceptional skill in working with and analyzing KPIs to guide decision making.​

• Keen understanding of what drives customer satisfaction in allocating resources and priority setting.

• Bachelor’s degree preferred

More reasons to join:

At Pacific Life, the work we do matters. We work passionately each day to drive our company forward while enjoying job security, flexible scheduling, and great opportunities for career growth. 

$185,000 - $215,000

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