Director - Participant Services
WTWAbout the role
About The Role
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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.
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Key Responsibilities
Service Model Ownership
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
Performance and Outcomes Accountability
- 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).
Demand and Workflow Optimization
- 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.
Global Delivery Strategy
- 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.
Cross-Functional Leadership
- 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
Leadership and Governance
- 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
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 tea
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