AVP Operations Transformation

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. 

At Pacific Life, we're transforming our operations to support growth, scalability, and an exceptional customer and agent experience. We’re seeking a forward-thinking experienced AVP, Operations Transformation Leader to drive a multi-year Consumer Markets Division Operations transformation initiative COAST (Connected Operations and Automated Systems Transformation) Program.  In close partnership with technology this leader will co-own the successful delivery and outcomes of the program including the achievement of key program deliverables.   

This role is pivotal to our journey toward driving modern, efficient, and scalable operations enabling our service teams to deliver exceptional service. You'll lead a strategic initiative to simplify processes, and leverage automation and AI to enhance service delivery—ensuring Operations is equipped to support both current and future business needs. 

We’re actively seeking a talented AVP Operations Transformation to join our Operations team in [Newport Beach, CA or Omaha, NE.

How you'll help move us forward:

• Partner with business leaders in Operations to develop and communicate a clear vision for Operations, including future service models and technology needs. 

• Partner with a technology leader in a “two-in-a-box” model to align operational priorities and outcomes in partnership with Program Management. 

• Co-Own delivery of COAST program milestones, ensuring alignment with strategic objectives and timely execution. 

• Regularly reassess and adjust program plans and timelines to meet evolving business needs. 

• Champion service design using data and workforce planning to enable scalable operations. 

• Drive transformation initiatives to reduce manual effort, increase speed, and improve customer and agent satisfaction. 

• Ensure accountability for key KPIs and value metrics through data-driven insights. 

• Build and lead high-performing, cross-functional teams focused on operational readiness of new technology capabilities, while ensuring adoption of new capabilities

• Foster a culture of agility, engagement, and collaboration. 

• Maintain comprehensive knowledge of the COAST program, including CBAs, KPIs, and operational impacts. 

• Champion change management initiatives within Operations and Distribution to drive effective engagement and adoption of new processes and technologies.

The experience you bring:

• 10+ years in service operations leadership, with deep annuity and life insurance experience

• Proven success leading complex operational functions and large-scale transformation efforts

• Solid understanding of service disciplines including claims, new business, inforce, customer service and operations

• Exceptional leadership and communication skills with strong ability to influence and align cross-functional teams

• Strategic thinker with a bias for action and continuous improvement

• Bachelor's or master’s degree in business, Operations Management, or a related field (or equivalent experience) 

Base pay range: $198k - $230k

You can be who you are.

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife

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Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you c