Director of Operations, Member Experience

Navy Mutual is seeking a strategic and experienced Director of Operations, Member Experience to lead our Customer Service and Inforce Operations departments. This role is pivotal in shaping and executing Navy Mutual’s Member Experience program, ensuring that every interaction reflects our commitment to excellence, efficiency, and empathy.
The Director will drive transformation across operational processes, champion automation and workflow optimization, and foster a culture of continuous improvement. This leader will also oversee complaint resolution, regulatory compliance, and talent development within the departments.
Key Responsibilities:
• Lead and evolve Member Experience strategy across Customer Service and Inforce Operations.
• Develop and implement policies, KPIs, KRIs, and SOPs to ensure operational excellence.
• Oversee complaint investigations and resolutions, ensuring compliance with regulatory standards.
• Collaborate cross-functionally with Legal, Compliance, Finance, Sales, and Technology teams.
• Manage and mentor Operations Managers and their teams, ensuring high performance and engagement.
• Monitor and respond to audits and inquiries from state Departments of Insurance.
• Support compliance functions including agent monitoring, AML, and fraud prevention.
• Stay abreast of industry trends and best practices to inform strategy and innovation.
• Manage departmental budgets and contribute to strategic planning.
• Ensure compliance with regulations, policies, procedures, including NAIC Model Rules and
regulations as applicable to the Association.
Qualifications:
• Bachelor’s degree or 10+ years of experience in life insurance operations or customer service.
• Professional designations (FLMI, ALMI, ACS or related) are a plus.
• Deep understanding of life insurance and annuity products and supporting systems.
• Demonstrated ability to manage high quality teams, drive performance, and lead change.
• Exceptional critical thinking, organizational, and decision-making skills.
• Strong leadership, communication, and interpersonal skills.
• Proficiency in Microsoft Office Suite is required.