Job description

Job Description:
Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of building a $1BM revenue, profitable new business in the Workforce Benefits market. That’s why we’re actively seeking a Leader, Technology Operations to join our team and take part in our people-first culture. This role reports to the Head of Technology of the Workforce Benefits Division and the role will be hybrid with in-office work taking place in our Newport Beach, CA or Omaha, NE offices. Remote candidates will be considered.

As the Leader of Technology Operations for the workforce benefits division, you’ll play a key role in Pacific Life’s growth and long-term success by driving the service excellence strategy focused on providing reliable technology operations that deliver critical capabilities, including the division’s mission-critical policy administration platform, customer facing digital assets, and underlying foundational infrastructure. You will lead a dynamic and growing team, including internal and contracted teams, responsible for all technology service operations, including platform service delivery, outage & incident response, change control, maintenance, and support of key workforce benefits technology components (that include both internal and customer facing platforms). Your team will coordinate with multiple external service providers and establish strong partnership with our internal corporate technology team to maintain service excellence. You and your team will focus on optimizing the processes and supporting technologies to deliver on all services. The successful candidate will prioritize service excellence, delivering results, agility, and efficiency in all responsibilities, ensuring our ability to meet our audicious goals and achieve our strategy.

How you will make an impact:
Service Delivery Excellence: build and evolve the operating strategy & operating model to assure all business critical platform operations continuously evolve to meet business requirements.
Incident & Outage Response: manage incidents and outages across the infrastructure, coordinating with all required parties to recover services. This will include the core administration platform, customer-facing portals, and critical foundational infrastructure.
External Relationships: build relationships with external service delivery partners to maintain service delivery targets and quickly diagnose and recover from service delivery issues.
Internal Partnership: establish strong partnership with internal corporate technology delivery teams to establish and maintain robust platform operationg models, outage response plans, disaster recovery plans, and business continuity plans.
Change Control: create and manage change control framework that integrates all partners to gracefully introduce new capabilities without adverse impact to production services.
Team Development & Performance: Building the internal team, providing coaching and mentorship to direct reports to maintain a high-performing team and focus on career growth and development.

The experience you will bring:
12+ years of relevant experience, including a combination of service delivery, shared services, and technical program management.
4+ years of proven success leading a team with demonstrated leadership values and coaching skills.
Demonstrated excellence with service delivery including critical customer-facing platforms.
Proven project management capabilities including planning, organizational skills, effective time management, and a growth mindset are essential.
Experience creating and managing SLAs, OLAs, and relevant service delivery metrics.
Proven ability to use data, analytics, and business knowledge to solve complex business problems and create efficiencies.
Experience working with the processing of regulated data, including HIPAA, PHI, PII.
Strong working knowledge of supporting a portal of heavily cloud-based service offerings.
Ability to anticipate customer needs and emerging technology trends, articulating a vision and strategy that drives and supports the overall workforce benefits strategy.
Advanced proficiency with Microsoft Office applications (Word, Excel, Outlook)
Proven ability to maintain 24/7 service excellence.
Bachelor’s degree in computer science, data science, or related field.

What will make you stand out:
Proven experience managing teams comprised of staff and outsourced team members.
Knowledge of ITIL service delivery framework with practical implementation experience.
You embrace the ambiguity and complexity associated with establishing a new business and new team structure.
Experience in the workforce (group) benefits and/or insurance industry.

#LI-REMOTE

Base Pay Range:
The base pay range noted provides a basis to determine the appropriate offer dependent upon several factors including but not limited to geographic location, experience, skills, education and pay equity. Also, most employees are eligible for additional incentive pay.
$148,800.00 - $186,000.00 - $260,400.00

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

Paid Parental Leave as well as an Adoption Assistance Program

Competitive 401k savings plan with company match and an additional contribution regardless of participation

EEO Statement:
Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

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