Employee Beneifits Operations Director

Acrisure, LLC; Jefferson City (MO); Hybrid; USD 175,000 - 245,000; Full time

Job summary

Acrisure, LLC is seeking a Director of Operations, Employee Benefits in the United States to lead regional operations, align benefits delivery, and elevate client experiences across multiple client segments. The role emphasizes performance culture, talent development, and cross-functional collaboration to scale services and outcomes.

Travel up to 40% may be required; base compensation ranges from $175,000 to $245,000 depending on location, skills, and equity considerations.

Responsibilities

• Client Retention: Partners with the Head of Operations & Client Retention, Growth and Placement to execute on client retention strategies through development of talent, optimized structure, and workflows.
• Client Growth: Executes cross-functional strategies to ensure optimized placement of business and a total client experience based on technology, insights and analytics.
• Culture and talent: Champions leadership with a focus on employee and client-centricity; coordinates training and mentorship to attract and retain talent.
• Process improvement/technology oversight: Identify opportunities for process optimization, automation, and leveraging technology to enhance efficiency and scalability.
• Customer experience and satisfaction: Ensure employee benefits offerings are accessible, user-friendly, and deliver high Net Promoter Scores.
• Operational excellence: Manage processes, allocate resources, and align with policies; liaise across carriers, underwriting, product, finance, and accounting.
• Sustained optimization: Contribute to launching new processes/tech and evaluate external vendors for partnerships.
• Performance Monitoring: Track KPIs and take corrective actions as needed.
• Risk Management: Mitigate risks and ensure regulatory compliance across the department.
• Financial Partnership: Monitor financials and support budgeting decisions; model scenarios.
• M&A: Advise on risks and post-acquisition integration to maximize synergies.

Job description

Job Description Summary

The Director of Operations, Employee Benefits reports to the Head of Operations, Central/West and will significantly contribute to the overall health and success of the Region by executing on strategies to retain clients and revenue through the strength of client relationships, delivery of excellent customer service and dynamic client experiences. This role serves as the standard-bearer of Acrisure’s performance culture and client-focused values. Scope: This role supports the prioritization and execution of the Regions’s operations and makes sure all employee benefit functions are in sync. This involves developing account management talent and strengthening operational and technological capabilities and efficiencies. The employee benefits department is comprised of accounts that are defined as small group, under 20 lives, middle market business, 20-100 lives, and large group, 100+ lives. The employee benefits department within the Central has an annual revenue budget of $150M+.

Essential Responsibilities

• Client Retention: Partners with the Head of Operations & Client Retention, Growth and Placement to execute on client retention strategies through the development of talent, optimized organizational structure, and utilization and adoption of automation, technology and efficient and consistent workflows.
• Client Growth: Helps execute cross-functional strategies to ensure optimized placement of business and delivering a total client experience of solutions based on a deep foundation of technology, client insights and analytics.
• Culture and talent: Champions, models, and propagates exceptional leadership with a focus of employee and client-centricity throughout the employee benefits department. This involves promoting professional growth, identifying talent gaps, and implementing strategies for talent acquisition and retention. Coordinates with key leadership, stakeholders, and Subject Matter Experts (SMEs) to implement training and mentorship opportunities to attract and retain talent.
• Process improvement/technology oversight: Identify opportunities for process optimization, automation, and ways to leverage technology and innovation to enhance operational efficiency and scalability. Support the implementation of designed client experience workstreams to ensure client experience is consistent and aligned across the division. Adopt and leverage solutions and drive digital transformation initiatives to maximize client and Company outcomes through Acrisure’s data and insights.
• Customer experience and satisfaction: Accountable for ensuring that the division’s employee benefits offerings are accessible, user-friendly, and dependable. This involves creating winning experiences for our teams, translating to wins for our clients. Ensures a high level of Net Promoter Score (NPS) feedback on client services. Drives “white” glove experiences throughout the client journey.
• Operational excellence: Manage operational activities, ensure efficient processes, resource allocation and adherence to established policies and procedures. Acts as a liaison between the insurance carriers, underwriting, product, client, finance, and accounting functions to ensure that solutions, systems, and processes can scale effectively and handle growth while maintaining outstanding service quality and meeting regulatory standards. This requires business needs to be in sync and aligned with the employee benefits growth and premium placement teams strategies and initiatives. Collaborate with other departments (HR, IT, Finance, etc.) to design and continuously improve operations in ways that are scalable with high quality control that support the division’s success.
• Sustained optimization: Contributes to building and/or adopting processes to launch new processes and technologies, providing consistent feedback and support for product launches, new features, and regulatory requirements. This also involves working closely with cross-functional leaders to evaluate external vendors to promote strong partnerships and performance from these engagements.
• Performance Monitoring: Monitor and share performance metrics, key performance indicators (KPIs), and operational targets, regularly monitoring and analyzing performance data to identify areas for improvement and implement corrective actions as needed.
• Risk Management: Inform and implements strategies and protocols to mitigate operational and insurance-related risks across the employee benefits department, working closely with the of the division and department leaders to ensure robust processes and controls as well as Ensuring compliance with industry regulations and best practices.
• Financial Partnership: Monitor financial performance, identifying variances and providing reports and recommendations to address any discrepancies. Develop financial models and scenarios to inform budgeting decisions and ensure the organization remains within financial limits.
• M&A: Alongside other functional areas, provides strategic guidance and recommendations to divisional leadership on M&A risks and supporting post-acquisition integration efforts to maximize synergies and achieve the strategic objectives sought in the acquisition.

Travel: Up to 40% of time required #LI-JP1

Pay Details

The base compensation range for this position is $175,000 - $245,000. This range reflects Acrisure's good faith estimate at the time of this posting. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity. Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Why Join Us

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future. Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.

Employee Benefits

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

… and so much more! This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting [e-mail].

Final candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws.

California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.