Hiring: Director - Participant Services Company: WTW Location: South Jordan, UT Job Posted Time: 2026-09-16 11:50:34 About the job Experience: •10+ years of progressive leadership experience in participant services, benefits administration, customer operations, or a comparable high-volume service environment. Required Skills: •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. •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 •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). Qualifications: •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. •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 teams, peers, and senior leadership. •Professional designation such as CEBS, GPA, RPA, CFC, or a comparable certification related to employee benefits, service delivery, or operations management preferred. •Strong customer focus combined with operational judgment and risk assessment •Demonstrated capacity to translate service level requirements into executable delivery practices •Demonstrated capacity to effectively communicate with diverse clients and stakeholders •Process discipline and quality mindset Compensation: •$100,000 - $120,000 / year •This role is also eligible for an annual short-term incentive bonus Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!