Director of Operations
Location: Los Angeles, CA 90015
Salary: $125,000 – $150,000 / year (commensurate with experience)
Position Type: Full-Time | Exempt
Schedule: Monday – Friday, 9:00 AM – 5:30 PM PST
Work Arrangement: Hybrid (3 days onsite / 2 days remote, subject to business needs)
Position Overview
We are seeking a dynamic, strategic, and hands-on Director of Operations to oversee and elevate the day-to-day operational execution, benefits plan administration, and facility operations of our Administrative Office in Los Angeles.
The Director of Operations will drive operational efficiency, champion data-driven continuous improvement, lead high-performing teams, and foster strong partnerships with internal stakeholders, Trustees, and external vendors. This role requires a strong balance of strategic oversight, member-centric service leadership, technical acumen, and regulatory compliance expertise.
Key Responsibilities
Strategic Leadership & Team Management
- People Leadership: Recruit, hire, train, mentor, and evaluate staff; provide continuous vision, goal-setting, constructive performance feedback, and motivation.
- Strategic Planning: Actively contribute to establishing and executing short- and long-term strategic, operational, and administrative goals across the organization.
- Vendor & Contract Management: In partnership with functional areas and legal counsel, negotiate and manage relationships, service level agreements (SLAs), and deliverables with external partners and service providers.
Benefits Plan Administration & Compliance
- Day-to-Day Plan Operations: Manage the operational accuracy, efficiency, data integrity, and safeguarding of overall Benefits Plan administration.
- Performance & Data Analytics: Monitor and evaluate operational health by gathering, interpreting, and reporting performance metrics; present actionable recommendations and continuous improvement solutions.
- Regulatory Oversight: Ensure processes, programs, policies, and communications comply with applicable industry standards and legislative regulations.
Member & Employer Services / Outreach
- Call Center Operations: Build, optimize, and oversee call center workflows to deliver exceptional service to participants, beneficiaries, and employers.
- Issue Resolution: Oversee the resolution of appeals, complex member inquiries, and formal complaints.
- Communications & Notices: Ensure accurate, timely distribution of all participant/employer communications and required regulatory notices.
Information Technology & Infrastructure
- IT Oversight: Partner with HelpDesk, network, and software development providers to establish and enforce technology performance standards and secure system controls.
- System Vendor Management: Collaborate with software vendors to ensure recordkeeping, processing, and customer service platforms remain robust, updated, and aligned with operational needs.
Facilities & Property Management
- Facility Operations: Oversee facilities maintenance, contracted building services, safety regulations, office audits, and physical space management for the Los Angeles location.
- Office Systems: Ensure seamless operations across office practices, including document filing, multi-team file-sharing tools, and safety standards.
Board of Trustees Support (As Warranted)
- Board Coordination: Assist in coordinating Board of Trustee meetings, including agenda preparation, logistics, and pre-meeting material distribution.
- Minutes & Follow-up: Attend meetings, record official minutes, distribute action items, and track post-meeting deliverables.
Qualifications & Requirements
Required Qualifications
- Experience: 3–5+ years in a Manager role within a health plan or employee benefits call center environment.
- Education: Bachelor’s degree in Healthcare Administration, Business Administration, Operations, or a related field (or equivalent combination of education and experience).
- Business Acumen: Demonstrated strong business intelligence, analytical skills, and experience auditing operational data and legislative regulations.
- Technical Skills: Advanced proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, Teams).
- Travel: Ability to travel periodically as needed.
Preferred Qualifications
- Project & Process Management: 3+ years of project management experience in a growth-oriented environment; Six Sigma experience or certification is a plus.
- Benefits Expertise: Extensive knowledge of employee benefit plan design and regulations (ERISA, DOL, IRC, HIPAA, ACA, etc.). Experience in a Taft-Hartley or collective-bargaining environment is highly preferred.
- Facilities Management: 2+ years of experience overseeing facility agreements, property management, and workplace safety.
- Board Support Experience: Advanced experience coordinating Board-level meetings, agendas, travel logistics, and formal minute-taking.
- Advanced Education & Certifications: Master’s degree in a relevant field; Certified Employee Benefit Specialist (CEBS) or IFEBP trust plan certifications.
- Language Skills: Bilingual in English and Spanish is strongly preferred.
Compensation & Benefits
Along with a competitive salary of $125,000 – $150,000, we offer a comprehensive and generous benefits package (valued at approximately $36,175):
- Healthcare: $0 co-premium for Medical, Dental, Vision, and Prescription coverage (eligible 1st of the month following 30 days of active service).
- Retirement: 401(k) plan and defined Benefit Pension plan.
- Financial Protection: Life and AD&D insurance plans.
- Paid Time Off: 12.5 Paid Holidays, 3 Personal Days, 7 Sick Days, 5 Bereavement Days, plus accrual for Vacation days.
- Additional Perks: Prepaid Legal Services and Employee Assistance Program (EAP).
