AVP, Customer Solutions Delivery

Description

AVP, CUSTOMER SOLUTIONS DELIVERY
(Full Time, Salary, Exempt)
 

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, a culture of learning, and a fast-paced environment. This is a hybrid position with 3 days in-office. Join our team to help make a difference in the lives of others! 

About Continental General:

The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 100,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

Position Overview:

We are seeking an innovative and customer-obsessed technology leader to join our team as Assistant Vice President of Customer Solutions Delivery. In this pivotal role, you will lead the digital transformation of our policy administration ecosystem, overseeing teams responsible for delivering cutting-edge solutions across the entire customer journey from policy servicing and billing to claims processing and omnichannel customer engagement.
As a key member of our technology leadership team, you will champion a customer-first approach while driving operational excellence through modern cloud-native architectures and AI-powered innovations. You will be responsible for building world-class engineering teams that can rapidly deliver business value while maintaining the reliability and compliance standards critical to our insurance operations. This role offers the unique opportunity to shape the future of long-term care insurance technology while directly impacting the lives of policyholders and their families.

Key Responsibilities:

Team Leadership & Development

• Build, mentor, and lead high-performing cross-functional teams of engineers, analysts, and technical professionals
• Foster a culture of innovation, continuous improvement, and customer obsession
• Develop talent pipelines and succession planning strategies for critical technical roles

Technology Strategy & Execution

• Define and execute the technology roadmap for policy administration, billing, claims, and customer service platforms
• Lead cloud migration and modernization initiatives leveraging AWS cloud-native services
• Champion AI/ML adoption to enhance operational efficiency and customer experience
• Drive build vs. buy vs. configure decisions for optimal business value delivery

Customer & Stakeholder Partnership

• Serve as the primary technology liaison for business operations leaders across policy administration, billing, claims, and customer service
• Translate business requirements into scalable technical solutions
• Build and maintain strong relationships with internal customers to anticipate and address evolving needs
• Present technology initiatives and outcomes to senior leadership and board committees

Operational Excellence

• Ensure 99.9% availability of customer-facing systems including portals, call center platforms, and provider interfaces
• Implement DevOps best practices and continuous delivery pipelines
• Establish and monitor KPIs for system performance, customer satisfaction, and operational efficiency
• Oversee compliance with insurance regulatory requirements and data privacy standards

Innovation & Transformation

• Lead enterprise-wide digital transformation initiatives
• Identify and pilot emerging technologies to enhance competitive advantage
• Drive automation initiatives to reduce manual processing and improve accuracy
• Collaborate with product teams to enable new business capabilities and revenue streams

Financial & Resource Management

• Manage technology budgets across multiple value stream teams
• Optimize resource allocation between operational maintenance and strategic initiatives
• Develop business cases for technology investments with clear ROI metrics

Qualifications

Qualifications:

Required:

• Bachelor's degree or equivalent experience
• 10 years of progressive technology leadership experience, with at least 5 years managing multiple engineering teams
• Demonstrated experience in insurance, financial services, or highly regulated industries
• Proven track record of delivering large-scale digital transformation initiatives
• Deep expertise in AWS cloud services, microservices architecture, and API-first design
• Experience with AI/ML implementation in production environments
• Strong understanding of policy administration systems, billing platforms, and claims processing workflows
• Excellence in stakeholder management and ability to influence without direct authority
• Outstanding communication skills with ability to translate technical concepts for business audiences

Preferred:

• Experience with long-term care or health insurance operations
• Knowledge of insurance regulatory frameworks (HIPAA, state insurance regulations)
• Certifications: AWS Solutions Architect, PMP, or relevant technology certifications
• Track record of successful vendor management and system integration projects
• Background in customer experience optimization and omnichannel service delivery

Competencies:

• Self-motivated
• Analyzing information
• Excellent problem-solving skills
• Strategic thinking
• Conflict management
• Negotiation skills
• Leadership
• Teamwork
• Coaching/Mentoring
• Excellent communication skills
• Conceptual ability
• Credible vision

Why Join Us?

• Competitive salary and benefits, including 401(k), health insurance, and performance-based bonuses.
• Collaborative and fast-paced work environment.
• Professional development and growth opportunities within the finance and investment space.

Benefits:

• Competitive Salary & Target Bonus Program
• Retirement Savings – 401(k) with a company match
• Comprehensive Medical insurance through BlueCross BlueShield of Texas. Company-paid dental, vision, short-term & long-term disability, and life insurance.
• Work-Life Balance – This role offers 25 days of PTO, 10 paid holidays, and paid volunteer time off.
• Flexible Work Options & Perks – Hybrid opportunity, wellness programs, and weekly paid lunch for onsite staff.
• Health Savings Accounts (HSA) & Flexible Spending Accounts (FSAs) – Includes a company match for HSAs.

Pre-Employment Screening Notice:
All potential hires are subject to a comprehensive pre-employment screening process, which includes verification of employment history, education credentials, professional references, and a drug screen. 

Salary : $185,000 - $205,000