The Director of Operations is accountable to two core areas of ThrivePass’s business: our Pre-tax business, which includes HSA, FSA, HRA, Commuter and Dependent care benefits; and COBRA administration. The ideal candidate has deep experience in leading operations and support teams, preferably in a TPA environment. This role is crucial to ensuring exceptional customer service, efficient processes, and a high standard of performance.

Our Why.

We empower our clients, and their employees, to Thrive through the personalization of employee benefits and data-driven insights.  

Reporting Relationships.

This role reports to the COO and serves on the ThrivePass Senior Leadership Team. The role has oversight to the Pre-tax and COBRA teams across three countries. Additionally, this role has interdependencies with other departments, and will regularly be expected to contribute insight to the benefit of the organization.

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• Strategic Leadership: Assess and align operational structures and processes with ThrivePass’s goal of continuous growth and scalability. ‍
• Team Management: Lead, mentor, and motivate a team, fostering a positive work environment and a culture of continuous improvement.
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• Operational Efficiency: Streamline call center, claims and COBRA operations. Develop and implement strategies to understand root cause drivers of support tickets, claims and calls, always keeping superior client and member experience at the forefront, and work across the organization to address and mitigate these issues. ‍
• Process Optimization: Assess, restructure, and automate (where appropriate) processes to enhance productivity, improve margins and set a standard for excellence in quality. ‍
• Quality Assurance: Oversee regular quality audits to ensure high standards of customer service and call handling accuracy.
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• Performance Metrics: Establish and monitor key performance indicators (KPIs) to track the performance of the call center and identify areas for improvement.
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• Financial Accountability: Maintain a clear view of each team’s Labor Efficiency Ratio, with a goal of optimizing margins. ‍
• Training and Development: Develop training programs for employer services, claims and call center staff to ensure they are equipped with the knowledge and skills required to excel in their roles.
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• Customer Satisfaction: Continuously monitor customer feedback and implement strategies to improve customer satisfaction levels.
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• Communication: Establish and maintain effective communication channels with other departments, stakeholders, and external partners to ensure alignment and collaboration.


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• Bachelor’s degree in business administration, Operations Management, or a related field.  
• Proven experience as a Director of Operations or in a similar senior management role preferably with TPA claims and support center experience.
• Demonstrated expertise with support center operations, including inventory management, technology, workforce management, and performance metrics.
• Exceptional leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.
• A commitment to delivering outstanding customer service.
• Knowledge of regulatory requirements and industry best practices.

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Salary Offered

$90,000-$100,000/annually

Bonus Eligible

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Benefits Offered

• Health, Dental, and Vision Insurance
• Life and AD&D Insurance
• Short-and long-term disability insurance
• Maternity and Paternity Leave
• 401K with employer match
• 5-and 10-year sabbatical program
• Employee Assistance Program (EAP)
• Voluntary Benefits
• Monthly Employer Contributions to Employee ThrivePass Account
• Annual Learning and Development Funds
• Generous Paid Time Off (PTO) Policy

ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.

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