Dir, Customer Solutions

Salary Range: $140,000 - $200,000

Job Posting End Date: July 3, 2026

We’ve Got You Under Our Wing

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.

Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.

Worker Designation – This role is a remote role. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.

What does it take to be successful at Aflac?

• Acting as a Champion for Change
• Acting with Integrity
• Communicating Effectively
• Demonstrating Initiative
• Developing Talent
• Managing Performance
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals
• Working with Diverse Populations

What does it take to be successful in this role?

• Knowledge of operating principles and methodologies applicable to claims, training, and risk management. operates;

• Knowledge of federal, state, and local regulatory and industry requirements; knowledge of legal and medical terminology; understanding of principles and practices of organization, administration and management.

• Knowledge of PLADS competitive intelligence and market conditions; a very high degree of skill in applying this knowledge to developing solutions and resolutions to institutional customer issues

• Knowledge of budgeting and expense control to plan, implement, and maximize funds expenditure while maintaining and improving quality standards

• Knowledge of employee relations to handle employee issues proactively

• Demonstrated ability to apply operations management and business process re-engineering tools and techniques to a wide variety of business techniques

• Strong project management, leadership, and practice development skills

• Extensive knowledge of PLADS products and systems, including technical expertise in systems as they relate to the business.

Education & Experience Required

• Bachelor's Degree business, healthcare or a related field
• 10 years of professional experience in disability and absence, 5 years management experience.

Or an equivalent combination of education and experience

Education & Experience Preferred

• Master's Degree
• Prior experience in relationship management, sales support, business retention and enrollment management

Principal Duties & Responsibilities

• Provides strategic direction and leadership to ensure the growth and retention of current accounts.

• Manages client expectations to ensure exceptional program performance.

• Coordinates and implements strategies to boost customer loyalty and retention.

• Ensure complaints in claim management services, standards, best practice, and client service requirements.

• Evaluates performance in meeting objectives and identifies areas of improved customer satisfaction, program improvement, policy changes.

• Partners with sales and account team to develop long-term strategic plans in response to market demands.

• Provides support in the planning and implementation of policies, objectives, and activities of department to ensure continuation in customer satisfaction for operations to ensure retention of current customers.

• Directs evaluation and analysis of nonstandard customer request and makes decisions on customer offerings, considering customer and broker relationships and retention, compliance, regulatory guidelines, strategic considerations, return on investment and financial outcomes.

• Develops and directs creative solutions to meet the changing needs of customs, including identification and recommendation on technology, data enhancements based on customer and business needs.

• Provides leadership in operations representation during the pre-sale and sales cycle, participation in finalist meetings and sales strategy,

• Collaborates internally on RFP responses and development, refinement of the value proposition.

• Assists in the development of organizational framework and provides necessary leadership to ensure the ongoing availability of qualified and motivated staff to meet current needs, plans for future growth, develops succession plans for key positions. Leads the development coaching and training for the CL team members.

• Provides support, guidance, leadership, and motivation to promote maximum performance of team.

• Reviews and interprets performance against operating plans and standards for the division.

• Provides information and reports to direct reports on results and approves changes in plans. Presents monthly reports on performance and develops and presents matters requiring decisions to key management team for the division.

• Performs other duties as needed.

Total Rewards

The salary range for this job is $140,000 - $200,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock.  On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.