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About the Company

Aflac is a major U.S. insurance brand and a Fortune 500 company known for voluntary insurance products that pay policyholders directly in cash. The organization emphasizes employee growth, strong relationships, community contribution, ethical conduct, and inclusion.

Role Overview

This is a remote leadership position based in Shelton, Connecticut. The role is intended to be performed from home within the continental United States, though occasional office visits may be requested when business needs require advance coordination. The position sits within the PLADS division.

The role calls for a leader who can guide customer solutions strategy, support account retention, strengthen client relationships, and help shape service and operational improvements that align with business goals.

Key Responsibilities

Set direction and provide leadership to support account growth and retention.
Manage customer expectations to maintain strong program performance.
Create and execute initiatives that improve loyalty and keep customers engaged.
Address complaint handling standards in claims services and client service delivery.
Review results against targets and identify opportunities to improve satisfaction, programs, and policies.
Work closely with sales and account teams on long-term plans aligned to market needs.
Support policy, objective, and activity planning so customer satisfaction remains strong and retention is protected.
Assess unusual customer requests and determine offerings while weighing relationship impact, compliance, regulatory rules, strategic value, ROI, and financial results.
Build creative solutions for evolving customer needs, including technology and data enhancements.
Represent operations during presales and sales activities, including finalist presentations and sales strategy discussions.
Partner internally on RFP responses and help refine the value proposition.
Help build organizational structure and ensure qualified, motivated staff are available now and for future growth.
Develop succession plans for key roles and lead coaching and training for CL team members.
Provide direction, support, and motivation to help the team perform at a high level.
Review operating performance and standards for the division.
Share reports and updates with direct reports, approve plan changes, and present monthly performance updates and decision items to senior management.
Handle additional duties as required.

Required Knowledge and Skills

Strong understanding of claims operations, training, and risk management practices.
Working knowledge of federal, state, and local regulations, plus industry requirements.
Familiarity with legal and medical terminology.
Understanding of organizational, administrative, and management principles.
Knowledge of PLADS market conditions and competitive landscape, with the ability to turn that insight into practical solutions.
Budgeting and expense control capability.
Experience handling employee relations issues proactively.
Ability to use operations management and business process redesign methods across different business situations.
Strong leadership, project management, and practice development capability.
Deep knowledge of PLADS products and systems, including relevant technical expertise.

Education and Experience

A bachelor's degree in business, healthcare, or a related discipline is required, along with 10 years of professional experience in disability and absence and 5 years of management experience. An equivalent mix of education and experience may also be considered.

A master's degree is preferred. Additional preferred background includes relationship management, sales support, business retention, and enrollment management.

Compensation and Benefits

The annual salary range for this role is $140,000 to $200,000. Actual pay will depend on factors such as education, experience, licensure, certifications, geographic location, and internal peer pay considerations. Hiring at or near the top of the range is uncommon so that future salary growth remains possible. Incentive pay and benefits are not included in the stated range.

Benefits may include medical, dental, and vision coverage; prescription drug coverage; healthcare and dependent-care flexible spending accounts; supplemental Aflac policies at no cost to the employee for accident, cancer, critical illness, and hospital indemnity; a 401(k) plan; annual bonuses; and the ability to purchase company stock. Eligible employees may also receive 11 paid holidays each year, up to 20 PTO days for any purpose, and applicable sick leave plus other leaves where required by law.

Additional Notes

This role is part of the PLADS division and carries job ID 9434. The posting indicates an end date of July 3, 2026. The company follows applicable leave laws, including sick and safe leave as well as adoption and parental leave.

Director, Customer Solutions