Director - Participant Services
WTW • Tampa, FL • Posted June 27, 2026
About the Role
**Description**
**About The Role**
The Director, Participant Services is accountable for defining and evolving the end-to-end service model supporting off-phone participant case management and service delivery across Via Benefits programs. This role oversees performance, scalability, and continuous improvement within a high-volume service environment, ensuring delivery is efficient, consistent, and aligned to client and participant outcomes.
This role leads through managers, operating structures, and performance frameworks rather than direct day-to-day execution. The focus is on designing systems that reduce repeat demand, improve service experience, and scale effectively across a global delivery model.
This position partners across Operations, Customer Service, Product, Technology, and Analytics to align service strategy with platform capabilities, demand drivers, and business priorities.
**Key Responsibilities**
**Service Model Ow...
**About The Role**
The Director, Participant Services is accountable for defining and evolving the end-to-end service model supporting off-phone participant case management and service delivery across Via Benefits programs. This role oversees performance, scalability, and continuous improvement within a high-volume service environment, ensuring delivery is efficient, consistent, and aligned to client and participant outcomes.
This role leads through managers, operating structures, and performance frameworks rather than direct day-to-day execution. The focus is on designing systems that reduce repeat demand, improve service experience, and scale effectively across a global delivery model.
This position partners across Operations, Customer Service, Product, Technology, and Analytics to align service strategy with platform capabilities, demand drivers, and business priorities.
**Key Responsibilities**
**Service Model Ow...