**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...