About this Opportunity:

As a Director, Premier Support Services, you will be responsible for managing the Advantage Advocate Service and Strategic Consulting teams of Orion. This role includes oversight of a high-volume, multi-team support structure call center environment, where multiple teams collaborate to support the same product. You will be expected to implement and maintain operational controls, administrative and reporting procedures, and people systems that ensure efficiency and scalability across teams. This position requires strong leadership in a fast-paced service model, with a focus on team accountability, performance metrics, and streamlined communication across support units. You will also play a key role in client relationship management, including travel and office visits with top firms, and coordination with Onboarding and Sales teams during transitions. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

For External Candidates:
Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE.

For Internal Candidates:
All internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply.

In this role, you’ll get to:
• Collaborate with the management team to develop and implement plans for the operational infrastructure of systems, processes, and personnel
• Determine changes in programs or operations by holding discussions with operation team management and reviews of daily activity, operating schedules, and management reports
• Interface with Senior Management to revise objectives and plans in accordance with current conditions
• Participate in Daily Huddles with Directors
• Be accountable for all decisions regarding employment, performance appraisals, training, corrective actions and salary recommendations
• Hold weekly one to one meetings with direct report to review tactical & strategic initiatives
• Be responsible for the measurement and effectiveness of all Orion processes through adoption dashboards and reports
• Provide timely, accurate and complete reports on the operating condition of Orion
• Develop, administer, and adhere to approved budgeted expenses
• Plan, develop and implement organization policies and goals
• Work with the Director of Process Improvement to systematically evaluate & implement operational process improvements
• Plan and develop policies and practices designed to improve company image and relations with customers, employees, and shareholders
• Advocate equally to the benefit of both the employee and advisor

We're looking for talent who:
• Has a minimum of 8 years of experience in customer service and working with technology
• Possess a minimum of a bachelor’s degree in business administration or related field
• Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization

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Salary Range:

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

About Us

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.