Augie Spagnola
Director, Plan Management Operations @Voya Financial
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WORK HISTORY
Director, Plan Management Operations @Voya Financial
Oversaw a $14M operating budget while leading 7 direct reports and 85 indirect staff across Mid-Market Client Management and Plan Administration teams, directing operational strategy, workforce planning, and enterprise retirement services delivery.• Sustained 96% client retention throughout tenure by strengthening enterprise client engagement strategies, improving service delivery performance, and maintaining executive-level relationships with retirement plan sponsors.• Safeguarded service continuity across retirement plans during the OneAmerica acquisition by orchestrating enterprise integration planning, operational transition strategies, and stakeholder coordination.• Established a Shared Services team of 5 associates to centralize trust reconciliation, audit preparation, participant communications, and rollover processing, improving operational consistency and scalability.• Developed enterprise reporting frameworks in partnership with senior leadership to monitor service levels, productivity trends, and operational performance across retirement services teams.• Cultivated executive partnerships with C-suite stakeholders to identify operational improvement opportunities, align service delivery with evolving client needs, and strengthen revenue retention strategies.
EDUCATION
Kean University
BS, Business Administration
ABOUT AUGIE SPAGNOLA
Customer success is most powerful when it is built as a strategic engine for growth, not just a support function. Throughout my career, I have focused on building organizations, processes, and leadership teams that transform customer experience into measurable business outcomes.I am a Leader of Client & Customer Success with more than two decades of experience leading enterprise client operations, scaling service organizations, and strengthening long-term customer relationships. My work centers on building high-performing teams, improving operational performance, and creating customer success strategies that drive retention, adoption, and sustainable growth.Across financial services, healthcare, and enterprise support environments, I have led large operational teams, managed multi-million-dollar budgets, and delivered measurable improvements in service performance and client engagement. Some areas where I consistently create impact include:• Customer Success Strategy & Lifecycle Engagement Designing scalable engagement models that strengthen client relationships and improve retention. • Operational Transformation & Service Delivery Improving response times, streamlining workflows, and building operational frameworks that drive efficiency and consistency. • Enterprise Client Management Partnering with executive stakeholders and institutional clients to ensure strong outcomes and long-term partnerships.• Leadership Development & Team Scaling Building and mentoring leadership teams that support large, distributed client success organizations.Throughout my career I’ve had the opportunity to support organizations responsible for thousands of client accounts, millions of customer interactions, and large-scale operational environments, while ensuring customer success remains aligned with business growth and long-term value creation.Outside of work, I am passionate about community engagement and volunteer initiatives that support underserved populations and youth development.If you’re working on customer success transformation, client service leadership, or building high-performing customer experience organizations, I’d welcome the opportunity to connect and exchange ideas.
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