Commissioner Bisignano Unveils New Organizational Structure Focused on Operational Excellence
NORTH CAROLINA – Social Security Administration (SSA) Commissioner Frank J. Bisignano announced significant changes to the agency’s executive leadership team and organizational structure today, aimed at strengthening accountability, improving performance, and modernizing service delivery for Americans nationwide.
The restructuring comes as the agency continues to build on recent customer service improvements, including dramatic reductions in wait times and expanded digital access for beneficiaries.
Leadership Team Combines Experience with Fresh Perspectives
“I am proud of the leadership team we have at SSA,” said Commissioner Bisignano. “By combining the knowledge and experience of long-term career employees with new perspectives and talent of recent appointees, we are aligning our organization with today’s priorities and tomorrow’s opportunities.”
The Commissioner expressed confidence that the leadership team’s expertise positions the agency to deliver what he characterized as “a pristine control environment, optimal efficiency, and world-class service to the American people.”
Recent Service Improvements Drive Organizational Changes
The leadership restructuring builds directly on SSA’s recent customer service successes. The agency has achieved notable improvements in service delivery, including:
- Reducing average wait times on the National 800 Number from 30 minutes last year to single digits last month
- Shortening field office wait times by 30%
- Providing Americans with 24/7 access to their personal my Social Security accounts, compared to previous website downtime of 29 hours per week
Under the new structure, the leadership team will focus on accelerating these gains to ensure continued timely, reliable, and high-quality service across all agency channels for the more than 300 million Americans served daily.
New Executive Leadership Structure Announced
The updated leadership team includes both career employees and recent appointees in key positions:
Chad Poist serves as Chief of Staff & Chief Risk Officer, while Karen Glenn continues as Chief Actuary. Communications will be led by Nicholas Perrine as Chief Communications Officer.
Operational leadership includes Jay Ortis as Acting Chief of Disability Adjudication, Andy Sriubas as Chief of Field Operations, and Mark Quinlan as Chief of Processing Centers. Digital initiatives will be overseen by Stephen Evangelista as Chief of Digital Services.
Supporting functions are led by Florence Felix-Lawson as Chief Human Capital Officer, with technology operations split between Michael L. Russo as Chief Information Officer for Core Business Functions and Aram Moghaddassi as Chief Information Officer for Technology and Customer Products.
Mark Steffensen will serve as Chief of Law, Policy, & Legislative Affairs, Thomas Holland as Chief Financial Officer, and Jessica Taylor as Chief of Security and Resiliency.
Operational Restructuring Brings Leadership Closer to Frontlines
To enhance operational excellence and improve frontline leadership, the agency is restructuring its operations into three distinct areas: Field Operations, Processing Centers, and Digital Services. This realignment aims to bring executive leadership closer to day-to-day operations.
Security Functions Consolidated Under Single Organization
As part of the restructuring, SSA is consolidating all security functions into one integrated organization. This new structure will provide strategic direction and oversight for information security, physical and protective security, as well as personnel security and suitability programs.
The consolidation represents a comprehensive approach to addressing the various security challenges facing the agency and its beneficiaries.
Agency Continues Focus on Modernization
The organizational changes reflect SSA’s ongoing commitment to modernizing service delivery while maintaining the agency’s core mission of serving American families, workers, and beneficiaries.
Additional information about SSA’s communications, initiatives, and accomplishments is available at the agency’s Communications Corner at ssa.gov/news.
