AI-Driven Service & Ops Strategy Leader

The Guardian Life Insurance Company of America; New York (NY); On-site; USD 132,000 - 218,000; Full time

Benefits offered by this job

Benefits package

Career development

Job summary

Guardian Life is seeking a strategic leader to drive Service and Operational Strategy for Financial Protection and Retirement Solutions. You will shape roadmaps for new business and inforce service across operations and contact centers, focusing on customer experience, scalability, and efficiency.

The role emphasizes automation, digital/self-service, AI-enabled operations, workforce optimization, and potential outsourcing models, reporting to the Head of Operational Solutions.

Qualifications

• Experience delivering transformation roadmaps and business cases for complex service organizations.
• Background in customer experience, service design, or enterprise transformation.
• Experience with contact center platforms and AI-enabled capabilities.

Responsibilities

• Define operating models, governance, and performance management routines.
• Develop roadmaps and business cases with cross-functional stakeholders.
• Lead workshops and executive discussions to align priorities and drive decisions.
• Identify outsourcing/nearshore/hybrid delivery options and assess ROI.

Skills

Transformation strategy

Operations strategy

Cross-functional leadership

Financial modeling

Vendor evaluation

AI-enabled operations

Process redesign

Change management

Education

Bachelor's degree

MBA preferred

Tools

Contact center platforms

Workforce optimization tools

Analytics/tools for ROI

Job description

Guardian Life is seeking a strategic leader to drive Service and Operational Strategy for Financial Protection and Retirement Solutions. You will shape roadmaps for new business and inforce service across operations and contact centers, focusing on customer experience, scalability, and efficiency.

The role emphasizes automation, digital/self-service, AI-enabled operations, workforce optimization, and potential outsourcing models, reporting to the Head of Operational Solutions.