AVP, Customer Service & Transformation

MetLife; Bridgewater (MA); Hybrid; USD 165,000 - 220,000; Full time

Benefits offered by this job

Health plan

401(k) with employer matching

Retirement pension funded by MetLife

Life insurance

Job summary

MetLife's Retirement & Income Solutions team seeks a customer-focused, technology-forward service leader to transform the COLI/BOLI client service organization and enable associates through AI-enabled capabilities.

The role partners with IT, Product, Sales, Legal, Compliance, Actuarial, Finance and Operations to deliver high-quality service, manage risk, and drive change in a regulated environment. Hybrid work with strong leadership expectations.

Qualifications

• 10+ years leading customer service or operations teams in financial services.
• Knowledge of Corporate Owned and Bank Owned Life Insurance Market.
• Demonstrated success leading customer-facing or service operations teams with responsibility for service quality, issue resolution, performance management, and stakeholder engagement.
• Bachelor’s degree or equivalent experience; advanced degree or relevant certifications in operations, transformation, technology, or insurance are preferred.
• FINRA Series 6 Registered Rep or within 6 months of start date
• Experience with large scale AI, intelligent automation or advanced decision making systems.

Responsibilities

• Lead the end-to-end client service model for COLI/BOLI customers and intermediaries, ensuring responsive issue resolution and strong relationship management.
• Identify opportunities to modernize service delivery through workflow redesign, automation, digital tools, and AI-enabled capabilities.
• Enable customer service associates and managers to leverage product knowledge, judgment, and relationships while reducing friction and escalations.
• Partner with IT, Product, Sales, Legal, Compliance, Actuarial, Finance, Audit, and Operations to translate business priorities into service improvements and technology-enabled solutions.
• Coach and develop a high-performing team and drive a more digitally enabled operating model.

Skills

Leadership

Customer service

Stakeholder engagement

AI & automation

Regulated environment

Education

Bachelor’s degree or equivalent

Advanced degree or certifications (preferred)

Job description

Join MetLife’s Retirement & Income Solutions team and help shape the future of financial security for millions. As the trusted market leader in institutional retirement, you’ll contribute to delivering $5.5 billion in annual benefits payments to almost one million retirees and beneficiaries. Here, you’ll work with annuities, risk solutions, and stable value products that help companies reduce risk and maintain financial strength while empowering individuals to retire with confidence. Join us to help solve today’s most complex retirement challenges and make a lasting impact on our customers’ lives.

The Opportunity

We are seeking a customer-focused, technology-forward service leader to help transform the COLI/BOLI client service organization. This role is designed for a leader who understands the discipline of high-quality service delivery and can also envision, design, and implement a modern service framework that enables associates to do their best work while using technology, automation, data, and AI-enabled capabilities to improve customer outcomes and organizational performance.

Key Responsibilities

• Lead the end-to-end client service model for COLI/BOLI customers and intermediaries, ensuring responsive issue resolution, strong relationship management, and disciplined execution.
• Identify opportunities to modernize service delivery through workflow redesign, automation, digital tools, AI-enabled capabilities, improved knowledge management, and better use of operational data.
• Enable customer service associates and managers to leverage their product knowledge, judgment, and relationship skills while reducing friction, rework, manual tracking, and avoidable escalations.
• Partner across IT, Product, Sales, Legal, Compliance, Actuarial, Finance, Audit, and Operations to translate business priorities into practical service improvements and technology-enabled solutions.
• Coach, develop, and motivate a high-performing team, building both customer-service excellence and change readiness for a more digitally enabled operating model.

Required Qualifications

• 10+ years of leadership experience in customer service, client operations, insurance operations, financial services, or a comparable regulated environment.
• Knowledgeable of Corporate Owned and Bank Owned Life Insurance Market
• Demonstrated success leading customer-facing or service operations teams with responsibility for service quality, issue resolution, performance management, and stakeholder engagement.
• Bachelor’s degree or equivalent experience required; advanced degree or relevant certifications in operations, transformation, process improvement, technology, or insurance are preferred.
• FINRA Series 6 Registered Rep or within 6 months of start date
• Experience with large scale AI, intelligent automation or advanced decision making systems.

Preferred Qualifications

• Lean Portfolio Management
• Proven ability to manage multiple priorities and strong project management skills, including PMO governance, milestone tracking, dependency management and escalation of delivery risks.
• Ability to identify and create opportunities where processes and technology can converge to improve productivity, service quality, automation and scalability.
• Ability to partner effectively with senior executives across distribution, operations, product, finance, Human Resources and other enabling functions.
• Demonstrated ability to attract, coach, mentor and develop talent.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $165000 - $220000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

• Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families.
• We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability.
• We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer.

All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at [e-mail].

This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

An employer who violates this law shall be subject to criminal penalties and civil liabilities.