Executive Leader – LTD Claims & Operations

MetLife, Inc.; Tampa (FL); Hybrid; USD 219,000 - 290,000; Full time

Benefits offered by this job

Health benefits

401(k) with employer matching

Paid time off

Job summary

MetLife’s Global Customer Service and Operations (GCSO) team seeks a Vice President of Long Term Disability to lead LTD strategy and operations, including IDI and Return to Health, with a focus on superior customer experiences and financial performance.

The role oversees a $100M+ budget, drives modernization through AI and analytics, and collaborates with technology teams to scale processes while maintaining a customer-centric approach.

Qualifications

• 15+ years in disability operations leadership.
• Led organizations of 500+ associates with multimillion-dollar budgets.
• Translate enterprise strategy into scalable execution frameworks.
• Customer-centric design and service mindset.
• Executive presence and stakeholder engagement.

Responsibilities

• Architect and execute LTD strategy across IDI and Return to Health.
• Drive process optimization, AI/automation, and analytics for efficiency and quality.
• Establish governance for consistency, scalability, and risk management across LTD operations.
• Lead end-to-end claims lifecycle including intake, adjudication, and return-to-work programs.
• Implement quality assurance and audit programs ensuring regulatory adherence.
• Champion Return to Health initiatives to support claimant recovery and reintegration.
• Foster a customer-first culture and develop self-service tools to improve engagement and satisfaction.
• Ensure compliance with federal and state regulations and manage cost discipline.

Skills

Disability ops leadership

Large-scale operations

Operational excellence

Customer-centric design

Executive leadership

Education

Bachelor’s degree

Advanced credentials preferred

Job description

MetLife’s Global Customer Service and Operations (GCSO) team seeks a Vice President of Long Term Disability to lead LTD strategy and operations, including IDI and Return to Health, with a focus on superior customer experiences and financial performance.

The role oversees a $100M+ budget, drives modernization through AI and analytics, and collaborates with technology teams to scale processes while maintaining a customer-centric approach.