Head of Customer Onboarding & Implementation

The Guardian Life Insurance Company of America; Town of Bethlehem (NY); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Guardian Life Insurance Company of America seeks a strategic Head of Implementation to own the end-to-end onboarding process across Select, Premier, Advisory, and Key segments in a hybrid setup near Bethlehem, PA. You will drive service quality, data exchange enablement, and operational excellence across market teams.

You will lead managers and frontline staff, partnering with Sales, Client Management, Operations, Product and Transformation to align priorities, improve processes, and deliver

Qualifications

• 10+ years of leadership in implementation or operations within group benefits, insurance, financial services, or similar complex service environments.
• Proven success leading large, multi-level operational organizations through managers and team leaders.
• Strong background in process improvement and operational excellence initiatives.
• Experience with EDI, data exchange solutions, and onboarding practices.

Responsibilities

• Own the end-to-end implementation process across Select, Premier, Advisory, and Key market segments.
• Deliver a consistent, high-quality onboarding experience including onboarding, plan setup, eligibility configuration, EDI, and data exchange enablement.
• Design and oversee implementation service models balancing efficiency with differentiated high-touch onboarding.
• Lead, coach and develop managers and teams while driving performance metrics and governance.

Job description

Guardian Life Insurance Company of America seeks a strategic Head of Implementation to own the end-to-end onboarding process across Select, Premier, Advisory, and Key segments in a hybrid setup near Bethlehem, PA. You will drive service quality, data exchange enablement, and operational excellence across market teams.

You will lead managers and frontline staff, partnering with Sales, Client Management, Operations, Product and Transformation to align priorities, improve processes, and deliver