Hybrid VP, Regional Service & Implementation

MetLife; Whippany (NJ); Hybrid; USD 275,000 - 330,000; Full time

Benefits offered by this job

Annual incentive

Stock-based long-term incentives

Comprehensive health plan

401(k) with company match

Pension program

Employee discounts

EAP and digital well-being programs

Job summary

MetLife is seeking an accomplished executive to lead Regional Business and Specialty Service & Implementation, guiding a large, multi-functional organization across regional segments. You will drive customer experience, operational excellence, and scalable growth, partnering across Sales, Product, Technology, Finance, and Operations to meet strategic targets.

This hybrid US-based role emphasizes transformation, governance, and AI-enabled modernization to improve efficiency and outcomes while

Qualifications

• 15+ years of progressive leadership experience in customer operations, service delivery, implementation, insurance, financial services, or related industry.
• Experience leading large-scale, multi-functional organizations through growth and transformation.
• Proven ability to balance customer experience, employee engagement, and financial performance.
• Experience influencing enterprise strategy and cross-functional initiatives.
• Experience leveraging technology, automation, data and AI-enabled capabilities to improve efficiency and customer outcomes.
• Ability to lead organizational change with governance and risk management.

Responsibilities

• Lead the strategy, operations, and performance of a large-scale Service & Implementation organization supporting Regional Business and Specialty Market customers across implementation, servicing and account management functions.
• Drive transformation initiatives that improve customer experience, operational effectiveness, scalability, and ease of doing business through process optimization, automation, and technology-enabled solutions.
• Champion AI fluency and responsible AI adoption across the organization, identifying opportunities to leverage AI and automation to enhance associate productivity, improve customer outcomes, accelerate decision-making, and simplify operations while ensuring appropriate governance and risk management.
• Establish and execute service strategies, operating models, performance metrics, and service-level commitments that deliver best-in-class customer outcomes while supporting business growth and profitability.
• Partner closely with Sales, Product, Technology, Finance, Operations, and Market Enablement leaders to align operational capabilities with customer, distribution and enterprise priorities.
• Serve as the executive escalation point for key customers, brokers, and sales leaders while strengthening external relationships and advancing customer retention and satisfaction.
• Build and develop a high-performing leadership team and engaged workforce through talent development, succession planning, organizational effectiveness, and a culture of accountability, innovation, and continuous improvement.

Skills

Executive leadership

Operations leadership

AI & automation

Change management

Stakeholder management

Education

Bachelor's degree or equivalent experience

MBA or Master's degree

Job description

MetLife is seeking an accomplished executive to lead Regional Business and Specialty Service & Implementation, guiding a large, multi-functional organization across regional segments. You will drive customer experience, operational excellence, and scalable growth, partnering across Sales, Product, Technology, Finance, and Operations to meet strategic targets.

This hybrid US-based role emphasizes transformation, governance, and AI-enabled modernization to improve efficiency and outcomes while