Service and Operations Strategy Consultant

Jobtailor; Massachusetts; On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor is seeking a senior transformation consultant to lead current-state analyses and operating-model transformations within Financial Protection and Retirement Solutions. You will partner across functions to design and size improvements, automation, and AI-based workflows, delivering measurable KPIs.

The role emphasizes cross-functional collaboration, vendor assessment, and executive-ready materials to support strategic roadmaps and implementation plans.

Qualifications

• Bachelor’s degree required.
• 5+ years in management consulting, corporate or business strategy, operations strategy, transformation, or process improvement.
• Strong analytical and project management skills.
• Experience with operating-model transformation, automation and AI platforms.
• Legally authorized to work in the United States without sponsorship.

Responsibilities

• Perform current-state analysis of operations, customer journeys, channel performance, service demand and cost drivers.
• Evaluate automation, digital containment, workflow optimization and AI-enabled solutions.
• Define requirements, assess vendors/tools and size impacts.
• Support business cases, roadmaps and implementation plans with cross-functional partners.
• Analyze outsourcing, managed service, nearshore/offshore and hybrid delivery models.
• Develop cost-benefit models, risk assessments and transition plans.
• Define operating-model requirements, governance, controls, and workforce change-management routines.
• Establish and track KPIs and transformation success measures.
• Prepare and support cross-functional workshops and leadership discussions.
• Monitor market trends, emerging technologies, and customer behavior shifts.
• Coordinate timelines, dependencies and stakeholder inputs across initiatives.
• Help modernize the service and operating model for Financial Protection and Retirement Solutions.
• Develop understanding of FPRS businesses, workflows and processes.
• Partner with operations, contact center, customer experience, workforce management, technology and procurement teams.

Skills

Operations Analysis

Project Management

Business Process Improvement

Data Analysis

AI-Enabled Solutions

Education

Bachelor’s degree

Tools

AI Platforms

Automation Tools

Data Analysis Software

Project Management Software

Job description

• Conduct current-state analysis of operations, customer journeys, channel performance, service demand, and cost drivers
• Evaluate automation, digital containment, workflow optimization, and AI-enabled solutions
• Define requirements, assess vendors and tools, and size impacts
• Support business cases, roadmaps, and implementation plans with cross-functional partners
• Analyze outsourcing, managed service, nearshore/offshore, and hybrid delivery models
• Develop cost-benefit models, risk assessments, and transition plans
• Define operating model requirements, governance, controls, workforce impacts, and change-management routines
• Establish and track KPIs and transformation success measures
• Prepare and support cross-functional workshops and leadership discussions
• Monitor market trends, emerging technologies, competitive practices, and customer behavior shifts
• Coordinate timelines, dependencies, and stakeholder inputs across multiple initiatives
• Help modernize the service and operating model for Financial Protection and Retirement Solutions
• Develop understanding of FPRS businesses, workflows, and processes
• Partner with operations, contact center, customer experience, workforce management, technology, procurement, and change management teams

Requirements

• Bachelor’s degree required
• 5+ years of experience in management consulting, corporate or business strategy, operations strategy, transformation, or business process improvement
• Strong analytical and project management skills
• Proficiency with data, business case development, and executive-ready materials
• Experience with operating-model transformation, including automation and AI platforms used to modernize processes
• Familiarity with contact center, workforce planning, operations, and service functions is a plus
• Legally authorized to work in the United States without current or future employer sponsorship

Core Competencies

Demonstrates expertise in operations analysis, project management, and business process improvement, with a strong focus on automation and AI-enabled solutions. Proven ability to develop business cases, assess vendor tools, and implement operating model transformations in collaboration with cross-functional teams.

Highest-signal resume keywords

• Operations Strategy
• Project Management
• Business Process Improvement
• Data Analysis
• AI-Enabled Solutions

Hard Skills

• Current-State Analysis
• Cost-Benefit Modeling
• Risk Assessment
• KPI Tracking
• Automation
• Digital Containment
• Workflow Optimization
• Vendor Assessment
• Change Management
• Business Case Development

Soft Skills

• Analytical Skills
• Collaboration
• Communication
• Leadership
• Stakeholder Management

Industry Keywords

• Financial Protection
• Retirement Solutions
• Contact Center
• Workforce Planning
• Managed Service
• Hybrid Delivery Models

Tools & Technologies

• AI Platforms
• Automation Tools
• Data Analysis Software
• Project Management Software