Service and Operations Strategy Consultant (Hybrid)

Chris Baily; New York (NY); On-site; USD 103,000 - 170,000; Full time

Job summary

Guardian Life seeks a delivery-focused professional to advance the Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS) in New York. You will translate roadmaps and operating-model designs into rigorous analyses, business cases, and implementation-ready plans across service, operations, and contact center functions, driving measurable outcomes.

You will lead cross-functional analyses, model outsourcing and AI-enabled improvements, establish KPIs, and

Qualifications

• 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, including proficiency with data, business case development, and executive-ready materials.
• Experience with operating-model transformation, including automation and AI platforms used to modernise processes.
• Familiarity with contact center, workforce planning, operations, and service functions is a plus.

Responsibilities

• Conduct current-state analysis of operations, customer journeys, channel performance, service demand, and cost drivers.
• Evaluate strategic levers across automation, digital containment, workflow optimization, and AI-enabled solutions.
• Support the development of business cases, roadmaps, and implementation plans with cross-functional teams.
• Analyze outsourcing, managed service, nearshore/offshore, and hybrid delivery models with cost-benefit modeling.
• Define and document operating model requirements including roles, governance, process ownership, controls, and change management.
• Establish and track KPIs and prepare progress reports against targets.
• Prepare for and support cross-functional workshops and leadership discussions.
• Monitor market trends and new technologies to keep the strategy future-ready.
• Coordinate multi-initiative execution, timelines, dependencies, and stakeholder inputs.

Education

Bachelor’s degree

Tools

Automation platforms

AI solutions

Job description

We are seeking a specialized, collaborative, and delivery-focused professional to advance the Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS). Reporting to the Service and Operations Strategy Leader, you will independently advance complex workstreams that turn strategy into results; translating roadmaps and operating-model designs into rigorous analysis, business cases, and implementation-ready plans across new business and inforce service, operations, and contact center functions. You will apply strong strategic, analytical, and problem-solving skills across current-state assessment, opportunity identification, business-case development, and operating-model design, applying autonomy to develop customized solutions and escalating the most complex tradeoffs. You will help convert strategic priorities into measurable operational outcomes.

Key Responsibilities

• Conduct current-state analysis of operations, customer journeys, channel performance, service demand, and cost drivers, and translate findings into prioritized transformation opportunities.
• Evaluate strategic levers across automation, digital containment, workflow optimization, and AI-enabled solutions, including requirements definition, vendor and tool assessment, and impact sizing.
• Support the development of business cases, roadmaps, and implementation plans in partnership with technology, customer experience, finance, and operational leaders.
• Execute and lead complex or specialized analysis of outsourcing, managed service, nearshore/offshore, and hybrid delivery models, including cost-benefit modeling, risk assessment, and transition planning.
• Help define and document operating model requirements, including roles, governance, process ownership, controls, workforce impacts, and change management routines.
• Establish and track KPIs and success measures for transformation initiatives, and build the reporting that shows progress against targets.
• Prepare for and support cross-functional workshops and leadership discussions, driving alignment and capturing decisions, actions, and follow-through.
• Monitor market trends, emerging technologies, competitive practices, and customer behavior shifts to keep the operations strategy future-ready.
• Manage execution across multiple initiatives, coordinating timelines, dependencies, and stakeholder inputs to keep strategic priorities on track.

You are

• Delivery-oriented: Experience independently executing strategic, transformation, or process-improvement initiatives from analysis through implementation.
• A fast learner: Able to quickly absorb new businesses, processes, and tools, and apply that understanding to solve problems.
• Driven: Brings energy and a hunger to make an impact, taking ownership and pushing initiatives forward.
• Strategic: Able to see the bigger picture, frame opportunities, and connect analysis to actionable recommendations and roadmaps.
• Analytical: Ability to analyze operational, financial, workforce, and customer data to identify opportunities, quantify impact, and influence recommendations.
• Collaborative: Proven ability to contribute to cross-functional initiatives, manage ambiguity, and support alignment across teams with competing priorities.
• A strong communicator: Ability to simplify complex topics, develop clear narratives, and present recommendations to leaders.
• Autonomous and accountable: Able to work independently with guidance in the most complex situations, applying sound judgment to develop customized solutions.

You have

• 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, including proficiency with data, business case development, and executive-ready materials.
• Experience with operating-model transformation, including automation and AI platforms used to modernise processes.
• Familiarity with contact center, workforce planning, operations, and service functions is a plus.

You will

• Help shape and execute the modernization of our service and operating model
• Develop a deep understanding of FPRS businesses, workflows, and processes
• Partner closely with operations leadership, contact center leaders, customer experience, workforce management, technology, procurement, and change management teams
• Be supported by the Service and Operations Strategy Leader while being empowered to independently drive workstreams, challenge the status quo, and grow into broader strategic responsibility.

Salary Range:$103,450.00 - $169,960.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at .Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail]. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at ). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues. Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to [e-mail], making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via [e-mail], at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here.

SummaryLocation: New York; Bethlehem; Boston; PittsfieldType: Full time