Service & Operations Strategy Architect

The Guardian Life Insurance Company of America

New York (NY)

On-site

USD 132,000 - 218,000

Full time

14 days+

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Job summary

The Guardian Life Insurance Company of America seeks a strategic leader to drive Service & Operational Strategy for Financial Protection and Retirement Solutions. You will shape roadmaps, partner with technology and business leaders, and advance automation, AI-enabled operations, and workforce optimization to improve customer experience and efficiency.

You will oversee transformation efforts, develop business cases, and manage governance and performance metrics across channels and operations.

Qualifications

Minimum requirement of 8+ years in operations strategy or related fields.
Strong background in customer experience, service design or enterprise transformation.
Experience with contact center platforms and automation initiatives.

Responsibilities

Define and drive service and operational strategy for Financial Protection and Retirement Solutions.
Collaborate with senior leaders to build roadmaps and business cases for transformation.
Assess current-state operations, journeys, and cost drivers to identify opportunities.
Evaluate outsourcing, nearshore/offshore, or managed services delivery models.
Establish operating model requirements, governance, and performance routines.
Lead cross-functional workshops and executive discussions to align stakeholders.