Service & Operations Strategy Leader — Transformation & AI

Guardian Life Insurance; United States; On-site; USD 132,000 - 218,000; Full time

Benefits offered by this job

Benefits package

Job summary

Guardian Life Insurance seeks a strategic, collaborative leader to drive Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS). You will shape the roadmap across operations and contact center, focusing on customer experience, scalability, and efficiency.

You will lead transformations in automation, digital and self-service, workforce optimization, and potential outsourcing models, reporting to the Head of Operational Solutions.

Qualifications

• 8+ years in operations strategy, service transformation, or related fields.
• Background in customer experience, service design, or enterprise transformation.
• Experience with contact center platforms, WFO tools, and AI-enabled capabilities.
• Experience designing outsourced, co-sourced, offshore, nearshore, or managed service models.
• Experience in regulated/high-complexity service environments.

Responsibilities

• Assess current-state operations and identify transformation opportunities.
• Lead evaluation of automation, AI-enabled solutions to improve CX and speed.
• Build business cases, roadmaps, and implementation plans with leaders.
• Evaluate outsourcing and delivery models including governance and transition planning.
• Define operating model requirements and performance management routines.
• Establish KPIs and monitor market trends to stay future-ready.
• Lead cross-functional workshops and executive discussions.
• Shape modernization of service and operating model.

Skills

Transformative

Customer-focused

Analytical

Collaborative

Influence

Strategic leadership

Operations strategy

Transformation roadmaps

Education

Bachelor's degree

MBA or advanced degree

Tools

Contact center platforms

Workforce optimization tools

AI-enabled capabilities

Automation solutions

Job description

Guardian Life Insurance seeks a strategic, collaborative leader to drive Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS). You will shape the roadmap across operations and contact center, focusing on customer experience, scalability, and efficiency.

You will lead transformations in automation, digital and self-service, workforce optimization, and potential outsourcing models, reporting to the Head of Operational Solutions.