Strategic Service & Operations Consultant (Hybrid)

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

Job summary

Guardian Life is seeking a delivery-oriented strategy professional to advance Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS) in New York. You will independently drive complex workstreams translating roadmaps into rigorous analyses, business cases, and implementation-ready plans across service, operations, and contact center functions.

The role emphasizes autonomy, strong problem-solving, and collaboration with technology, finance, and leadership teams

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 modernize 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, translating 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 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 reporting to show 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.

Skills

Delivery

Fast learner

Strategic

Analytical

Collaborative

Strong communicator

Autonomous

Education

Bachelor's degree

Tools

Automation platforms

AI platforms

Data analysis tools

Job description

Guardian Life is seeking a delivery-oriented strategy professional to advance Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS) in New York. You will independently drive complex workstreams translating roadmaps into rigorous analyses, business cases, and implementation-ready plans across service, operations, and contact center functions.

The role emphasizes autonomy, strong problem-solving, and collaboration with technology, finance, and leadership teams