Strategic Service & Operations Transformation Leader

Guardian Life; Bethlehem (Northampton County); Hybrid; USD 132,000 - 218,000; Full time

Job summary

Guardian Life is seeking a strategic leader to drive Service & Operational Strategy for Financial Protection and Retirement Solutions. You will shape roadmaps, partner across operations, contact centers, and technology, and identify opportunities in automation, AI, and outsourcing for scalable, high-quality service.

The role emphasizes transformation, customer-focused design, and strong governance, with a hybrid in-office requirement and locations including Bethlehem and New York.

Qualifications

• 8+ years of experience in operations strategy, service transformation, management consulting, or related field.
• MBA is strongly preferred.
• Bachelor's degree required.
• Experience with contact center platforms, workforce optimization tools, conversational AI, and automation solutions.

Responsibilities

• Assess current-state operations, customer journeys, channel performance, service demand, and cost drivers to identify transformation opportunities.
• Lead evaluation and prioritization of automation, digital containment, workflow optimization, and AI-enabled solutions to improve speed, quality, and customer experience.
• Partner with technology, customer experience, finance, and operational leaders to build business cases, roadmaps, and implementation plans.
• Evaluate outsourcing, managed service, nearshore/offshore, and hybrid delivery models including governance, risk, and transition planning.
• Define operating model requirements, governance, workforce impacts, controls, and performance management routines.
• Establish KPIs and success measures for transformation initiatives.
• Lead cross-functional workshops and executive-level discussions to align stakeholders and decisions.
• Monitor market trends and emerging technologies to keep the strategy future-ready.

Skills

Operations strategy

Transformation leadership

Cross-functional collaboration

Customer experience

Education

Bachelor's degree

MBA

Job description

Guardian Life is seeking a strategic leader to drive Service & Operational Strategy for Financial Protection and Retirement Solutions. You will shape roadmaps, partner across operations, contact centers, and technology, and identify opportunities in automation, AI, and outsourcing for scalable, high-quality service.

The role emphasizes transformation, customer-focused design, and strong governance, with a hybrid in-office requirement and locations including Bethlehem and New York.