VP of Customer Service Transformation & Digital Enablement

MetLif

Bridgewater Township (NJ)

Hybrid

USD 165,000 - 220,000

Full time

14 days+

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Benefits offered by this job

Health plan

401(k) with employer matching

Pension

Life insurance

Paid time off

Job summary

MetLife is seeking a senior service leader to transform the COLI/BOLI client service organization. You will shape a modern service framework using technology, automation, data, and AI-enabled capabilities to improve outcomes for institutional customers, brokers, and partners.

You will lead a complex, multi-functional team, drive scalable processes, and balance relationship management with risk and digital enablement.

Qualifications

10+ years of leadership experience in customer service or related fields.
Bachelor’s degree or equivalent; advanced degree preferred.
FINRA Series 6 registration or within 6 months of start date.
Experience with AI, automation or advanced decision making systems.

Responsibilities

Lead the end-to-end client service model for COLI/BOLI customers and intermediaries, ensuring responsive issue resolution.
Identify opportunities to modernize service delivery through workflow redesign, automation, digital tools, AI-enabled capabilities, improved knowledge management, and better use of operational data.
Enable customer service associates and managers to leverage their product knowledge, judgment, and relationship skills while reducing friction, rework, manual tracking, and avoidable escalations.
Partner across IT, Product, Sales, Legal, Compliance, Actuarial, Finance, Audit, and Operations to translate business priorities into practical service improvements and technology-enabled solutions.
Coach, develop, and motivate a high-performing team, building both customer-service excellence and change readiness for a more digitally enabled operating model.