VP, Regional Service & AI-Driven Transformation

MetLife; Atlanta (GA); Hybrid; USD 275,000 - 330,000; Full time

Benefits offered by this job

Health plan

Vision and dental

Life insurance

401(k) with employer matching

Paid time off

Job summary

MetLife is seeking a transformative leader for the Vice President, Regional Business & Specialty Service & Implementation role. You will guide end-to-end service, implementation, and account management across regional and specialty markets, shaping customer experiences and scalable growth.

This executive will drive modernization, digital enablement, and AI-enabled solutions while partnering with Sales, Product, Technology, and Finance to align operations with enterprise goals.

Qualifications

• 15+ years of progressive leadership experience in customer operations, service delivery, implementation, insurance, financial services, healthcare, or related industry.
• Experience leading large-scale, multi-functional organizations through growth and transformation.
• Experience leveraging technology, automation, data and AI-enabled capabilities to improve operations and customer experience.

Responsibilities

• Lead strategy, operations, and performance of a large-scale Service & Implementation organization for Regional Business and Specialty Market customers.
• Drive transformation initiatives to improve customer experience, scalability, and efficiency through process optimization and automation.
• Champion AI fluency and responsible AI adoption with governance and risk management.
• Set service strategies, operating models, metrics, and SLAs to deliver top-tier customer outcomes.
• Collaborate with Sales, Product, Technology, Finance, Operations, and Market Enablement to align capabilities with priorities.
• Act as executive escalation point for key customers, brokers, and sales leaders.
• Develop leadership and workforce through talent development, succession planning, and culture of accountability.

Skills

Leadership experience

AI/Automation

Customer operations

Strategic thinking

Cross-functional collaboration

Education

Bachelor's degree or equivalent

MBA (preferred)

Job description

MetLife is seeking a transformative leader for the Vice President, Regional Business & Specialty Service & Implementation role. You will guide end-to-end service, implementation, and account management across regional and specialty markets, shaping customer experiences and scalable growth.

This executive will drive modernization, digital enablement, and AI-enabled solutions while partnering with Sales, Product, Technology, and Finance to align operations with enterprise goals.