VP, Regional Service & Implementation - AI-Driven Excellence

MetLife; Chicago (IL); Hybrid; USD 275,000 - 330,000; Full time

Benefits offered by this job

Health plan

401(k) with match

Disability & life insurance

Job summary

MetLife in the United States seeks a transformative leader to head the regional service and implementation organization for 2–4,999 employees across regional and specialty markets. This executive role emphasizes customer experience, operational excellence, and scalable growth while guiding a large, multi-functional team.

You will partner across Sales, Product, Technology, Finance and Operations to align capabilities with enterprise priorities and drive responsible AI-enabled improvements.

Qualifications

• 15+ years of progressive leadership experience in customer operations, service delivery, implementation, insurance, financial services, healthcare, or a related industry.
• Experience leading large-scale, multi-functional organizations through significant growth, change, and transformation.
• Proven ability to deliver operational excellence while balancing customer experience, employee engagement, and financial performance.
• Demonstrated success influencing enterprise strategy and leading cross-functional initiatives in a matrixed environment.
• Experience leveraging technology, automation, data and AI-enabled capabilities to improve operational efficiency, decision-making, customer experience and workforce productivity.
• Demonstrated ability to lead organizational change and build adoption of emerging technologies while maintaining appropriate governance, risk management, and customer focus.
• Bachelor's degree or equivalent experience.

Responsibilities

• Lead the strategy, operations, and performance of a large-scale Service & Implementation organization supporting Regional Business and Specialty Market customers across implementation, servicing and account management functions.
• Drive transformation initiatives that improve customer experience, operational effectiveness, scalability, and ease of doing business through process optimization, automation, and technology-enabled solutions.
• Champion AI fluency and responsible AI adoption across the organization, identifying opportunities to leverage AI and automation to enhance associate productivity, improve customer outcomes, accelerate decision-making, and simplify operations while ensuring appropriate governance and risk management.
• Establish and execute service strategies, operating models, performance metrics, and service-level commitments that deliver best-in-class customer outcomes while supporting business growth and profitability.
• Partner closely with Sales, Product, Technology, Finance, Operations, and Market Enablement leaders to align operational capabilities with customer, distribution and enterprise priorities.
• Serve as the executive escalation point for key customers, brokers, and sales leaders while strengthening external relationships and advancing customer retention and satisfaction.
• Build and develop a high-performing leadership team and engaged workforce through talent development, succession planning, organizational effectiveness, and a culture of accountability, innovation, and continuous improvement.

Skills

Executive leadership

Operations management

Strategic thinking

Cross-functional collaboration

Financial acumen

AI & automation

Relationship building

Change management

Customer experience

Leadership development

Education

Bachelor's degree or equivalent

Job description

MetLife in the United States seeks a transformative leader to head the regional service and implementation organization for 2–4,999 employees across regional and specialty markets. This executive role emphasizes customer experience, operational excellence, and scalable growth while guiding a large, multi-functional team.

You will partner across Sales, Product, Technology, Finance and Operations to align capabilities with enterprise priorities and drive responsible AI-enabled improvements.