VP, Regional Service & Implementation - AI-Enabled

MetLife; Boston (MA); On-site; USD 275,000 - 330,000; Full time

Benefits offered by this job

401(k) with employer matching

Life insurance

Employee Assistance Program (EAP)

Comprehensive health benefits

Job summary

MetLife is seeking a Vice President to lead the Regional Business & Specialty Service & Implementation for customers with 2-4,999 employees. You will drive end-to-end service, oversee a large multi-functional team, and partner across the enterprise to achieve growth and strong customer outcomes.

The role emphasizes transforming operations with AI, improving experience, and delivering scalable solutions. You will shape service strategies while ensuring governance and risk management are in place.

Qualifications

• 15+ years in leadership roles within customer operations or insurance.
• Experience guiding large multi-functional organizations through growth and transformation.
• Proven ability to balance customer experience, employee engagement, and financial performance.
• Experience leveraging AI, data, and automation to improve operations.

Responsibilities

• Oversee end-to-end service and implementation for 2-4,999 employee customers.
• Drive transformation to improve customer experience and scalability.
• Set service strategies, operating models, and performance metrics.
• Partner with Sales, Product, Technology, Finance, and Operations leaders.
• Act as executive escalation point for key customers and brokers.

Skills

Executive leadership

Change management

Strategic planning

AI & automation

Customer experience

Education

Bachelor's degree or equivalent experience

MBA or Master’s degree

Job description

MetLife is seeking a Vice President to lead the Regional Business & Specialty Service & Implementation for customers with 2-4,999 employees. You will drive end-to-end service, oversee a large multi-functional team, and partner across the enterprise to achieve growth and strong customer outcomes.

The role emphasizes transforming operations with AI, improving experience, and delivering scalable solutions. You will shape service strategies while ensuring governance and risk management are in place.