VP, Regional Service & Implementation Excellence

MetLife; Aurora (IL); On-site; USD 275,000 - 330,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Life insurance

Disability insurance

Paid time off

Tuition assistance

Parental leave

Employee Assistance Program (EAP)

Job summary

MetLife seeks an executive leader to direct the end-to-end Service & Implementation organization for Regional, Small, and Specialty Market segments across 2–4,999 employees. You will drive customer experiences, operational excellence, and scalable growth while partnering with Sales, Product, and Technology to meet business goals.

You will champion AI adoption and govern risks, delivering best-in-class outcomes and fostering a culture of accountability and innovation.

Qualifications

• 15+ years of progressive leadership experience in customer operations, service delivery, implementation, or related industries.
• Experience leading large-scale, multi-functional organizations through growth and transformation.
• Proven ability to deliver operational excellence while balancing customer experience, employee engagement and financial performance.
• Ability to influence enterprise strategy and drive cross-functional initiatives in a matrixed environment.
• Experience leveraging technology, data and AI-enabled capabilities to improve efficiency and outcomes.

Responsibilities

• Lead strategy, operations, and performance of a large-scale Service & Implementation organization across multiple market segments.
• Drive transformation initiatives to improve customer experience, scalability, and efficiency through automation and technology-enabled solutions.
• Champion AI fluency and responsible AI adoption while ensuring governance and risk management.
• Set service strategies, operating models, performance metrics, and SLAs that align with growth and profitability.
• Collaborate with Sales, Product, Technology, Finance, Operations, and Market Enablement leadership to align capabilities with priorities.
• Serve as executive escalation point for key customers, brokers, and sales leaders to strengthen relationships.
• Develop a high-performing leadership team through talent development and succession planning.

Skills

Executive leadership

Operations management

Change management

AI & automation

Strategic thinking

Cross-functional collaboration

Financial acumen

Customer-centric leadership

Education

Bachelor's degree or equivalent

MBA or Master's degree

Job description

MetLife seeks an executive leader to direct the end-to-end Service & Implementation organization for Regional, Small, and Specialty Market segments across 2–4,999 employees. You will drive customer experiences, operational excellence, and scalable growth while partnering with Sales, Product, and Technology to meet business goals.

You will champion AI adoption and govern risks, delivering best-in-class outcomes and fostering a culture of accountability and innovation.