VP, Regional Service & Implementation Leader

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

Benefits offered by this job

Health plan & benefits

401(k) with employer matching

Retirement pension funded by employer

Paid time off & holidays

Parental leave

Job summary

MetLife is seeking an accomplished senior executive to lead the end-to-end service and implementation organization for regional business and specialty market customers. You will drive transformation, customer experience, and scalable growth across a large, multi-functional team.

The role emphasizes AI-enabled workflows, governance, and collaboration with Sales, Product, Technology, and Finance to align enterprise priorities with operational capability. Hybrid office expectation in the US.

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, change and transformation.
• Proven ability to balance customer experience, employee engagement, and financial performance.
• Experience leveraging technology, automation, data and AI-enabled capabilities to improve efficiency.
• Ability to lead organizational change with governance, risk management, and customer focus.

Responsibilities

• Lead strategy, operations, and performance of a large-scale Service & Implementation organization for regional business and specialty markets.
• Drive transformation initiatives to improve customer experience, scalability, and ease of doing business via process optimization and automation.
• Champion AI fluency and responsible AI adoption across the organization.
• Establish and execute service strategies, operating models, metrics, and SLAs to deliver excellent outcomes.
• Partner with Sales, Product, Technology, Finance, Operations, and Market Enablement leaders.
• Serve as executive escalation point for key customers, brokers, and sales leaders.
• Build a high-performing leadership team and a culture of accountability, innovation, and continuous improvement.

Skills

Executive leadership

Strategy & operations

AI & automation

Cross-functional collaboration

Budget & financial acumen

Education

Bachelor's degree or equivalent experience

Job description

MetLife is seeking an accomplished senior executive to lead the end-to-end service and implementation organization for regional business and specialty market customers. You will drive transformation, customer experience, and scalable growth across a large, multi-functional team.

The role emphasizes AI-enabled workflows, governance, and collaboration with Sales, Product, Technology, and Finance to align enterprise priorities with operational capability. Hybrid office expectation in the US.