VP, Regional Service & Implementation Leader

MetLife; Houston (TX); Hybrid; USD 275,000 - 330,000; Full time

Benefits offered by this job

Health plan

401(k) matching

Stock-based incentives

AI and digital transformation programs

Job summary

MetLife in the United States is seeking a Vice President, Regional Business & Specialty Service & Implementation to lead end-to-end service and implementation for 2-4,999 employee customers across Regional, Small, and Specialty Market segments. You will drive exceptional customer experiences, operational excellence, and scalable growth while leading a large, multi-functional organization.

The role partners with Sales, Product, Technology, Finance, Operations and Market Enablement to align

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

Education

Bachelor's degree or equivalent experience

Job description

MetLife in the United States is seeking a Vice President, Regional Business & Specialty Service & Implementation to lead end-to-end service and implementation for 2-4,999 employee customers across Regional, Small, and Specialty Market segments. You will drive exceptional customer experiences, operational excellence, and scalable growth while leading a large, multi-functional organization.

The role partners with Sales, Product, Technology, Finance, Operations and Market Enablement to align