VP, Regional Service & Transformation Leader

MetLife; Tempe (AZ); Hybrid; USD 275,000 - 330,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Job summary

MetLife, the nation’s leading provider of group benefits, seeks a Vice President to lead the Regional Business & Specialty Service & Implementation organization. You will drive end-to-end service delivery, implementation, servicing and account management for customers ranging from 2 to 4,999 employees, across regional and specialty markets.

As an executive leader you’ll set strategy, optimize operations, and champion AI-enabled transformation to improve customer outcomes, efficiency, and growth.

Qualifications

• 15+ years of progressive leadership experience in customer operations, service delivery, implementation, insurance, financial services, healthcare, or related field.
• Experience leading large-scale, multi-functional organizations through growth, change and transformation.
• Ability to balance customer experience, employee engagement and financial performance.

Responsibilities

• Lead strategy, operations, and performance of a large Service & Implementation organization across regional, small and specialty market customers.
• Drive transformation initiatives to improve customer experience, scalability, and efficiency through process optimization, automation, and technology-enabled solutions.
• Champion AI fluency and responsible AI adoption to enhance productivity and customer outcomes while ensuring governance and risk management.
• Establish and execute service strategies, operating models, metrics, and SLAs to deliver best-in-class outcomes while enabling growth and profitability.
• Partner with Sales, Product, Technology, Finance, Operations, and Market Enablement to align capabilities with priorities.
• Serve as executive escalation point for key customers and brokers to strengthen relationships and retention.
• Develop a high-performing leadership team and culture of accountability and continuous improvement.

Skills

Executive leadership

Change management

AI & automation

Strategic planning

Cross-functional collaboration

Customer-centric leadership

Education

Bachelor's degree or equivalent experience

Job description

MetLife, the nation’s leading provider of group benefits, seeks a Vice President to lead the Regional Business & Specialty Service & Implementation organization. You will drive end-to-end service delivery, implementation, servicing and account management for customers ranging from 2 to 4,999 employees, across regional and specialty markets.

As an executive leader you’ll set strategy, optimize operations, and champion AI-enabled transformation to improve customer outcomes, efficiency, and growth.