VP, Regional Business & Specialty Service & Implementation

Job description

Description and Requirements The Team You Will Join Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces.

Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most. The Opportunity The Vice President, Regional Business & Specialty Service & Implementation is responsible for leading the end-to-end service and implementation organization supporting customers with 2-4,999 employees across MetLife's Regional, Small, and Specialty Market segments.

This executive leader drives exceptional customer experiences, operational excellence, business transformation, and scalable growth while leading a large, multi-functional organization and partnering across the enterprise to achieve business, customer, and financial objectives.

Key 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.

The successful candidate will bring

Proven executive leadership experience managing large, complex service, operations, implementation, or customer experience organizations with responsibility for significant business outcomes. Demonstrated success leading large-scale transformational change initiatives, including operational modernization, digital enablement, process improvement, and organizational simplification. Strong strategic, financial, and business acumen with the ability to translate enterprise priorities into measurable operational and customer results.

Exceptional relationship-building and influencing skills, with a track record of partnering effectively across senior leadership teams and external stakeholders. A customer-centric, people-focused leadership style that inspires engagement, develops future leaders, and fosters a culture of accountability, innovation, and continuous improvement.

Required 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.

Preferred Qualifications

Deep knowledge of group benefits, insurance, employee benefits, or related financial services businesses. Experience leading customer service, implementation, billing, eligibility, enrollment, or participant service operations at scale. Experience sponsoring or leading AI, advanced analytics, automation, digital transformation, or workflow modernization initiatives that delivered measurable business outcomes. Demonstrated success fostering AI fluency within a large organization, including enabling leaders and teams to effectively incorporate AI-enabled tools into day-to-day operations and decision-making.

Background in Lean, Six Sigma, Operational Excellence, Digital Transformation, or AI-enabled service operations. Experience managing large operational portfolios, enterprise modernization programs, or customer experience transformation initiatives. Advanced degree (MBA or Master's degree). The expected salary range for this position is $275,000 - $330,000. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives.

All incentives and benefits are subject to the applicable plan terms.