Director - Channel Innovation & Delivery

MetLife   •  

Bridgewater, NJ

8 - 10 years

Posted 235 days ago

This job is no longer available.

Key Responsibilities:  

  • Leads the effort to develop and implement new, modern technologies for Metlife’s U.S. customer service organization
  • Takes projects from original concept through final implementation, provide a single point of contact for assigned projects. Define project scope and objectives.
  • Develops detailed work plans, schedules, project estimates, resource plans and status reports.
  • Manages, coaches, and develops management and consulting personnel involved in managing projects to implement new and/or modified processes, procedures, and/or initiatives.
  • Translates senior management vision and develops department vision, strategy, service levels, and business objectives.
  • Communicates vision and strategy to staff. Identifies training needs of end users and staff and develops and provides the necessary training to meet those needs.
  • Partners with other operational areas to build strong working relations and improve workflow and organizational issues.
  • Forecasts and monitors the budget for areas of responsibility.
  • Manages critical relationships with consultants and vendors, internal end users, and business customers/leadership.
  • Conducts complex research and analysis to quantify business opportunities and issues and develops formal recommendations for presentation to management.
  • Designs, implements, and monitors the progress of initiatives, milestones, and budgets to ensure timeliness and deliverables are met.
  • Provides updates to senior business leadership regarding project status and the application and implementation of new or revised procedures, processes, and/or initiatives. Performs other duties as assigned or required.
  • Supervisory Responsibilities: Full people management responsibility, including hiring, firing, promotions, performance and compensation management, & training & development.


Essential Business Experience and Technical Skills:

  • Experience leading  a technology innovation related to customer experience (i.e. Conversational  IVR tools, etc)
  • Experience working within a cross-functional team including internal teams and vendor solutions



Required Qualifications

  • High School Diploma
  • 7 + total work related experience


Preferred Qualifications

  • Bachelor’s degree in related field or equivalent experience, advanced degree preferred