Location: Open to hybrid or remote. Hybrid roles are 3 days in-office at our Wayne, PA, USA location. Location will be discussed in the interview process.
Purpose:The AI & Technology Strategy & Enablement Manager leads the development and execution of the Service Operations technology, AI, automation, and innovation agenda. NOVA (New Operations Value Advancement) is the Service Operations capability focused on preparing the organization for emerging technologies and operating capabilities and enabling their effective adoption and use. The role defines strategic direction, identifies and prioritizes opportunities, and translates business strategy and operational needs into technology-enabled capabilities that improve capacity, quality, customer and employee experience, and cost effectiveness.
Working across Service Operations and in close partnership with Technology, Strategy & Execution, Transformation, and other stakeholders, the role identifies the right problems to solve, determines where technology can create meaningful value, and serves as the primary business-side driver of prioritized initiatives from discovery through implementation, adoption, and continuous improvement. The role ensures innovation efforts are strategically aligned, data-driven, appropriately governed, and focused on measurable business value and sustainable operational capabilities.
Functions:Delivery, Adoption & Value Realization- Serve as the primary business-side driver for prioritized AI, automation, workflow, analytics, and technology initiatives, driving them from concept and discovery through implementation, adoption, measurement, and continuous iteration.
- Translate business and operational needs into actionable requirements and work closely with Technology, UX, architecture, developers, Transformation, and operational stakeholders throughout delivery.
- Coordinate decisions and dependencies, remove obstacles, resolve issues, and escalate where necessary to maintain momentum and successful execution.
- Build understanding, confidence, operational readiness, and adoption through demonstrations, communications, coaching, training, feedback loops, and stakeholder engagement.
- Measure outcomes and realized business value following implementation, using operational results, user feedback, and lessons learned to refine solutions and inform future priorities while ensuring alignment with enterprise governance, compliance, privacy, security, risk-management, and Responsible AI requirements.
Strategy, Vision & Innovation Direction- Define and champion the Service Operations technology, AI, automation, and innovation vision, aligned with broader business and organizational priorities.
- Establish the strategic framework, priorities, and guardrails used to evaluate opportunities and guide investment and resource decisions.
- Develop and maintain a multi-year technology and capability roadmap, balancing immediate operational needs with longer-term capability development.
- Build alignment across Service Operations leadership and key partners around priorities, desired outcomes, dependencies, and measures of success.
- Use operational data, customer and employee insights, strategic priorities, and business value to continually refine direction and investment focus.
Disocvery, Prioritization & Opportunity Development- Stay informed on emerging AI, automation, digital, and industry capabilities and assess their potential application within Service Operations.
- Identify and frame meaningful business and operational problems, determining whether opportunities are primarily related to people, process, technology, or a combination.
- Partner with Strategy & Execution, process improvement, Technology, and other subject-matter experts when opportunities require capabilities outside the role's direct ownership.
- Translate prioritized opportunities into clear use cases, business requirements, value hypotheses, success measures, and implementation considerations.
- Prioritize opportunities based on strategic alignment, customer and employee impact, capacity, quality, cost, risk, feasibility, and expected business value.
Dimensions: - Service Operations technology, AI, automation, and innovation roadmap
- Cross-functional portfolio spanning business, Technology, Transformation, and Strategy & Execution partners
- Business value realization across capacity, quality, customer/employee experience, cost, and risk
- Enterprise stakeholder alignment, adoption, and change enablement
Education and Experience:- Bachelor's degree in Business Administration, Operations Management, Information Systems, Business Analytics, or a related field; or equivalent combination of education and experience.
- Minimum of 8 years of progressive experience in technology enablement, innovation, AI/automation, program management, operations, or business transformation.
- Demonstrated success leading cross-functional AI, automation, technology or transformation initiatives from discovery through implementation, adoption, and measurable business outcomes.
- Experience identifying and prioritizing business opportunities and translating operational problems into use cases, requirements, roadmaps, value hypotheses, and measurable outcomes.
- Proven ability to influence stakeholders and coordinate across business, Technology, Transformation, and other delivery partners.
- Working knowledge of AI, automation, digital technologies, data, and analytics, with the ability to engage effectively with both technical and business stakeholders.
- Strong analytical, organizational, communication, facilitation, and change-adoption skills.
Knowledge and Skills:Required:• Strategic thinking and technology/innovation leadership
• Strong business acumen and value-based prioritization
• Problem framing, opportunity discovery, and people/process/technology analysis
• Ability to translate operational needs into technology-enabled solutions
• Program leadership across complex, cross-functional initiatives
• Stakeholder influence, relationship building, and executive communication
• Data-driven decision making and outcome measurement
• Working knowledge of technology governance, risk, privacy, security, and Responsible AI principles
• Change leadership, communication, coaching, and technology adoption
• Ability to work effectively in a rapidly changing environment
We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:
- Two options for your health insurance plan (PPO or High Deductible)
- Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes spouse/domestic partner and children)
- Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity)
- Prescription drug coverage (included in your health insurance plan)
- Short and Long Term Disability coverage
- Vision and dental insurance plans
In addition to the above insurance offerings, our employees also enjoy:
- A robust 401k plan with up to a 5% employer match
- A retirement savings plan that is 100% company funded
- Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
- Eligibility to receive a yearly bonus as a Munich Re employee
- A variety of health and wellness programs provided at no cost
- A hybrid environment that gives you a choice in where and how you get work done
- A corporately subsidized on-site cafeteria as well as a We Proudly Serve coffee shop
- An on-site complimentary workout facility as well as walking trails on campus grounds
- On-site wellness center complete with nurse practitioner
- Financial assistance for adoptions and infertility treatment
- Paid time off for eligible family care needs
- Tuition assistance and educational achievement bonuses
- Free parking
- A corporate matching gifts program that further enhances your charitable donation
- Paid time off to volunteer in your community
Level: 08
Hiring Manager: Ronna Short
#LI-SF1
Exempt
