We are seeking a specialized, collaborative, and delivery-focused professional to advance the Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS). Reporting to the Service and Operations Strategy Leader, you will independently advance complex workstreams that turn strategy into results; translating roadmaps and operating-model designs into rigorous analysis, business cases, and implementation-ready plans across new business and inforce service, operations, and contact center functions. You will apply strong strategic, analytical, and problem-solving skills across current-state assessment, opportunity identification, business-case development, and operating-model design, applying autonomy to develop customized solutions and escalating the most complex tradeoffs. You will help convert strategic priorities into measurable operational outcomes.
Key Responsibilities:- Conduct current-state analysis of operations, customer journeys, channel performance, service demand, and cost drivers, and translate findings into prioritized transformation opportunities.
- Evaluate strategic levers across automation, digital containment, workflow optimization, and AI-enabled solutions, including requirements definition, vendor and tool assessment, and impact sizing.
- Support the development of business cases, roadmaps, and implementation plans in partnership with technology, customer experience, finance, and operational leaders.
- Execute and lead complex or specialized analysis of outsourcing, managed service, nearshore/offshore, and hybrid delivery models, including cost-benefit modeling, risk assessment, and transition planning.
- Help define and document operating model requirements, including roles, governance, process ownership, controls, workforce impacts, and change management routines.
- Establish and track KPIs and success measures for transformation initiatives, and build the reporting that shows progress against targets.
- Prepare for and support cross-functional workshops and leadership discussions, driving alignment and capturing decisions, actions, and follow-through.
- Monitor market trends, emerging technologies, competitive practices, and customer behavior shifts to keep the operations strategy future-ready.
- Manage execution across multiple initiatives, coordinating timelines, dependencies, and stakeholder inputs to keep strategic priorities on track.
You are:- Delivery-oriented: Experience independently executing strategic, transformation, or process-improvement initiatives from analysis through implementation.
- A fast learner: Able to quickly absorb new businesses, processes, and tools, and apply that understanding to solve problems.
- Driven: Brings energy and a hunger to make an impact, taking ownership and pushing initiatives forward.
- Strategic: Able to see the bigger picture, frame opportunities, and connect analysis to actionable recommendations and roadmaps.
- Analytical: Ability to analyze operational, financial, workforce, and customer data to identify opportunities, quantify impact, and influence recommendations.
- Collaborative: Proven ability to contribute to cross-functional initiatives, manage ambiguity, and support alignment across teams with competing priorities.
- A strong communicator: Ability to simplify complex topics, develop clear narratives, and present recommendations to leaders.
- Autonomous and accountable: Able to work independently with guidance in the most complex situations, applying sound judgment to develop customized solutions.
You have:- Bachelor’s degree required.
- 5+ years of experience in management consulting, corporate or business strategy, operations strategy, transformation, or business process improvement.
- Strong analytical and project management skills, including proficiency with data, business case development, and executive-ready materials.
- Experience with operating-model transformation, including automation and AI platforms used to modernize processes.
- Familiarity with contact center, workforce planning, operations, and service functions is a plus.
You will:- Help shape and execute the modernization of our service and operating model
- Develop a deep understanding of FPRS businesses, workflows, and processes
- Partner closely with operations leadership, contact center leaders, customer experience, workforce management, technology, procurement, and change management teams
- Be supported by the Service and Operations Strategy Leader while being empowered to independently drive workstreams, challenge the status quo, and grow into broader strategic responsibility
Salary Range:
$103,450.00 - $169,960.00
The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.
