Role Summary
Guardian Life is seeking a Sr. Manager, Strategic AI Transformation to lead the end-to-end AI-enabled transformation of our customer service. This individual will own delivery of high-impact AI initiatives that reimagine how customers experience Guardian—across service interactions, claims resolution, digital self-service, and contact center operations—to drive satisfaction, efficiency, and loyalty at scale.
Unlike traditional management roles, this position sits at the intersection of customer experience strategy, people leadership, and AI execution. You will translate enterprise AI strategy into tangible customer service solutions, partnering closely with data science, technology, and operations teams to move from opportunity to production deployment at speed.
Success in this role requiresoperatingwith urgency, navigating ambiguity, and delivering measurable outcomes in an environment that blends startup pace with enterprise complexity.
This role reports to the Head of AI Strategic Transformation and has significant visibility across executive leadership and customer service business partners.
You will:
- Own end-to-end delivery of AI-enabled customer service solutions, from opportunity identification through deployment and scaling spanning virtual agents, intelligent routing, agent assist tools, and self-service automation
- Translate strategic priorities into product roadmaps with clear, measurable business outcomes
- Drive execution across cross-functional teams (data science, engineering, contact center operations, and Customer Service leadership)
- Lead design and delivery of AI/GenAI solutions purpose-built for customer service, including conversational AI, agent assist, knowledge management automation, and omnichannel digital experiences
- Partner with data science and AI teams to develop, deploy, and scale models in alignment with enterprise data and AI standards
- Define end-to-end data requirements and product workflows aligned to value stream goals
- Manage dependencies, risks, and cross-team coordination to ensure on-time delivery
- Partner with customer service leadership to define business value, redesign service processes end-to-end, and drive adoption through robust change management and frontline engagement
- Continuously improve customer service processes and outcomes using data, AI, and automation with a relentless focus on CSAT, NPS, handle time, and first-contact resolution
- Define and track product OKRs aligned to value stream objectives
- Build business cases and own value realization post-launch
- Influence stakeholders and drive alignment without direct authority
- Lead change management and ensure organizational readiness to support successful adoption
You have:
- Bachelor s degree or equivalent work experience
- A minimum of 10 years of experience in product management and management consulting
- Proven experience in defining and driving product or transformation roadmaps with a customer service or CX focus, integrating VOC/customer research, and ensuring compliance with data/AI standards
- Strong knowledge of product journey mapping, business process improvement, and OKR management.
- Experience working with cross-functional teams and managing complex projects
- Excellent communication and teamwork skills with the ability to influence others and work effectively
- Ability to manage multiple tasks and meet deadlines
Required skills:
- Continuous Improvement Management
- Objectives and Key Results
- Product Road Map
- Product Vision
- Customer Experience (CX) Strategy
Location:
- Hudson Yards, NYC
- 3+ days onsite
Salary Range:
$152,290.00 - $250,195.00
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.
