Manager, Participant Services

Prudential Financial • Newark, NJ

21h • Hybrid

About The Position

The Manager, Participant Services is the primary operational lead accountable for end to end service delivery across the Call Center, Resolution Center, and Claims & Appeals Management (CAM) vendors. This role ensures day to day service performance, escalation management, and vendor outcomes, using data to improve quality, reduce repeat contacts, and identify work appropriate for transition to the Concierge Team. The role also leads the implementation and scaling of data, analytics, and agentic AI capabilities—both agent assist and action taking—to improve efficiency, consistency, and participant experience, while ensuring solutions are well governed and operationally embedded. This position follows a preferred hybrid work arrangement, requiring regular on‑site presence in our Newark, NJ office on a recurring basis as determined by business needs. The manager will provide additional details regarding the specific number of days expected on‑site. While a hybrid work arrangement is strongly preferred, fully remote candidates will be considered.

Requirements

• Proven people leadership experience in complex, multi-channel participant or customer service operations.
• Demonstrated ability to own service outcomes and operate as the primary operational point of accountability.
• Strong vendor management experience, including SLA governance, quality oversight, and performance improvement execution.
• Data driven mindset with the ability to translate metrics and insights into practical operational actions.
• Experience designing or enforcing intake, escalation, and resolution processes within service environments.
• Working knowledge of analytics, automation, or AI enabled tools used to support frontline service delivery.
• Understanding of governance, risk, and compliance considerations in AI enabled or regulated operational settings.
• Strong change management and enablement skills, including training, communication, and adoption support.
• Excellent written and verbal communication skills, including participant facing correspondence and leadership updates.
• Ability to influence across operations, technology, compliance, and vendor partners to drive aligned outcomes.

Responsibilities

• Own end to end Participant Services delivery across the Call Center, Resolution Center, and Claims & Appeals Management (CAM) vendors, with accountability for daily service outcomes.
• Lead operational performance management, including service quality, timeliness, participant experience, and escalation resolution.
• Establish and maintain clear intake, escalation, and resolution frameworks to enable consistent execution and predictable outcomes.
• Manage vendor performance through structured governance, SLA oversight, quality monitoring, and remediation planning.
• Use operational data and analytics to identify trends, root causes, and opportunities to reduce repeat contacts and prevent avoidable escalations.
• Drive continuous improvement initiatives that increase efficiency, stabilize performance, and improve participant experience.
• Identify work appropriate for transition to the Concierge Team and support effective handoffs through clear eligibility, routing, and enablement.
• Lead the implementation and scaling of data, analytics, and agentic AI capabilities (agent assist and action taking) within Participant Services operations.
• Ensure AI enabled tools are operationally embedded, well governed, and supported with appropriate human oversight and risk controls.
• Partner closely with Technology, Compliance, vendors, and frontline leaders to drive adoption, training, and sustained use of new tools and processes.

Benefits

• Market competitive base salaries, with a yearly bonus potential at every level.
• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.
• 401(k) plan with company match (up to 4%).
• Company-funded pension plan.
• Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.
• Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.
• Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees