VP, Regional Business & Specialty Service & Implementation

MetLife•Tampa, FL

13d•$275,000 - $330,000•Hybrid

About The Position

The Vice President, Regional Business & Specialty Service & Implementation leads the end-to-end service and implementation organization for customers with 2–4,999 employees across MetLife’s Regional, Small, and Specialty Market segments. The role is accountable for customer experience, operational excellence, business transformation, and scalable growth, while leading a large, multifunctional organization and partnering across the enterprise to achieve business, customer, and financial objectives. The executive leads strategy, operations, and performance across implementation, servicing, and account management. The role drives transformation through process optimization, automation, and technology-enabled solutions; champions responsible AI adoption with appropriate governance and risk management; and establishes service strategies, operating models, performance metrics, and service-level commitments. The position partners with Sales, Product, Technology, Finance, Operations, and Market Enablement, serves as an executive escalation point for customers, brokers, and sales leaders, and develops a high-performing leadership team and engaged workforce. The expected salary range is $275,000–$330,000. The role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives, subject to applicable plan terms. MetLife offers a comprehensive benefits package including medical/prescription drug, dental and vision coverage; short- and long-term disability; company-paid life insurance and legal services; a company-funded retirement pension and 401(k) with employer matching; voluntary insurance discounts; an Employee Assistance Program and digital mental health programs; parental leave; paid time off and holidays; volunteer time off; and tuition assistance. The position is full-time, hybrid, and requires 25% travel. Relocation assistance is not available.

Requirements

15+ years of progressive leadership experience in customer operations, service delivery, implementation, insurance, financial services, healthcare, or a related industry.
Experience leading large-scale, multifunctional organizations through significant growth, change, and transformation.
Proven ability to deliver operational excellence while balancing customer experience, employee engagement, and financial performance.
Demonstrated success influencing enterprise strategy and leading cross-functional initiatives in a matrixed environment.
Experience leveraging technology, automation, data, and AI-enabled capabilities to improve operational efficiency, decision-making, customer experience, and workforce productivity.
Demonstrated ability to lead organizational change and build adoption of emerging technologies while maintaining appropriate governance, risk management, and customer focus.
Bachelor’s degree or equivalent experience.
Proven executive leadership experience managing large, complex service, operations, implementation, or customer experience organizations with responsibility for significant business outcomes.
Demonstrated success leading large-scale transformational change, including operational modernization, digital enablement, process improvement, and organizational simplification.
Strong strategic, financial, and business acumen, with the ability to translate enterprise priorities into measurable operational and customer results.
Exceptional relationship-building and influencing skills, with a track record of effective partnership across senior leadership teams and external stakeholders.
Customer-centric, people-focused leadership style that inspires engagement, develops future leaders, and fosters accountability, innovation, and continuous improvement.

Nice To Haves

Deep knowledge of group benefits, insurance, employee benefits, or related financial services businesses.
Experience leading customer service, implementation, billing, eligibility, enrollment, or participant service operations at scale.
Experience sponsoring or leading AI, advanced analytics, automation, digital transformation, or workflow modernization initiatives that delivered measurable business outcomes.
Demonstrated success fostering AI fluency within a large organization, including enabling leaders and teams to incorporate AI-enabled tools into day-to-day operations and decision-making.
Background in Lean, Six Sigma, Operational Excellence, Digital Transformation, or AI-enabled service operations.
Experience managing large operational portfolios, enterprise modernization programs, or customer experience transformation initiatives.
Advanced degree (MBA or Master’s degree).

Responsibilities

Lead the strategy, operations, and performance of a large-scale Service & Implementation organization supporting Regional Business and Specialty Market customers across implementation, servicing, and account management functions.
Drive transformation initiatives to improve customer experience, operational effectiveness, scalability, and ease of doing business through process optimization, automation, and technology-enabled solutions.
Champion AI fluency and responsible AI adoption, identifying opportunities to improve associate productivity, customer outcomes, decision-making, and operational simplicity while ensuring appropriate governance and risk management.
Establish and execute service strategies, operating models, performance metrics, and service-level commitments that deliver strong customer outcomes and support business growth and profitability.
Partner with Sales, Product, Technology, Finance, Operations, and Market Enablement leaders to align operational capabilities with customer, distribution, and enterprise priorities.
Serve as the executive escalation point for key customers, brokers, and sales leaders; strengthen external relationships and advance customer retention and satisfaction.
Build and develop a high-performing leadership team and engaged workforce through talent development, succession planning, organizational effectiveness, and a culture of accountability, innovation, and continuous improvement.

Benefits

Comprehensive health plan including medical/prescription drug coverage, dental insurance, and vision insurance.
No-cost short- and long-term disability coverage.
Company-paid life insurance and legal services.
Retirement pension funded entirely by MetLife.
401(k) with employer matching.
Group discounts on voluntary insurance products, including auto and home, pet, critical illness, hospital indemnity, and accident insurance.
Employee Assistance Program (EAP) and digital mental health programs.
Parental leave.
Paid time off and paid holidays.
Volunteer time off.
Tuition assistance.
Annual short-term incentive compensation and stock-based long-term incentives may be available, subject to applicable plan terms.