On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The AVP, Leave Solutions Performance Optimization & AI Transformation is accountable for enterprise-ready stabilization and modernization of Leave Solutions operations. The role sets readiness strategy, governance, and execution oversight to improve core performance (quality, productivity, utilization, and customer effort) while enabling safe, compliant deployment of agentic AI across intake-to-decision journeys.

This leader aligns with Product, Operations, Technology, Data, Risk, Legal, and Enablement partners around a multi-year roadmap, investment priorities, and measurable value realization. Success is defined by sustained KPI lift, accelerated time-to-proficiency, disciplined change adoption, and governed AI solutions with clear human-in-the-loop controls and auditable decisioning.

Leave Solutions Transformation Strategy, Governance, Change Management & Operational Readiness

• Develop strategy and roadmap for stabilization and optimization of end-to-end operations.
• Ensure operational, knowledge, and control environments are ready to support the multi-year roadmap (e.g., knowledge architecture, SOP acceleration, quality feedback loops, and audit readiness).
• Sponsor a workforce enablement modernization roadmap (simulation-based practice, adaptive skill pathing, faster content cycles, and in-workflow microlearning) to accelerate time-to-proficiency and sustain adoption.

Agentic AI Delivery Readiness & SKAN Enablement

• Provide executive oversight for agentic AI capabilities automating STD and Absence journeys from intake through initial decision, including operating model, controls, and scale strategy.
• Own SKAN.AI enablement strategy (enterprise adoption plan and value realization), including:
  • Prioritizing use cases based on value, feasibility, and risk
  • Sequencing releases to support stable adoption and measurable KPI lift
  • Embedding insights into workflows and accelerating SOP updates

Performance Optimization & KPI Value Realization

• Integrate performance signals (quality, utilization, productivity, and tool adoption) into executive-level insights and actions that drive sustained KPI improvement.
• Sponsor targeted coaching, knowledge, and process interventions that reduce defects, remove friction, and address systemic root causes.

Change Leadership, Operating Model & Workforce Readiness

• Own the adoption and operating model for AI-enabled work in Leave Solutions (change approach, training strategy, reinforcement, and measurement).
  • Change management approach
  • Training strategy
  • Reinforcement and measurement
• Ensure AI capabilities are operationalized through clear decision rights, defined AI-to-human handoffs, updated SOPs, and frontline leadership readiness.
  • Clear role clarity between humans and agents
  • Updated SOPs and workflows
  • Leadership and frontline readiness
• Partner with Operations Enablement to drive sustained behavior change and capability lift beyond initial rollout.

Executive Leadership, Governance Cadence & Cross-Functional Alignment

• Provide strategic direction and governance oversight to program, operational, and delivery leaders responsible for execution.
• Establish and maintain clear accountability across strategy, program delivery, and day-to-day operational execution.
  • Strategy (this role)
  • Program delivery
  • Day‑to‑day operational execution
• Represent Leave Solutions in enterprise governance forums and partner with Product, Technology, Data, Risk, Legal, HR, and Architecture to align priorities and remove barriers.
• Sponsor talent upskilling and an AI-first operating model to build durable capability within Leave Solutions.

• 10+ years of progressive leadership experience in operations, transformation, technology, or large‑scale change.
• Demonstrated experience leading enterprise AI, automation, or digital transformation initiatives.
• Strong understanding of operations, risk, compliance, and regulatory considerations in highly controlled environments.
• Proven ability to translate strategy into executable roadmaps and realized business value.
• Exceptional executive communication, influence, and stakeholder management skills.
• Bachelor’s degree or equivalent experience.

• Experience in group insurance and employee benefit operations.
• Direct experience with Agentic AI, SKAN.AI, intelligent automation, or advanced decisioning systems.
• Experience owning business cases and benefit realization for large transformation investments.
• Change management or transformation certification (e.g., Prosci, Agile, Lean).
• Advanced degree preferred