MetLife

Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.

The Vice President, National Accounts Service and Operations is responsible for the enterprise leadership for end‑to‑end service delivery and operational execution supporting large, complex National Accounts customers. The role leads a 900+ employee organization with 12B+ in annual revenue across service delivery, account operations, and operational enablement, with direct accountability for customer satisfaction, operating performance, risk management, and talent depth. This is an exciting opportunity to ensure a highly differentiated, scalable service model that protects retention, enables profitable growth, and delivers a consistent client experience across the NA Group Benefits lifecycle.

• Lead with a high degree of accountability end-to-end service and operations for National Accounts, ensuring delivery of key business outcomes across customer experience, operational performance, risk potential and financial results.
• Oversee execution against critical metrics including NPS, persistency, revenue, and SLA performance, driving accountability and continuous improvement across all service functions.
• Innovate by developing and implement a vision for our service strategy and transformation initiatives leveraging data, technology (including AI), and process optimization to enhance client outcomes and team effectiveness..
• Manage large-scale, multi-functional teams and partnerships to deliver consistent, high-quality service across complex employer clients and product lines.
• Drive use of data, analytics, and customer insights to inform decision-making, identify trends, and proactively address risks and opportunities.

• Executive leadership experience leading large, complex service and operations organizations with accountability for customer, financial, and operational outcomes 
• Deep business and operational acumen within complex, matrixed organizations
• Proven ability to translate strategy into execution, driving measurable results through strong operational discipline 
• Advanced data-driven decision-making capability, using analytics to inform strategy, performance management, and risk mitigation 
• Strong people leadership and accountability mindset, with a track record of developing leaders and driving performance across matrixed
• Experience leading large-scale change and transformation across people, process, and technology

• Proficiency in data and analytics tools (e.g., advanced Excel, data visualization platforms) and ability to translate insights into business narratives
• Experience leveraging technology platforms and process optimization frameworks to drive innovation and efficiency 
• Proven innovative thought leader and ability to modernize the function

The expected salary range for this position is $238,800- $318,300. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.