AVP, Performance Optimization and Transformation

Description and Requirements
The Team You Will Join
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 Opportunity
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.
Key Responsibilities
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.

Required Qualifications

• 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.

Preferred Qualifications

• 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

The expected salary range for this position is $165000 - $215000 . 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.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.