AVP, eService Strategy & Operations - Customer Solutions Center

  • Company: MetLife
  • Location: New York, New York
  • Posted: March 24, 2017
  • Reference ID: 49962-en_US

: Reporting to the VP of CSC Digital Servicing, this position is responsible for defining the digital servicing Omni-channel strategy and roadmap.  In addition, this position will have leadership responsibility for the day-to-day operations of our digital servicing sites, supporting over 20 million customers and 40m + customer touchpoints.  This includes partnering with senior CSC and business leaders to establish and monitor key site performance and utilization metrics that will support CSC service’s business objectives.  In addition, incumbent will be responsible for defining, managing and correcting customer experience issues, driving adoption and utilization campaigns to achieve desired outcomes.  S/he must ensure alignment with other MetLife lines of business, technology, Customer Analytics and Customer Centricity. This includes responsibilities for the full lifecycle of Service Management delivery, including end-to-end service management of plan providers, with employee bases ranging from 500 to +100,000 associates.


The position is also responsible for leading the delivery of customer education, internal and external training on MetLife’s digital servicing capabilities and attending sales and group customer meetings.  This role will have direct accountability for managing and continually improving the customer experience and operational efficiency external providers, including tier 1/tier 2 customer support centers. This includes managing business / process documentation, overall service recovery and Group customer onboarding.


  • Define and continuously refresh CSC Service’s digital servicing strategies, processes and roadmap.  This includes creating and prioritizing initiatives as well as defining business cases using data focused insights
  • Run day-to-day operations of the digital servicing channel including monitoring key metrics and taking actions to improve performance and customer experience
  • Design, implement and measure using a “test and learn” methodology key adoption and utilization campaigns across all of our audiences (customer, brokers, employer and providers)
  • Responsible for managing the digital servicing budget process, and expense functions including forecasting
  • Establish the integrated operational support and delivery model for both day-to-day support and long term integration of new capabilities
  • Manage user support call center activities for web site technical calls, ensuring issue tracking and prompt resolution
  • Collaborate with partners across departments and the Enterprise to meet and exceed all objectives
  • Function as a strong mentor to the digital servicing team and to colleagues with MetLife
  • Responsible for successful resolution of customer complaints through the Customer Advocacy Team.


  • 10-15+ years of experience; preferred experience includes Big Four management consulting
  • Bachelor’s degree in Business Administration or equivalent; MBA or other advanced degree preferred
  • Expert understanding of the competitive landscape and constantly keeps abreast of industry trends
  • Advanced knowledge of web mobile, Social and IVR self-service process
  • Advanced knowledge of customer experience (online / offline) best practices
  • Experience with emerging technologies and digital servicing trends, and their impact on Omni channel service
  • Experience with web analytics and measurement methodologies
  • Strong knowledge of system design processes, methodologies and testing tools
  • Expert process management skills
  • Proven track record of building collaborative partnerships and alliances at all levels while holding people accountable
  • Excellent communication and interpersonal skills
  • Strong financial acumen
  • Strong coaching and team building skills
  • Proven ability to positively influence others
  • Demonstrated ability to develop and successfully execute programs to motivate staff
  • Ability to influence and communicate the organizations direction and ensure results are achieved
  • Strong organizational skills with ability to prioritize and meet deadlines
  • Self-motivated, flexible, visionary


  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.


  • Reports to: VP, Digital Service
  • Direct reports/team: 3/21
  • Key Stakeholders:  CSC Operations, America’s Ops, National Accounts and Regional Market’s Account Servicing



MetLife, through our subsidiaries and affiliates, is one of the largest life insurance companies in the world. Founded in 1868, we are a global provider of life insurance, annuities, employee benefits and asset management. Our employees serve approximately 100 million customers, individuals and businesses, including over 90 of the FORTUNE 100®. 


We are ranked #40 on the Fortune 500 list and #48 on the Forbes Global 500 list. We have operations in nearly 50 countries, and hold leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. We are also one of the largest institutional investors in the U.S. with an over $500 billion general account portfolio as of December 31, 2015. 


In 2015, FORTUNE Magazine’s World’s Most Admired Company survey named us #1 in the Life and Health Insurance industry. In 2016, we were named to the Dow Jones Sustainability Index (DJSI) for the first time. DJSI is a global index to track the leading sustainability-driven companies.


While we have tremendous respect for the past, we are a company firmly focused on the future. To adapt to a changing world, we are undergoing one of the most dramatic transformations in our history to reinvent how we do business so we can thrive in any environment. We are moving away from a traditional product-development model to one driven by customer insights. We are challenging historical norms by humanizing our industry and designing every customer experience to reflect the modern company we’re becoming. Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns.


At the center of our business strategy is a commitment to One MetLife – collaborating, sharing best practices, and recruiting, developing and retaining the best talent in the industry. We live by our values:  Put Customers First, Be the Best, Make Things Easier, and Succeed Together. They guide how we operate every day. 



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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