Head of Implementation

About the role

Guardian is seeking a Head of Implementation to lead the end-to-end implementation experience across our Select, Premier, Advisory, and Key market segments. In this role, you will be accountable for ensuring customers receive a seamless onboarding experience from notice of sale through successful setup, data exchange activation, and first premium payment. You will serve as the business process owner for implementation, driving operational excellence, service quality, customer outcomes, risk management, and continuous improvement while building and developing high-performing teams that deliver exceptional results.

Responsibilities

• Own the end-to-end implementation process across Select, Premier, Advisory, and Key market segments, providing operational leadership and accountability for onboarding, plan setup, eligibility configuration, EDI implementation, data exchange enablement, and operational readiness.
• Deliver a consistent, high-quality, and efficient onboarding experience that meets customer expectations and business objectives.
• Design and oversee implementation service models that support the needs of each market segment, balancing operational efficiency and scalability with differentiated experiences for larger and more complex customers.
• Direct implementation operations to balance customer needs, service excellence, productivity, capacity utilization, and financial performance.
• Develop and manage service, quality, productivity, expense, risk, customer experience, and financial performance metrics that support achievement of business commitments.
• Drive operational excellence through performance management, standardization, quality oversight, root-cause resolution, and continuous process improvement.
• Leverage customer feedback, service outcomes, and operational performance data to identify and implement opportunities that improve customer satisfaction, retention, and operational effectiveness.
• Collaborate with Sales, Client Management, Product, Technology, and Operations leaders to ensure implementation processes effectively support customer needs, business growth, and operational readiness.
• Partner with Technology, Product, and Transformation teams to ensure operational requirements, business priorities, and customer needs are incorporated into future-state solutions.
• Provide operational leadership and implementation expertise to support successful deployment, adoption, and ongoing support of new capabilities, tools, and processes while maintaining service commitments.
• Champion change adoption by reinforcing business purpose, aligning internal and external messaging, and removing barriers through visible leadership support.
• Lead, coach, and develop managers and team leaders while building organizational capabilities, workforce strategies, and talent pipelines that support business growth and employee development.
• Establish high standards for performance, accountability, and professional development.
• Serve as the accountable business owner for implementation policies, procedures, controls, operating standards, and governance, ensuring quality oversight, risk management, compliance, and performance management across the implementation organization.

Requirements

• 10+ years of leadership experience in implementation, operations, customer onboarding, or related operational functions within group benefits, insurance, financial services, or a similarly complex service environment.
• Demonstrated success leading large, multi-level operational organizations through managers and team leaders.
• Proven experience building and executing strategic plans that drive customer, operational, and financial outcomes.
• Strong operational and technical background with demonstrated analytical and problem-solving capabilities.
• Experience leading process improvement and operational excellence initiatives.
• Strong understanding of EDI, data exchange solutions, implementation processes, and customer onboarding practices.
• Exceptional communication and influence skills with the ability to partner effectively across matrixed organizations.
• Experience managing budgets, workforce planning, and organizational performance.
• Experience leading implementation functions supporting multiple customer segments and distribution models.
• Knowledge of group benefits administration, enrollment, eligibility, billing, and customer onboarding processes.

Preferred Qualifications

• Experience leveraging automation, AI, workflow technologies, and digital solutions to improve customer experiences and operational efficiency.
• Lean, Six Sigma, Agile, or other continuous improvement methodology experience.
• Proven success driving customer-centric transformation while maintaining operational performance and service excellence.
• Bachelor’s degree in Business, Operations Management, Healthcare Administration, Finance, or a related field; advanced degree preferred.

Reporting Relationships

As our Head of Implementation, you will report to our Vice President, Customer Operations, who reports to our Head of Group Benefits Operations.

Location

The primary location for this position is within commuting distance of a Guardian hub location, with a preference for Bethlehem, PA, operating in a hybrid work arrangement (3 days a week in office).

Travel

Up to 20% travel may be required for this position.

Pay

The salary range for this position is $110,350.00 - $181,285.00. The salary ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Benefits

Guardian offers contemporary, supportive, flexible, and inclusive benefits and resources, including:

• Skill-building and leadership development opportunities
• Philanthropic opportunities
• Comprehensive benefits for full-time eligible employees (explore more at www.guardianlife.com/careers/corporate/benefits)