VP, National Accounts Service and Operations

About the role

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.

Key Responsibilities

• 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 implementing 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Pay

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.

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!

Equal Opportunity Employer

MetLife, an Equal Opportunity Employer, does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital status, national origin, veteran status, or any other characteristic protected by applicable law. If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.