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)
• 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!