• Oversee the product development function, including formulating product vision and strategy • Define future product needs and enhancements • Drive the creation of profitable, highly engaging, easy-to-use products across all business units • Lead enterprise UM portfolio strategy and governance • Partner with clinical technology vendors and product development partners • Align roadmap priorities and enforce SLA accountability • Drive end-to-end delivery across prior authorization, concurrent review, and clinical correspondence workflows • Drive deployment of AI-enabled and other Tech capabilities across the UM lifecycle • Establish operational effectiveness frameworks that measure productivity, accuracy, and throughput gains • Own the enterprise ROI and KPI measurement framework for UM technology investments • Develop and oversee the model for managing product development strategy • Develop and oversee product roadmap in alignment with strategic goals, market trends, competitive landscape, client, and consumer needs • Drive clinical, digital and data/analytics product innovation

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 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.

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. Job Description The Vice President, Global Partner Strategy and Management is responsible for defining and executing CEG's global partner strategy, overseeing a $300M+ partner portfolio across managed services, subcontracting, and partner-enabled delivery models. This leader owns the end-to-end partner ecosystem, including partner strategy, vendor governance, commercial management, and partner-enabled service delivery. The role is accountable for the strategy, performance, and business outcomes of CEG's partner ecosystem, including delivery capacity, services economics, operational scalability, and partner-enabled growth. This includes leading strategic partner programs, managing executive partner relationships, and driving continuous improvement in partner performance, utilization, and business outcomes. The VP will also identify emerging opportunities to leverage partners in new service models, including AI-enabled and automation-driven delivery. Reporting to the CEG COO/GVP of Strategy & Operations, the VP serves as the executive relationship owner for CEG's most strategic partners, building and managing relationships with partner CEOs, CFOs, and COOs. This leader will oversee executive business reviews, sponsor key strategic initiatives, and lead resolution of critical escalations. Internally, the VP serves as a strategic advisor and thought partner to the CEG COO, SVP of CEG, and senior leadership team, helping shape CEG's operating model, delivery strategy, and partner ecosystem roadmap. Working closely with leaders across Sales, Finance, Legal, Product, and CEG Operations, this role ensures partner investments and commitments are commercially sound, operationally effective, and aligned with ServiceNow's broader business objectives. The VP will represent CEG's partner strategy across ServiceNow and help shape how partner-enabled delivery supports the company's evolving go-to-market and services strategy. Success in this role requires strong commercial acumen, operational rigor, strategic vision, and executive presence, along with the ability to influence senior stakeholders, navigate complex negotiations, and drive alignment across functions, partners, and geographies. Qualifications Partner Strategy & Governance: - Define and execute CEG's partner ecosystem strategy in alignment with ServiceNow's broader partner strategy and CEG's long-term business objectives. - Establish partner segmentation, investment frameworks, governance models, KPIs, and executive review cadences. - Lead strategic planning and executive business reviews with key partners. - Identify emerging partner models, capabilities, and technologies that enhance delivery outcomes, scale, and economics. - Partner closely with Global Partners & Channels to align on strategy, capability development, incentive models, and shared opportunities across delivery and go-to-market motions. Vendor & Commercial Management: - Own strategic vendor relationships, including contract negotiations, renewals, commercial terms, and performance management. - Establish and oversee SLAs, compliance standards, and performance frameworks across the partner portfolio. - Drive vendor optimization initiatives to maximize value, efficiency, and business outcomes. - Lead resolution of partner-related commercial and operational escalations in partnership with Finance, Legal, Procurement, and Operations. - Oversee partner management tooling, analytics, and reporting capabilities to support governance, performance management, capacity planning, and decision-making. Partner Execution & Operational Alignment: - Ensure partner capacity, capabilities, and service commitments align with CEG delivery priorities and business objectives. - Partner with field operations and delivery leadership to drive partner onboarding, enablement, resource planning, and operational readiness. - Oversee partner utilization, capacity planning, financial commitments, and performance against business plans. - Drive initiatives that improve delivery quality, operational efficiency, compliance, and customer outcomes. - Serve as the executive escalation point for significant partner-related operational issues. - Lead, develop, and scale a high-performing partner strategy and management organization. Strategic Initiatives & Innovation: - Lead strategic initiatives to optimize CEG's use of partners across service delivery, capability expansion, and operational scale. - Represent CEG partner strategy and performance in executive reviews, governance forums, and strategic planning discussions. - Evaluate and implement new partner-enabled service models, including AI-enabled and automation-driven delivery capabilities. - Sponsor transformational initiatives such as partner consolidation, operating model improvements, technology enablement, and integration activities. - Provide regular insights and recommendations to CEG leadership on partner performance, risk, opportunities, and market trends. - Partner with Global Partners & Channels to share learnings and best practices that inform ServiceNow's broader partner ecosystem strategy. Skills: - 12+ years of experience in partner management, vendor management, professional services, consulting, operations, or related strategic business roles, including 5+ years leading teams. - Demonstrated success managing large-scale partner ecosystems, strategic vendor relationships, or partner-enabled delivery models, including accountability for significant commercial investments and business outcomes. - Experience developing and executing partner strategies, governance frameworks, and performance management programs in complex, matrixed organizations. - Strong commercial acumen, including contract negotiation, financial analysis, business case development, and executive-level vendor management. - Proven ability to influence and align senior stakeholders across Operations, Finance, Legal, Sales, Product, and other cross-functional organizations. - Experience using data and analytics to drive strategic decision-making, operational performance, and continuous improvement. - Bachelor's degree in Business, Finance, Operations, or a related field. Preferred qualifications: - MBA or equivalent advanced degree. - Experience within enterprise software, SaaS, professional services, or consulting organizations. - Experience developing partner ecosystem strategies and operating models in global, high-growth organizations. - Familiarity with managed services, outcome-based commercial models, and partner-enabled service delivery. - Experience leading organizational transformation, operating model redesign, or large-scale business change initiatives. Competencies: Executive Leadership & Presence - Establishes credibility with executive stakeholders and partner leadership. - Communicates with clarity, confidence, and strategic perspective. - Serves as a trusted advisor to senior leaders and represents the organization in executive forums. Strategic Thinking & Business Acumen - Develops long-term strategies aligned to business objectives and translates them into executable plans. - Applies strong commercial, financial, and operational judgment. - Navigates ambiguity and balances short-term execution with long-term value creation. Influence & Negotiation - Leads complex negotiations and drives alignment across stakeholders without direct authority. - Builds coalitions and influences decisions through relationships, data, and business insight. - Effectively navigates competing priorities and organizational complexity. Operational Excellence - Establishes accountability through governance, metrics, and performance management. - Uses data and analytics to drive decisions and continuous improvement. - Ensures disciplined execution against strategic objectives. Relationship Management & Change Leadership - Builds trusted relationships across partners, functions, and geographies. - Leads organizations through change, transformation, and evolving business priorities. - Demonstrates resilience, adaptability, and emotional intelligence in dynamic environments. Key working relationships: Internal: CEG COO/SVP, CEG Field Operations, Finance, Legal, Sales, Delivery Leadership, HR/Talent, Global Partners and Channel leadership. External: Partner executive leadership, partner account teams, sub-contractors, industry associations. JV19 For positions in this location, we offer a base pay of $263,900 - $448,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

• Direct and integrate functions for exceptional claims performance • Set strategic vision and ensure cross-functional collaboration • Lead teams that impact loss results, customer experience, operational efficiency, financial integrity, and risk mitigation • Develop and implement the vision, strategy, and operating model for Analytics, SIU, Subrogation, QC, PMO, and Advocacy • Manage the Claims project portfolio, ensuring alignment and timely execution • Develop and manage Shared Services budgets, contracting, negotiation, and performance management