Teams at MetLife

Supports product planning, prioritization, testing, and delivery for CRM, Service360, workflow automation, and AI initiatives. Partners with business and technology teams to gather requirements, create user stories, manage backlogs, coordinate pilots and releases, improve customer journeys, and identify automation opportunities. The role also supports training, stakeholder communications, adoption tracking, and AI-enabled improvements to customer and broker servicing.

Manage a group benefits book of business ranging from 2 to 5,000 lives, serving as the primary broker contact and coordinating service delivery. Resolve escalations, support renewals, improve account performance, and identify cross-sell and growth opportunities. Lead client and broker meetings, provide consultative guidance on benefit plans, monitor service performance, and deliver data-driven engagement and education initiatives.

Leads performance optimization for Leave Solutions operations, overseeing analytics, AI and automation, quality management, inventory and workforce planning, transformation, and executive governance. The role turns operational data into measurable improvements in quality, productivity, utilization, timeliness, customer effort, and cost. It directs managers and cross-functional teams, establishes AI controls and human-in-the-loop processes, drives adoption and workforce readiness, and aligns Operations, Product, Technology, Data, Risk, Legal, HR, and other partners around a multi-year roadmap.