Senior Operations Manager

As a Senior Operations Manager, you will report directly to the Head of CXA Operations and Enablement and help Consumer Experience & Advocacy (CXA) COE modernize their operating and engagement model in practical, scalable ways. This role is designed for a strong generalist who can understand team needs, turn messy problems into clear use cases, and build repeatable tools, prompts, agents, and workflows that help teams work faster and make better decisions.

CXA teams generate important signals, reports, plans, and customer experience inputs across many workstreams. This role helps the organization move beyond one-off reporting and manual work by creating AI-enabled ways to synthesize information, personalize outputs, support self-service, and make insights easier to access and act on.

In practice, you will help design and build AI agents, prompts, and lightweight operating tools that support activities such as insight generation, reporting, personalization, summarization, planning, and decision support. Once those tools are working, you will help manage, improve, and scale them while moving on to the next high-value opportunity.

Success in this role requires curiosity, strong judgment, comfort with ambiguity, and the ability to influence without direct authority. You will work across CXA and adjacent partners to identify where AI can reduce friction, improve consistency, and create reusable ways of working that help the team focus on higher-value work.

You Have

• Strong operations, program management, or strategy experience, with the ability to bring structure to ambiguous problems and move work forward across teams

• Hands-on AI fluency, including experience using AI tools to improve speed, quality, consistency, and scale

• Experience developing prompts, workflows, lightweight agents, or self-service tools that solve practical business problems

• Strong systems thinking, with the ability to see patterns, connect work across teams, and design repeatable ways of working

• Excellent problem-solving skills and the ability to translate broad goals into clear use cases, requirements, tests, and operating routines

• Strong communication skills, including the ability to explain AI-enabled solutions in simple, practical terms for non-technical partners

• Experience partnering across functions and influencing teams without direct authority

• Ability to balance experimentation with operational discipline, including documentation, governance, quality checks, and ongoing improvement

• Comfort working with customer experience, operational, research, or business data and turning inputs into useful outputs

• Insurance or financial services experience strongly preferred

You Will

• Identify high-value opportunities where AI can help CXA teams reduce manual work, improve consistency, and make information easier to use

• Partner with teams to understand their needs, define clear use cases, and translate those needs into practical AI-enabled solutions

• Develop, test, and refine prompts, agents, and workflows that support insights, reporting, personalization, summarization, planning, and self-service

• Create reusable tools and operating models that help teams generate better outputs with less manual effort

• Manage and improve existing AI agents and workflows after launch, including monitoring quality, gathering feedback, and making updates as needs change

• Document best practices, standards, and playbooks so teams can use AI tools safely, consistently, and effectively

• Help teams adopt new AI-enabled ways of working through coaching, examples, templates, and simple guidance

• Connect related efforts across CXA to avoid duplication and scale what works across teams

• Measure the impact of AI-enabled tools and workflows through adoption, time saved, quality improvements, and business value

Location

• ​This role is hybrid with 3 days a week in office out of one of our Hub locations in Bethlehem PA, Holmdel NJ, or Hudson Yards NY

Salary Range:

$99,150.00 - $162,885.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position 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.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at . Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io . Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at ( ). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to View email address on click.appcast.io , making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via View email address on click.appcast.io .

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here ( .

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.

Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com .

Visa Sponsorship:

Guardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.