Service and Operations Strategy Consultant (Hybrid)

We are seeking a specialized collaborative and delivery-focused professional to advance the Service and Operational Strategy for Financial Protection and Retirement Solutions (FPRS). Reporting to the Service and Operations Strategy Leader you will independently advance complex workstreams that turn strategy into results; translating roadmaps and operating-model designs into rigorous analysis business cases and implementation-ready plans across new business and inforce service operations and contact center functions. You will apply strong strategic analytical and problem-solving skills across current-state assessment opportunity identification business-case development and operating-model design applying autonomy to develop customized solutions and escalating the most complex tradeoffs. You will help convert strategic priorities into measurable operational outcomes.

Key Responsibilities:

• Conduct current-state analysis of operations customer journeys channel performance service demand and cost drivers and translate findings into prioritized transformation opportunities.
• Evaluate strategic levers across automation digital containment workflow optimization and AI-enabled solutions including requirements definition vendor and tool assessment and impact sizing.
• Support the development of business cases roadmaps and implementation plans in partnership with technology customer experience finance and operational leaders.
• Execute and lead complex or specialized analysis of outsourcing managed service nearshore/offshore and hybrid delivery models including cost-benefit modeling risk assessment and transition planning.
• Help define and document operating model requirements including roles governance process ownership controls workforce impacts and change management routines.
• Establish and track KPIs and success measures for transformation initiatives and build the reporting that shows progress against targets.
• Prepare for and support cross-functional workshops and leadership discussions driving alignment and capturing decisions actions and follow-through.
• Monitor market trends emerging technologies competitive practices and customer behavior shifts to keep the operations strategy future-ready.
• Manage execution across multiple initiatives coordinating timelines dependencies and stakeholder inputs to keep strategic priorities on track.

You are:

• Delivery-oriented: Experience independently executing strategic transformation or process-improvement initiatives from analysis through implementation.
• A fast learner: Able to quickly absorb new businesses processes and tools and apply that understanding to solve problems.
• Driven: Brings energy and a hunger to make an impact taking ownership and pushing initiatives forward.
• Strategic: Able to see the bigger picture frame opportunities and connect analysis to actionable recommendations and roadmaps.
• Analytical: Ability to analyze operational financial workforce and customer data to identify opportunities quantify impact and influence recommendations.
• Collaborative: Proven ability to contribute to cross-functional initiatives manage ambiguity and support alignment across teams with competing priorities.
• A strong communicator: Ability to simplify complex topics develop clear narratives and present recommendations to leaders.
• Autonomous and accountable: Able to work independently with guidance in the most complex situations applying sound judgment to develop customized solutions.

You have:

• Bachelors degree required.
• 5 years of experience in management consulting corporate or business strategy operations strategy transformation or business process improvement.
• Strong analytical and project management skills including proficiency with data business case development and executive-ready materials.
• Experience with operating-model transformation including automation and AI platforms used to modernize processes.
• Familiarity with contact center workforce planning operations and service functions is a plus.

You will:

• Help shape and execute the modernization of our service and operating model
• Develop a deep understanding of FPRS businesses workflows and processes
• Partner closely with operations leadership contact center leaders customer experience workforce management technology procurement and change management teams
• Be supported by the Service and Operations Strategy Leader while being empowered to independently drive workstreams challenge the status quo and grow into broader strategic responsibility

Salary Range:

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 addition to salary this role may also be eligible for annual sales or other incentive compensation.

Our Promise

At Guardian youll 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 Guardians 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 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 also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individuals 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 . 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 Guardians Use of Artificial Intelligence in Recruitment

As part of Guardians 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 Guardians 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 Guardians 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 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 Guardians document retention policy a copy of which you may request via .

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.

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