Senior Operations Manager

Job Overview 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. Responsibilities Identify high‑value opportunities where AI can reduce manual work, improve consistency, and make information easier to use for CXA teams. 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 needed. Document best practices, standards, and playbooks so teams can use AI tools safely, consistently, and effectively. Coaching teams on adopting new AI‑enabled ways of working through simple guidance, templates, and examples. Connect related efforts across CXA to avoid duplication and scale successful practices. Measure the impact of AI‑enabled tools and workflows through adoption, time saved, quality improvements, and business value. Qualifications & Skills 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. 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. Preferred Experience Insurance or financial services experience strongly preferred. Location & Compensation 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 may be adjusted based on education, experience, knowledge, and abilities of the successful candidate. In addition to base pay, the position may be eligible for annual, sales, or other incentive compensation. 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. If reasonable accommodation is needed to participate in the job application or interview process, or to perform essential job functions, please contact View email address on click.appcast.io. Guardian also provides reasonable accommodations to qualified job applicants and employees to accommodate known limitations related to pregnancy, childbirth or related medical conditions, unless such accommodations would create an undue hardship. Visa Sponsorship Guardian Life is not currently or in the foreseeable future sponsoring employment‑based visas. 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. #J-18808-Ljbffr