Senior Operations Manager

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.