Head of Implementation

Head Of Implementation

As the Head of Implementation, you are responsible for ensuring Guardian's customers across the Select, Premier, Advisory, and Key market segments receive a seamless, high-quality implementation experience. This leader is accountable for the end-to-end implementation process, from notice of sale through successful onboarding, plan setup, data exchange activation, and first premium payment. As the business process owner for implementation, this role is responsible for operational performance, service quality, customer outcomes, risk management and adherence to established service standards. The Head of Implementation leads managers and team leaders responsible for front-line implementation professionals and ensures consistent execution across all market segments while delivering on service, quality, productivity and expense objectives.

This leader partners closely with Sales, Client Management, Operations, Product, and Transformation teams to resolve challenges, drive continuous process improvement, and ensure implementation capabilities effectively support business growth and customer retention. The successful candidate is a strong operational leader who leverages data, governance, and disciplined execution to deliver reliable outcomes, build high-performing teams, and create an exceptional customer onboarding experience.

You Are

A strategic and results-driven leader with a proven track record of leading implementation organizations across multiple market segments. You are a collaborative business partner who can align teams around business priorities, execute with discipline, and continue building the Implementation organization's reputation as a trusted and valued partner across the Group Benefits.

As a leader, you:

• Develop and inspire high-performing teams.
• Earn trust and confidence through transparency, accountability, and strong execution.
• Serve as the accountable business owner for the end-to-end implementation process, ensuring process performance, operating standards, service quality, customer satisfaction, and business results across all market segments.
• Foster a culture of inclusion, engagement, accountability, and continuous improvement.
• Lead effectively through changing business priorities while maintaining consistent customer and operational performance.
• Balance operational excellence with disciplined execution and strong customer outcomes.
• Demonstrate courage in decision-making and accountability for outcomes.
• Model Guardian's values and customer-centric culture.
• Build strong partnerships and influence across a complex matrixed organization.

You Will

• Own the end-to-end implementation process across Select, Premier, Advisory, and Key market segments, providing operational leadership and accountability for all implementation activities, including onboarding, plan setup, eligibility configuration, EDI implementation, data exchange enablement, and operational readiness.
• Deliver a consistent, high-quality, and efficient onboarding experience that meets customer expectations and business objectives.
• Design and oversee implementation service models that effectively support the needs of each distribution segment, balancing operational efficiency and scalability in lower-touch markets while delivering differentiated, high-touch onboarding experiences for larger and more complex customer segments.
• Direct implementation operations to balance customer needs, service excellence, productivity, capacity utilization, and financial performance.
• Develop and manage service, quality, productivity, expense, risk, customer experience, and financial performance metrics that support achievement of business commitments.
• Drive operational excellence through performance management, standardization, quality oversight, root-cause resolution, and continuous process improvement.
• Leverage customer feedback, service outcomes, and operational performance data to identify and implement opportunities that improve customer satisfaction, retention, and operational effectiveness.
• Collaborate with Sales, Client Management, Product, Technology, and Operations leaders to ensure implementation processes effectively support customer needs, business growth, and operational readiness.
• Partner with Technology, Product, and Transformation teams to ensure operational requirements, business priorities, and customer needs are reflected in future-state solutions.
• Provide operational leadership and implementation expertise to ensure successful deployment, adoption, and ongoing support of new capabilities, tools, and processes while maintaining service commitments.
• Sponsor change adoption by reinforcing the "why," aligning team and sales messaging, and removing barriers to adoption through visible leadership support.
• Lead, coach, and develop managers and team leaders while building organizational capabilities, workforce strategies, and talent pipelines that support business growth, customer commitments, employee development, and long-term organizational success.
• Set high standards for performance, accountability, and professional development.
• Serve as the accountable business owner for implementation policies, procedures, controls, operating standards, and governance, ensuring quality oversight, risk management, compliance, and performance management across the implementation organization.

You Have

• 10+ years of leadership experience in implementation, operations, customer onboarding, or related operational functions within group benefits, insurance, financial services, or a similarly complex service environment.
• Demonstrated success leading large, multi-level operational organizations through managers and team leaders.
• Proven experience building and executing strategic plans that drive customer, operational, and financial outcomes.
• Strong operational and technical background with demonstrated analytical and problem-solving capabilities.
• Experience leading process improvement and operational excellence initiatives.
• Strong understanding of EDI, data exchange solutions, implementation processes, and customer onboarding practices.
• Exceptional communication and influence skills with the ability to partner effectively across matrixed organizations.
• Experience managing budgets, workforce planning, and organizational performance.
• Experience leading implementation functions supporting multiple customer segments and distribution models.
• Knowledge of group benefits administration, enrollment, eligibility, billing, and customer onboarding processes.
• Experience leveraging automation, AI, workflow technologies, and digital solutions to improve customer experiences and operational efficiency.
• Lean, Six Sigma, Agile, or other continuous improvement methodology experience.
• Proven success driving customer-centric transformation while maintaining operational performance and service excellence.

Location

This is a hybrid role within commutable distance to a Guardian Life hub location, with preference for Bethlehem, PA.