Head of Implementation - Client Onboarding and Set-up
The Guardian Life Insurance Company of AmericaBethlehem · full time · Management
$110,350 – $181,285
Listed on The Guardian Life Insurance Company of America’s own careers site. You apply with them directly — we never stand between you and the employer.
What this role is
Lead the end-to-end implementation and customer onboarding function for Guardian's group benefits business, managing multiple market segments and building high-performing teams to ensure seamless customer experiences from sale through setup. This role requires a seasoned operations leader with deep expertise in complex service environments, customer onboarding, and process improvement to drive both operational excellence and business growth.
Our summary, not The Guardian Life Insurance Company of America’s wording. The full posting is on their site.
Skills this role names
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What they ask for
Required
- 10+ years leading implementation, operations, customer onboarding, or related functions in group benefits, insurance, financial services, or 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 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 to partner 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
Nice to have
- 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
- Bachelor's degree in Business, Operations Management, Healthcare Administration, Finance, or related field; advanced degree preferred