Head of Implementation

Do you want to lead a critical function that directly impacts customer satisfaction, retention, and business growth? Guardian is seeking a Head of Implementation to lead the end-to-end implementation experience across our Select, Premier, Advisory, and Key market segments. In this role, you will be accountable for ensuring customers receive a seamless onboarding experience from notice of sale through successful setup, data exchange activation, and first premium payment.

You will serve as the business process owner for implementation, driving operational excellence, service quality, customer outcomes, risk management, and continuous improvement while building and developing high-performing teams that deliver exceptional results.

You AreA 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 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 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 support the needs of each market segment, balancing operational efficiency and scalability with differentiated experiences for larger and more complex customers.

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 incorporated into future-state solutions.

Provide operational leadership and implementation expertise to support successful deployment,…