Director, Operations Optimization

On Met Life’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide.

Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The Director, Operations Performance Optimization is accountable for stabilizing, optimizing, and modernizing Leave Solutions operations. The role turns data into actionable insight, drives measurable progress through agentic AI and automation, and sets the standard for quality and for inventory and workforce management across STD and Absence journeys, from intake through decision.

This leader aligns Operations, Product, Technology, Data, Risk, Legal, and Enablement partners around a multi-year roadmap, clear investment priorities, and measurable value realization. Success is defined by sustained KPI lift (quality, productivity, utilization, timeliness, and customer effort), right-sized inventory and capacity, disciplined change adoption, and governed AI and automation with clear human-in-the-loop controls and auditable decisioning.

• Own the performance analytics strategy for Leave Solutions, integrating quality, productivity, utilization, inventory, customer effort, and tool-adoption data into a single trusted view of operational health.
• Convert data into timely, prioritized actions: executive dashboards, root-cause analysis, predictive indicators, and recommendations that leaders can act on, with clear owners and measured outcomes.
• Establish data governance, KPI definitions, and metric integrity so insights are consistent, auditable, and trusted across Operations, Finance, and Risk.
• Build an insights-to-action cadence in which findings trigger coaching, process, knowledge, or automation interventions and results are tracked to sustained KPI improvement.

• Provide executive oversight for agentic AI and automation capabilities across STD and Absence journeys from intake through initial decision, including operating model, controls, and scale strategy.
• Own the enablement strategy for enterprise AI and process‑intelligence platforms (adoption plan and value realization), including:
  • Prioritizing use cases based on value, feasibility, and risk
  • Sequencing releases to support stable adoption and measurable KPI lift
  • Embedding insights into workflows and accelerating SOP updates
  • Identify and drive automation opportunities (e.g., intake, triage, document handling, routing, and quality review) that reduce manual effort, cycle time, and rework.
  • Establish benefits tracking for every AI and automation release, tying results to productivity, quality, capacity, and cost outcomes.

• Serve as the Leave Solutions quality authority, defining quality standards, scoring methodology, calibration practices, and defect taxonomy across human and AI-assisted work.
• Design quality feedback loops, including AI-enabled quality monitoring and expanded sampling, that surface defects early and drive targeted coaching, knowledge, and SOP updates.
• Ensure audit readiness and compliance with regulatory, client, and internal control requirements; partner with Risk, Compliance, Legal, and Audit on remediation and prevention.
• Define quality assurance for agent-generated decisions, including validation, exception handling, and…