Service and Operations Strategy Consultant
Job in
Springfield, Hampden County, Massachusetts, 01119, USA
Listed on 2026-09-14
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-14
Job specializations:
-
Business
Change Management, Business Analyst, AI Business & Operations, Operations Management
Job Description & How to Apply Below
- Conduct current-state analysis of operations, customer journeys, channel performance, service demand, and cost drivers
- Evaluate automation, digital containment, workflow optimization, and AI-enabled solutions
- Define requirements, assess vendors and tools, and size impacts
- Support business cases, roadmaps, and implementation plans with cross-functional partners
- Analyze outsourcing, managed service, nearshore/offshore, and hybrid delivery models
- Develop cost-benefit models, risk assessments, and transition plans
- Define operating model requirements, governance, controls, workforce impacts, and change-management routines
- Establish and track KPIs and transformation success measures
- Prepare and support cross-functional workshops and leadership discussions
- Monitor market trends, emerging technologies, competitive practices, and customer behavior shifts
- Coordinate timelines, dependencies, and stakeholder inputs across multiple initiatives
- Help modernize the service and operating model for Financial Protection and Retirement Solutions
- Develop understanding of FPRS businesses, workflows, and processes
- Partner with operations, contact center, customer experience, workforce management, technology, procurement, and change management teams
Requirements
- Bachelor’s degree required
- 5+ years of experience in management consulting, corporate or business strategy, operations strategy, transformation, or business process improvement
- Strong analytical and project management skills
- Proficiency with data, business case development, and executive-ready materials
- Experience with operating-model transformation, including automation and AI platforms used to modernize processes
- Familiarity with contact center, workforce planning, operations, and service functions is a plus
- Legally authorized to work in the United States without current or future employer sponsorship
Core Competencies
Demonstrates expertise in operations analysis, project management, and business process improvement, with a strong focus on automation and AI-enabled solutions. Proven ability to develop business cases, assess vendor tools, and implement operating model transformations in collaboration with cross-functional teams.
Highest-signal resume keywords
- Operations Strategy
- Project Management
- Business Process Improvement
- Data Analysis
- AI-Enabled Solutions
Hard Skills
- Current-State Analysis
- Cost-Benefit Modeling
- Risk Assessment
- KPI Tracking
- Automation
- Digital Containment
- Workflow Optimization
- Vendor Assessment
- Change Management
- Business Case Development
Soft Skills
- Analytical Skills
- Collaboration
- Communication
- Leadership
- Stakeholder Management
Industry Keywords
- Financial Protection
- Retirement Solutions
- Contact Center
- Workforce Planning
- Managed Service
- Hybrid Delivery Models
Tools & Technologies
- AI Platforms
- Automation Tools
- Data Analysis Software
- Project Management Software
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×