Senior Operations Manager - Consumer Experience & Advocacy

As CXA Senior Operations Manager, you will report directly to the Head of CXA Strategy and Planning play a leading role in driving operational excellence for Consumer Experience and Advocacy (CXA). In this role, you will be responsible for driving operational excellence across all Consumer Experience & Advocacy functions by maintaining and continuously improving the CX Ops Model, processes, and standards. You will ensure that tools, templates, and job aids are consistently updated and accessible, empowering the team to deliver high-quality journey mapping and consumer experience initiatives. Your project management expertise will be essential in leading ad-hoc CXA initiatives, tracking progress, risks, and dependencies, and ensuring seamless execution in alignment with strategic priorities. You will oversee the publication and inventory of experience assets (e.g. journey packages), making certain that resources remain current and support enterprise needs. With a strong focus on innovation and big-picture thinking, you will operationalize new solutions and best practices (including AI adoption) to keep the team ahead of industry trends. Your work will align operational support with strategic enablement to foster a culture of consumer centricity across the enterprise. You Have Experience managing operational processes, tools, and resources in a CX, product, or operations environment Strong project management skills and the ability to lead multiple initiatives simultaneously; PMP or comparable certification (a plus, but not required) Proficiency with AI, automation, and emerging CX technologies (strongly preferred) Proven ability to create and maintain templates, job aids, and process documentation Excellent organizational, communication, and stakeholder management skills Ability to facilitate cross-functional collaboration and drive change and continuous improvement in a matrixed environment Insurance or financial services experiences (a plus, but not required) You Will Support the CX Op Model, ensuring bet practices and standards are consistently applied Create, update, and manage tools, templates, and resources to support CXA functions Lead ad-hoc CXA initiatives, driving operational efficiency and impact Oversee journey publication and inventory management, ensuring assets are current and accessible Identify and implement new solutions and best practices, including AI adoption, to keep the CXA team ahead of demand Partner across CXA functional teams and COE to ensure alignment and enablement Track and report on initiative progress, risks, and dependencies to leadership Drive a culture of innovation and consumer centricity across the enterprise Location This role is hybrid with 3 days a week in our Bethlehem PA HUB location. Salary Range: $96,960.00 - $159,300.00 The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation. Our Promise At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards. Inspire Well-Being As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits. Equal Employment Opportunity Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law. Accommodations Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected]. Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday. Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com. Apply tot his job