Sr. Manager, Strategic AI Transformation

Role Summary

Guardian Life is seeking a Sr. Manager, Strategic AI Transformation to lead the end-to-end AI-enabled transformation of our customer service. This individual will own delivery of high-impact AI initiatives that reimagine how customers experience Guardian—across service interactions, claims resolution, digital self-service, and contact center operations—to drive satisfaction, efficiency, and loyalty at scale.

Unlike traditional management roles, this position sits at the intersection of customer experience strategy, people leadership, and AI execution. You will translate enterprise AI strategy into tangible customer service solutions, partnering closely with data science, technology, and operations teams to move from opportunity to production deployment at speed.

Success in this role requires operating with urgency, navigating ambiguity, and delivering measurable outcomes in an environment that blends startup pace with enterprise complexity. 

This role reports to the Head of AI Strategic Transformation and has significant visibility across executive leadership and customer service business partners.

You will:

• Own end-to-end delivery of AI-enabled customer service solutions, from opportunity identification through deployment and scaling—spanning virtual agents, intelligent routing, agent assist tools, and self-service automation
• Translate strategic priorities into product roadmaps with clear, measurable business outcomes
• Drive execution across cross-functional teams (data science, engineering, contact center operations, and Customer Service leadership)
• Lead design and delivery of AI/GenAI solutions purpose-built for customer service, including conversational AI, agent assist, knowledge management automation, and omnichannel digital experiences
• Partner with data science and AI teams to develop, deploy, and scale models in alignment with enterprise data and AI standards
• Define end-to-end data requirements and product workflows aligned to value stream goals
• Manage dependencies, risks, and cross-team coordination to ensure on-time delivery
• Partner with customer service leadership to define business value, redesign service processes end-to-end, and drive adoption through robust change management and frontline engagement
• Continuously improve customer service processes and outcomes using data, AI, and automation—with a relentless focus on CSAT, NPS, handle time, and first-contact resolution
• Define and track product OKRs aligned to value stream objectives
• Build business cases and own value realization post-launch
• Influence stakeholders and drive alignment without direct authority
• Lead change management and ensure organizational readiness to support successful adoption

You have:

• Bachelor’s degree or equivalent work experience
• A minimum of 10 years of experience in product management and management consulting
• Proven experience in defining and driving product or transformation roadmaps with a customer service or CX focus, integrating VOC/customer research, and ensuring compliance with data/AI standards
• Strong knowledge of product journey mapping, business process improvement, and OKR management.
• Experience working with cross-functional teams and managing complex projects
• Excellent communication and teamwork skills with the ability to influence others and work effectively
• Ability to manage multiple tasks and meet deadlines

Required skills:

• Continuous Improvement Management
• Objectives and Key Results
• Product Road Map
• Product Vision
• Customer Experience (CX) Strategy

Location:

• Hudson Yards, NYC
• 3+ days onsite 

Salary Range:

$152,290.00 - $250,195.00

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]. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

 

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

 

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to [email protected], making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via [email protected].

 

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here. 

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.