MetLife · 8 hours ago
Leave Solutions Program & Operations Manager
United States
Full-time
Remote
Senior Level
$93K/yr - $140K/yr
5+ years expMetLife is one of the world’s leading financial services companies, providing insurance and employee benefits. The Leave Solutions Program & Operations Manager will lead the Short-term Disability Operations Stabilization program and manage day-to-day operations for a large claims organization, overseeing a team of Claim Specialists and Unit Managers.
Asset ManagementFinancial ServicesInsuranceLife InsuranceRisk Management
Responsibilities
Program Management – Stabilization & Change Leadership
Charter & Governance: Develop/maintain the program charter, roadmap, milestones, and success metrics; establish RAID (Risks, Assumptions, Issues, Dependencies) management and meet governance cadences
Updates & Executive Materials: Produce clear weekly/monthly status updates; develop high impact PowerPoint and narrative materials for executives, steering committees, and operational forums
Workstream Facilitation: Schedule, lead, and document workstream meetings (agendas, decisions, action items, owners, dates); manage interdependencies across key stakeholders
Engagement & Adoption Lead: Lead the workstreams—build change plans, communications, training/reinforcement, and adoption dashboards to drive sustained behavioral change
VP Support: Assist the VP with deliverables required for STD Operations Stabilization, including analyses, recommendations, and implementation planning
Operational Management – Day-to-Day Leadership
Performance Delivery: Own day-to-day execution and attainment of all operational metrics and plans (e.g., quality, service-levels, production, accuracy); drive results and accountability across all levels
People Leadership: Full people management responsibilities for Unit Managers and their teams, including hiring, performance and compensation management, development, promotions, and disciplinary actions
Customer & Partner Management: Build and manage effective partnerships with internal/external customers; integrate customer needs with organizational strategy; manage escalations and complex case scenarios
Teamwork & Culture: Foster an environment of teamwork and cross-functional cooperation; create a culture where feedback is valued and modeled; recognize and develop talent
Change & Communication: Effectively manage and communicate change; create an environment where change is embraced and aligned to business priorities; translate program changes into operational practice
Process & Technology Enablement: Provide a future vision for process improvement; champion new process/technology initiatives and ensure successful implementation within claim teams
Strategic Leadership: Provide leadership on major initiatives; use operational expertise to influence the direction of the claims organization; ensure SOPs and controls are current and followed
Compliance & Risk: Ensure adherence to policies, procedures, and applicable federal and state regulations related to STD/FML and other employee benefit programs
Progressive Readiness & Transition (Concurrent during Initial Months)
Shadowing & Mentorship: Shadow and receive mentorship from the current Operations Manager to gain end-to-end understanding of STD/FML operations
Tools & Metrics Proficiency: Become proficient with operational systems, dashboards, reporting, and performance metrics; interpret insights to drive action
Formal Training: Complete formal Short-term Disability training (policy, compliance, clinical interfaces, case management fundamentals)
Readiness to Lead: Gradually assume greater decision rights and full operational accountability; ensure stabilized processes are embedded, documented, and sustainable
Supervisory Responsibilities
Full people leadership for Unit Managers and their teams, including recruitment, performance management, compensation decisions, coaching, career development, recognition, and corrective actions
Qualification
Required
5+ years operations experience (STD/FML/Leave of Absence or closely related benefits operations preferred)
3+ years in a leadership/people management role
Demonstrated success balancing program/project delivery with hands-on operational management
Strong facilitation, stakeholder management, and matrix collaboration skills
Excellent written and verbal communication; strong presentation skills (PowerPoint and narrative storytelling)
Proven ability to manage multiple priorities and drive results through others
Project/program management skills; change management experience (certifications a plus)
High school diploma or GED
Preferred
Bachelor's degree
STD, LTD, clinical, and broader industry knowledge
Experience as a change agent and innovator, improving operational effectiveness and productivity
Claims management experience across Employee Benefits (e.g., FMLA, state disability, Workers' Compensation, Life Insurance) and relevant federal/state laws; familiarity with privacy and compliance expectations
Significant experience with claims processes and technology, including dashboards and workflow tools, to enable service and innovation
Strength in influence, negotiation, and conflict resolution; ability to thrive in a matrix environment
Strong analytical, decision-making, and problem-solving skills; grounding in continuous improvement and root-cause analysis
Benefits
Comprehensive health plan that includes medical/prescription drug and vision
Dental insurance
No-cost short- and long-term disability
Company-paid life insurance
Legal services
Retirement pension funded entirely by MetLife
401(k) with employer matching
Group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance
Employee Assistance Program (EAP)
Digital mental health programs
Parental leave
Volunteer time off
Tuition assistance
Company
MetLife
MetLife is a provider of insurance, employee benefits, and financial services .
10001+ employees
H1B Sponsorship
MetLife has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (164)
2024 (108)
2023 (113)
2022 (155)
2021 (75)
2020 (81)
Funding
Current Stage
Public CompanyTotal Funding
$500M2024-06-20Post Ipo Debt· $500M
2000-04-14IPO
Leadership Team
Michel A. Khalaf
President & CEO, MetLife, Inc.
Koley Corte
Senior Vice President & Chief Marketing Officer - Institutional, Regional, Global Insights+Analytics
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