Leave Solutions Program & Operations Manager - 15359

Description and Requirements
Job Summary
This dual-focused role combines program leadership and operational management for Short-term Disability (STD) and Leaves operations. The manager will (1) lead the STD Operations Stabilization program-owning governance, workstream facilitation, and engagement & adoption-and (2) own day-to-day operations for a large claims organization, providing leadership for 60-80 STD/FML Claim Specialists through 4-6 Unit Managers.
Responsibilities include planning, implementing, and overseeing all claim and customer activities while ensuring the highest levels of quality, service, and compliance. As stabilization efforts mature, the role progressively assumes full operational ownership and continuous improvement leadership.
Key Responsibilities
A) 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.

B) 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.

C) 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.

Required Qualifications

• 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 Qualifications

• 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

Key Competencies

• Program & operational execution excellence
• Change leadership; engagement & adoption
• Customer obsession and service mindset
• Analytical rigor and decision quality
• Communication, influence, and collaboration
• Talent development and coaching
• Learning agility and adaptability

The expected salary range for this position is $93,000 - $140,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
$93,000 - $140,000