When you join the team at Unum, you become part of an organization committed to helping you thrive.

Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide: 

• Award-winning culture 

• Inclusion and diversity as a priority 

• Performance Based Incentive Plans

• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability 

• Generous PTO (including paid time to volunteer!) 

• Up to 9.5% 401(k) employer contribution 

• Mental health support 

• Career advancement opportunities 

• Student loan repayment options 

• Tuition reimbursement

• Flexible work environments 

*All the benefits listed above are subject to the terms of their individual Plans.

And that’s just the beginning…  

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today! 

General Summary:

The SVP, Operations & Customer Engagement is responsible for defining and driving the enterprise operations strategy while leading an integrated Customer Engagement and Shared Services organization with empathy, speed and quality. This role unifies service strategy, enablement, partner management, and customer-facing service delivery to strengthen end‑to‑end accountability and elevate the overall customer experience. The leader will shape how services are delivered in an emerging technology future state, building capabilities that allow Unum to anticipate customer expectations, respond with greater agility, and deliver consistently high‑value interactions across channels. In addition, this role ensures operational teams are equipped with the tools, insights, and support they need to serve customers and stakeholders effectively, enabling them to perform at their best and focus on delivering exceptional outcomes.

Principal Duties and Responsibilities:

• Shared Services Enablement:
  • Operate an operations focused service catalog and scorecards with Service Level Agreements (SLAs) and Objectives & Key Results (OKRs) covering a breadth of leading and lagging indicators not limited to: Operational Performance, Knowledge Management, Workforce Operational Risk, Process Improvement, Quality
  • Assurance and program management.
• Customer Engagement & Service Design:
  • Leverage Value Stream framework to integrate Service Strategy & Design with delivery and enablement to ensure customer outcomes are designed, delivered, and measured end‑to‑end.
  • Drive consistent experience standards across channels, with strong Voice of Customer and Voice of Employee feedback loops.
• Operational Excellence Portfolio prioritization:
  • Run an intake/triage and sequencing process with joint prioritization council in Partnership with Transformation Acceleration Office.
• Partner Management (Third-Party Oversight):
  • Build and execute strategy for business led external labor partnerships; Centralize governance of external labor; align to Strategic Sourcing on Source‑to‑Pay, commercial strategy, performance credits/penalties, and risk. Target BPO vendor rationalization and value capture.
  • Develop forward thinking strategies for BPO disruption including paths for GenAI and AgenticAI opportunities.
• AI Operations & Digital Service:
  • Implement and scale intelligent routing, real-time agent assist, automate routine tasks, route work smarter and guide teams to higher value efforts.
  • Partner with enterprise teams to leverage and increase utilization of self-service portals and virtual assistants for customers and intuitive knowledge bases for employees.
  • Ensure ethical, compliant AI operations with robust data governance and model performance monitoring.
• Performance architecture:
  • Own OKRs that connect experience, speed, quality, and cost‑to‑serve; maintain enterprise dashboards; conduct QBRs with business units.
  • Establish a unified performance architecture: elevated SLAs, cost‑to‑serve/unit cost, FCR, digital containment, cycle times, quality, and experienc