Manager, Participant Services

Prudential

Newark, NJ, US
Base: $114,500.00 to $188,900.00; bonus/equity: ye...
Hybrid
End-to-end service delivery ownership
Vendor performance management and sla oversight
Data-driven operational improvement strategies
Prudential is seeking a Manager for Participant Services in Newark, NJ, to oversee the operational delivery of services across various channels, ensuring quality and efficiency while leading the integration of data analytics and AI tools. The ideal candidate will have strong leadership and vendor management experience within customer service operations, with a focus on continuous improvement

Job Summary

  • The role serves as the primary operational lead accountable for end-to-end service delivery across Call Centers, Resolution Centers, and Claims & Appeals Management vendors.
  • This position drives the implementation of data, analytics, and agentic AI capabilities to improve efficiency and participant experience while ensuring proper governance.
  • Prudential offers a competitive salary range from $114,500.00 to $188,900.00 along with comprehensive benefits including medical, dental, vision, and a company-funded pension plan.

Matching Summary

Match Score: 85

Prudential is seeking a Manager for Participant Services in Newark, NJ, to oversee the operational delivery of services across various channels, ensuring quality and efficiency while leading the integration of data analytics and AI tools. The ideal candidate will have strong leadership and vendor management experience within customer service operations, with a focus on continuous improvement.

Salary

Base: $114,500.00 to $188,900.00; Bonus/Equity: Yearly bonus potential at every level; Benefits: Medical, dental, vision, life insurance, disability, PTO, 401(k) match up to 4%, company-funded pension, wellness reimbursement up to $1,600/year

Skills & Requirements

Must-have

  • End-to-end service delivery ownership
  • Vendor performance management and SLA oversight
  • Data-driven operational improvement strategies
  • AI and analytics tool implementation
  • Escalation and resolution framework design

Nice-to-have

  • Strong change management and enablement skills
  • Experience with agentic AI capabilities
  • Ability to influence cross-functional partners
  • Participant experience optimization focus

Key Requirements

  • Proven people leadership in complex service operations
  • Strong vendor management and SLA governance experience
  • Working knowledge of AI enabled tools and automation
  • Understanding of governance, risk, and compliance in regulated settings

Work Rights

Not specified

Tailored Resume

Cover Letter