[Remote] Vice President, Client Experience and Operations

Note: The job is a remote job and is open to candidates in USA. Gallagher Bassett is a company dedicated to helping clients navigate complexity and support recovery. They are seeking a Vice President, Client Experience and Operations to lead client support functions and enhance the overall client experience, ensuring efficient and high-quality service delivery across business units.

Responsibilities

• Lead client support functions, including new business implementation and onboarding, client set-up, and ongoing support teams; set priorities, capacity plans, and service levels and quality standards
• Own and drive the overall client experience journey; review current processes and internal workflows; identify the main sources of delay, rework, and service variation; implement fixes
• Work with Sales, Client Services, and segment leaders to align on priorities and service expectations, and drive service excellence
• Own the client delivery operating model (roles, handoffs, SLAs, governance) and drive improvements and efficiencies as the business evolves
• Define and track operational and client KPIs; use data to manage performance and support decisions on staffing, process changes, and investments
• Prepare monthly business segment performance reports and facilitate business reviews that result in clear decisions and actions; support business segments with achieving sales, client retention, and profitability goals
• Build working relationships across Sales, Client Services, Operations, IT, and Finance to ensure alignment, accountability, and coordinated delivery
• Provide leadership through ongoing coaching, mentorship, and talent development, strengthening team capability and supporting long-term organizational needs
• Foster a high-performing environment that values collaboration, accountability, and inclusion, while promoting diverse perspectives and continuous improvement across teams

Skills

• Bachelor's degree and 10+ years of experience in consulting, operations, or transformation roles, with end-to-end ownership of workstreams from diagnosis through implementation
• Experience leading teams and delivering results in a cross-functional, matrixed environment
• Comfortable using metrics to manage performance (e.g., service levels, cycle time, quality) and to prioritize improvements
• Experience in a Chief of Staff, operations support, process improvement, or client/customer experience role
• Insurance or claims experience is helpful but not required

Benefits

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave
• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program

Company Overview