[Remote] Vice President, Client Experience and Operations

Note: The job is a remote job and is open to candidates in USA. Gallagher Bassett is seeking a strategic and execution-focused leader to join as Vice President, Client Experience and Operations. This role is responsible for owning the client experience and leading core client support functions that enable client delivery, while working closely across business units to ensure a consistent, efficient, and high-quality service experience.

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