Vanguard

Compensation

Full Description

We are seeking a dynamic Service Innovation Program Manager to drive our Workplace Solutions “big bet” initiatives related to service channel expansion, contact center technology modernization, operations automation, and AI integration. You will play a critical role in shaping the future of service delivery and bringing our AI agenda to life, coordinating large multi-functional teams and collaborating across product families (e.g., Operations, Contact Center, Participant / B2C Digital Experience, Plan Sponsor / B2B Experience, and Technology). Core Responsibilities Lead Projects & Workstreams: Manage projects or workstreams within larger programs, developing and monitoring plans, deliverables, and milestones Strategic Insight: Apply best practices and lessons learned to overcome obstacles and align strategies with department goals Stakeholder Communication: Provide regular updates on status, risks, and issues to leaders, team members, and senior managers Relationship Building: Foster strong partnerships across internal and external stakeholders, influencing decisions and driving alignment Risk Management: Identify, mitigate, and resolve project risks and issues, ensuring timely solutions and stakeholder buy-in Critical Skills Familiarity with contact center and/or back office operations Understanding of B2B (plan sponsor, consultant) and/or B2C (participant) experiences Strong stakeholder management across functions and lines of business Program management and executive communication to coordinate delivery across workstreams and report on progress Preferred Knowledge & Qualifications Data insights & visualization to communicate outcomes effectively Analytics-driven judgment for identifying and prioritizing opportunities Interest and experience in applying advanced technologies, including AI Financial Services or function-specific experience a plus Minimum 3 years of related experience, with 2 years managing projects preferred Undergraduate degree or equivalent combination of training and experience Special Factors Sponsorship Vanguard is not offering visa sponsorship for this position. About Vanguard At Vanguard, we don't just have a mission—we're on a mission. To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best. How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience. Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests. This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy to read more information and learn how to change your preferences.