Prudential Ins Co of America

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Director, Process Management (Marketing)



Job Classification:

Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy

The Director of PRT Inforce Service within USB Service will lead multiple customer-facing teams to service all Pension Risk Transfer (PRT) participants throughout their policy lifecycle. This role is responsible for customer-focused, process and tech optimization across both the PRT Contact Centers and Participant Data Maintenance and Participant Research Teams.

This position plays a strategic role in PRT service operations, partnering closely with senior leadership, managing large-scale projects, and driving service excellence to support a rapidly growing business. With the PRT business surpassing its sales goal in 2024, this role is critical in onboarding new participants and contributing to business growth.

The current employee work arrangement for this position may be Fully Virtual or Hybrid aligned with a Prudential office. While this position does not require your on-site presence on a regular basis, depending on business preferences, there may be occasions where you are required to be on-site at a Prudential office.

Key Responsibilities:

  • Lead and optimize end-to-end servicing processes for PRT participants, ensuring seamless execution of inquiries, payments, and policy servicing.
  • Develop and implement process improvements to enhance efficiency and effectiveness, leveraging data-driven insights.
  • Oversee large-scale project teams across multiple functions, ensuring alignment with business goals.
  • Serve as the primary PRT Service operations leader, representing USB Service in external client meetings and employer deal discussions.
  • Build and maintain strong relationships with internal and external stakeholders, including leaders across product lines within USB Service, Product Owners, and leaders in the PRT Business and Retirement Strategies as a whole.
  • Manage service functions tied to a high-growth business, ensuring readiness for increasing sales volume and new market expansions.
  • Lead teams through training and process transformation initiatives, ensuring alignment with business objectives.
  • Drive innovation in service delivery, partnering with technology teams to enhance digital capabilities.

Qualifications:

  • Proven leadership experience in Contact Center operations, with additional operations leadership experience as a plus.
  • Expertise in Retirement Strategies, specifically Pension Risk Transfer, is highly preferred.
  • Strong communicator with the ability to engage leadership and frontline staff in a shared vision.
  • Professional presence in both internal and external client engagements.
  • Detail-oriented mindset, leveraging data to drive insights and process optimization.
  • Demonstrated ability to build strategic partnerships across business units, service operations, and technology teams.

This role offers the opportunity to continue to shape and elevate PRT service operations, directly contributing to business growth and customer satisfaction in a dynamic, high-impact environment.

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What we offer you:

Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $141,100.00 to $191,000.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

  • Market competitive base salaries, with a yearly bonus potential at every level. 

  • Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave. 

  • 401(k) plan with company match (up to 4%). 

  • Company-funded pension plan. 

  • Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs. 

  • Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.  

  • Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.  

  • Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service. 

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.  

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom. 

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. 

If you need an accommodation to complete the application process, please email accommodations.hw@prudential.com. 

 

If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.

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