Vice President, Client Experience & Operations at Gallagher | Remote Operations Job

Vice President, Client Experience & Operations at Gallagher

United States

<strong class="jdheader">Introduction</strong><br><br><div class="ewa-rteLine"><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. </span><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. </span><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">We’re a team of fast-paced fixers, empathetic experts, </span><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. </span><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose. </span></div> <br><strong class="jdheader">Overview</strong><br><br><p style="margin: 0px;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif; color: black;">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. The position sits at the intersection of strategy and execution, and entails leading initiatives that improve performance, strengthen client outcomes, and ensure the organization operates efficiently at scale.</span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">This is a remote position with at least 15% travel. </span></p> <br><strong class="jdheader">How you'll make an impact</strong><br><br><ul><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">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.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">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.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">Work with Sales, Client Services, and segment leaders to align on priorities and service expectations, and drive service excellence.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">Own the client delivery operating model (roles, handoffs, SLAs, governance) and drive improvements and efficiencies as the business evolves.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">Define and track operational and client KPIs; use data to manage performance and support decisions on staffing, process changes, and investments.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">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.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">Build working relationships across Sales, Client Services, Operations, IT, and Finance to ensure alignment, accountability, and coordinated delivery. </span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">Provide leadership through ongoing coaching, mentorship, and talent development, strengthening team capability and supporting long-term organizational needs.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif; color: black;">Foster a high-performing environment that values collaboration, accountability, and inclusion, while promoting diverse perspectives and continuous improvement across teams.</span></li></ul> <br><strong class="jdheader">About You</strong><br><br><p style="margin-bottom: 6.75pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Required:</strong></span></p><ul style="margin-top: 0in;"><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">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.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Experience leading teams and delivering results in a cross-functional, matrixed environment.</span></li><li><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;">Comfortable using metrics to manage performance (e.g., service levels, cycle time, quality) and to prioritize improvements.</span></li></ul><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Preferred:</strong></span></p><div><ul><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience in management consulting, internal consulting, Chief of Staff, operations leadership, process improvement, operational excellence, or client experience leadership.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience evaluating operating models, identifying opportunities for improvement, and leading transformation initiatives across multiple functions.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience owning or improving the end-to-end client or customer experience, including onboarding, implementation, service delivery, retention, or account management.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Insurance, claims, or risk management, is helpful but not required. </span></li></ul></div><p style="margin: 0px;"><span style="font-size: 10pt;"><strong><span style="font-family: Arial, sans-serif;">Skills: </span></strong></span></p><ul><li><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Strategic Thinking:</span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Ability to think strategically and connect operational priorities to broader business and client experience goals. Proficiency with setting the agenda and goals and driving execution.</span></li><li><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Analytical Problem Solving:</span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Strong analytical skills with the ability to evaluate complex situations, identify root causes, and drive solutions</span></li><li><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Process Design and Improvement:</span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Experience improving and streamlining processes to drive efficiency, consistency, and service excellence</span></li><li><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Cross-Functional Collaboration:</span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Proven ability to work effectively across teams and stakeholders, building alignment and driving execution</span></li><li><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Communication:</span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Ability to develop and deliver executive level updates and build consensus across the organization</span></li></ul><p style="margin: 0px;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">#LI-TJ1</span></p> <br><strong class="jdheader">Compensation and benefits</strong><br><br><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, <a href="https://jobs.ajg.com/gallagher-benefits-global/gallagher-benefits-us" target="_blank" rel="noopener">visit our Benefits page</a>.</span></p><ul><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Competitive compensation</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Comprehensive benefits programs designed to support your well-being </span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Career development opportunities and ongoing learning </span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">A collaborative, people-first culture with accessible leadership </span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">The opportunity to do meaningful work with global reach and local impact </span></li></ul><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>At Gallagher, we are dedicated to building an inclusive and authentic workplace. </strong>If your past experience doesn’t align perfectly, we encourage you to join our <a href="https://jobs.ajg.com/talent/talentcommunity/form" target="_blank" rel="noopener">Talent Community</a> to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.</span></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><em>Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)</em></span></p>

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Remote Opportunity

Vice President, Client Experience & Operations

Join Gallagher as a staff professional working remotely from United States. Explore the role, benefits, and apply in one place.

Vice President, Client Experience & Operations

Full Time

3 months ago

Introduction At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose.

United States

Staff

Strategic Thinking

Analytical problem solving

Process Design

+5 more

Job Description

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

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. The position sits at the intersection of strategy and execution, and entails leading initiatives that improve performance, strengthen client outcomes, and ensure the organization operates efficiently at scale.

This is a remote position with at least 15% travel.

How you'll make an impact

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.

About You

Required:

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.

Preferred:

Experience in management consulting, internal consulting, Chief of Staff, operations leadership, process improvement, operational excellence, or client experience leadership.
Experience evaluating operating models, identifying opportunities for improvement, and leading transformation initiatives across multiple functions.
Experience owning or improving the end-to-end client or customer experience, including onboarding, implementation, service delivery, retention, or account management.
Insurance, claims, or risk management, is helpful but not required.

Skills:

Strategic Thinking: Ability to think strategically and connect operational priorities to broader business and client experience goals. Proficiency with setting the agenda and goals and driving execution.
Analytical Problem Solving: Strong analytical skills with the ability to evaluate complex situations, identify root causes, and drive solutions
Process Design and Improvement: Experience improving and streamlining processes to drive efficiency, consistency, and service excellence
Cross-Functional Collaboration: Proven ability to work effectively across teams and stakeholders, building alignment and driving execution
Communication: Ability to develop and deliver executive level updates and build consensus across the organization

#LI-TJ1

Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

Competitive compensation
Comprehensive benefits programs designed to support your well-being
Career development opportunities and ongoing learning
A collaborative, people-first culture with accessible leadership
The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)

Skills

Strategic Thinking

Analytical problem solving

Process Design

Process Improvement

Cross-functional Collaboration

Executive Communication

Client Experience Management

Operational Excellence

Ready to Apply?

Join Gallagher today

Posted 3 months ago

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