AVP, CX Capabilities & Operations Enablement

Job Posting End Date: November 22

When you join the team at Unum, you become part of an organization committed to helping you thrive.

Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide: 

• Award-winning culture 

• Inclusion and diversity as a priority 

• Performance Based Incentive Plans

• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability 

• Generous PTO (including paid time to volunteer!) 

• Up to 9.5% 401(k) employer contribution 

• Mental health support 

• Career advancement opportunities 

• Student loan repayment options 

• Tuition reimbursement

• Flexible work environments 

*All the benefits listed above are subject to the terms of their individual Plans.

And that’s just the beginning…  

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today! 

General Summary:

The AVP, Capabilities and Operations Enablement leads the integration, advancement and optimization of capabilities, technology, processes and ways of working across the CXO organization and is accountable for translating these capabilities into measurable business outcomes, including growth and persistency. A strong people and change leader, the AVP builds and develops high-performing teams, drives adoption and sustained change, and fosters an agile environment that continuously evolves how work gets done as business needs and technology change.
This leader brings together capability advancement, process excellence and operating discipline to create a connected and effective system across marketing and customer experience. The AVP anticipates and leverages emerging technologies, including AI and automation, and advances the CXO technology ecosystem to improve organizational effectiveness, accelerate adoption and deliver business and customer outcomes.

Duties & Responsibilities

• Develop and govern an integrated, multi-year roadmap for CX capabilities, technology and operations, aligned to business priorities and enterprise strategy, with clear measures of adoption, effectiveness and value delivered.
• Advance and optimize the CX technology ecosystem, including digital properties, marketing automation, CMS platforms, CRM integrations, analytics and AI-enabled capabilities, to improve integration, scalability, utilization and business value. Partner with IT and enterprise functions to clarify ownership and avoid duplication.
• Anticipate, evaluate and responsibly leverage emerging technologies, including AI, automation and personalization capabilities, to evolve how work gets done, accelerate productivity and create measurable business and customer value.
• Design and continuously evolve operating frameworks, agile practices, planning rhythms and process standards that improve prioritization, speed, transparency, accountability and cross-functional execution. Lead process engineering as a catalyst for continuous improvement and organizational change.
• Lead the change and adoption required to translate new capabilities, technologies and processes into sustained organizational performance, including role clarity, communications, training, support models and integration into daily workflows.
• Create an integrated system across marketing, customer experience, sales enablement, analytics and technology, establishing clear governance, decision rights, standards and boundaries that enable effective data and capability integration while maintaining appropriate enterprise alignment.
• Build, develop and lead high-performing capability and process teams, fostering a culture of accountability, experimentation, adaptability, collaboration and continuous learning, while developing the skills needed to support evolving business and technology needs.
• May perform other duties as required.

Job Requirements

• Bachelor’s degree required; MBA preferred
• Minimum 10 years of experience leading customer experience, marketing operations, digital capabilities, agile delivery, or process management functions, with demonstrated success managing people, operations, and cross-functional execution.
• Deep understanding of the marketing and CX technology landscape, including CRM, CMS, marketing automation, email marketing tools, and digital advertising technologies
• Familiarity with agile methodologies and experience embedding agile practices in business teams
• Strong operations management experience, including planning, prioritization, governance, resource coordination, workflow optimization, performance tracking, and continuous improvement across teams.
• Proven ability to lead, coach, and develop high-performing teams, with a strong people-first leadership style that builds clarity, accountability, trust, engagement, and professional growth.
• Intuitive understanding of how technology, software, and platforms can propel a new generation of Customer Experience and Marketing
• Proven track record of delivering business-focused results through partnerships with the DTO organization
• Deep knowledge of all aspects of CXO and Marketing: platforms, vendors, measurement, content creation, media, technology, UX, etc.
• Strategic as well as pragmatic, with an ability to generate trust, influence, effectively communicate with, and build alliances across business functional lines and within own organization
• Excellent presentation skills for audiences of all sizes and compositions
• Effectively synthesizes relevant information on key milestones, success criteria, and risks
• Experience with people change programs and information technology; leading cultural change through technology solutions
• Excellent leadership and staff management skills, with emphasis on people and team development

~IN1

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Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$114,100.00-$215,700.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.  All benefits are subject to the terms and conditions of individual Plans.

Company:

Unum