AVP, Operations Modernization & Workforce Transformation

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. Please Note: This position is open to working remotely in the United States.

Job Description

Summary The Associate Vice President, Operations Modernization & Workforce Transformation plays a critical role in advancing Personal Lines Operations by leading workforce transformation, global sourcing strategy, and AI enabled workflow automation. This leader shapes how work is delivered across PL Operations—balancing onshore, near shore, offshore and digital execution —while partnering with enterprise teams and operational leaders to accelerate digital adoption, enhance efficiency, and strengthen customer and associate experiences. Through evaluation of modernization opportunities including AI and automation, serving as the voice of PL Operations, and aligning with global delivery partners, the AVP contributes to building future forward future ready capabilities for PL Operations. This leader drives operational readiness, reinforces digitally enabled and globally integrated ways of working, and ensures that transformation efforts are executed with consistency, transparency, strong vendor governance, and measurable business impact.

Job Description

Key Responsibilities:

• Support strategic and forward-facing work by development and refinement of the AI, automation, and digital transformation roadmap for Personal Lines Operations by translating strategy into actionable plans and operational practices.
• Drive workflow innovation by integrating AI tools and intelligent automation into operational practices.
• Partners with business and enterprise teams to evaluate and prioritize AI and automation use cases, conducting feasibility assessments and prioritization, and supporting resource alignment.
• Lead change management, adoption, and performance of digital workflows and AI solutions, monitoring rollout progress, value realization, and user experience.
• Support workforce transformation, helping strengthen digital capabilities, AI literacy, and new ways of working across PL Operations.
• Assist in change leadership activities, including communications, training coordination, stakeholder engagement, and reinforcing adoption of new tools.
• Support day-to-day execution and optimization of the global delivery strategy, aligning with partners to ensure performance, service quality, and operational readiness.
• Monitor global delivery partner performance and identify future forward opportunities for improvement, escalating issues and supporting remediation efforts as needed.
• Collaborate with enterprise risk, data, and analytics teams to strengthen AI governance, standards, and model monitoring, while leveraging predictive analytics to enhance forecasting, decision making, and operational efficiency.
• Promote continuous improvement and innovation, identifying opportunities to simplify workflows, enhance productivity, and scale emerging digital capabilities.
• Serve as the Voice of the Business for PL Operations to inform AI and automation prioritization and strategic decision‑making
• Build and strengthen strategic vendor and partner relationships to advance modernization initiatives and leverage vendor innovation to enhance delivery quality and operational performance.

May perform other responsibilities as assigned. Reporting Relationships: Reports to VP. Leads 3+ direct reports with indirect reports Typical Skills and Experiences: Education: Bachelor’s degree or post-secondary studies degree strongly preferred. Relevant professional designations or claims-specific certifications are highly desirable. Experience: 10 or more years of experience delivering enterprise automation and AI initiatives, leading cross-functional digital transformation, collaborating with global partners, and supporting talent and operating model evolution. 5+ years in leadership capacity at an executive level. Knowledge, Abilities and Skills: Technical & Functional Knowledge

• Understanding of AI/ML concepts, automation technologies, and agentic AI systems.
• Familiarity with workflow tools, process automation platforms, and digital operations suites.
• Strong grasp of

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