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.