This Manager, IT Delivery role sits within the Workplace Service ReImagined Program, dedicated to modernizing and transforming the Participant Call Center for the Full-Service Recordkeeping business. Leveraging both in-house and third-party AI-driven platforms, this team focuses on streamlining participant interactions and empowering call center and live chat agents with advanced tools to enhance effectiveness, improve satisfaction, and drive operational efficiency. This leader will oversee a US-based technology crew and collaborate closely with US and Hyderabad teams, consulting and vendor partners, CDAO, and Service ReImagined business product owners. This is a highly visible opportunity for an engaged leader to drive AI-powered business outcomes while leading mature, high-performing product teams in a dynamic and collaborative environment.

Responsibilities:

• Lead end-to-end delivery of AI-driven technology solutions aligned to Workplace Service ReImagined program objectives
• Manage and develop a high-performing US-based technology team while coordinating across global teams and external partners
• Drive stakeholder engagement with senior leadership, product owners, CDAO, and vendor partners to align priorities and outcomes
• Oversee program execution, ensuring delivery of measurable business outcomes tied to call center modernization
• Manage program resources, including capacity planning, staffing adjustments, and team effectiveness
• Own budget oversight, including maintaining 2026 funding and supporting planning efforts for 2027 budget needs
• Facilitate clear and consistent communication through updates, reporting, and leadership presentations
• Adapt to shifting priorities and evolving program demands while maintaining delivery momentum
• Partner with business and product teams to align on strategy, roadmap, and execution priorities
• Foster a collaborative, inclusive, and high-performing team environment focused on continuous improvement

Education & Experience:

• Minimum of eight years related work experience, with at least five years of project management experience
• Undergraduate degree or equivalent combination of training and experience; graduate degree preferred
• Experience leading complex technology delivery programs, preferably within financial services or call center environments
• Proven ability to manage cross-functional teams, including global and vendor resources
• Strong program and project management skills with the ability to manage multiple priorities simultaneously
• Experience managing budgets, resources, and delivery timelines
• Familiarity with AI-driven platforms, digital transformation, or customer experience technologies preferred
• Strong communication and stakeholder management skills, with experience engaging senior leadership
• Demonstrated adaptability and problem-solving in fast-paced, dynamic environments

Special Factors:

• No sponsorship or relocation assistance available
• Minimal travel as needed based on business priorities
• For questions about this role, please reach out to Janerra Ward

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.