Manager, Participant Services

Job description

Job Classification: Corporate - People Team At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you’ll unlock a motivating and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions! The Manager, Participant Services is the primary operational lead accountable for end to end service delivery across the Call Center, Resolution Center, and Claims & Appeals Management (CAM) vendors. This role ensures day to day service performance, escalation management, and vendor outcomes, using data to improve quality, reduce repeat contacts, and identify work appropriate for transition to the Concierge Team. The role also leads the implementation and scaling of data, analytics, and agentic AI capabilities—both agent assist and action taking—to improve efficiency, consistency, and participant experience, while ensuring solutions are well governed and operationally embedded. This position follows a preferred hybrid work arrangement, requiring regular on‑site presence in our Newark, NJ office on a recurring basis as determined by business needs. The manager will provide additio...