AVP IT Delivery, Claims & Ops IT

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

The AVP of IT Delivery for Claims & Operations IT is a senior leadership role accountable for driving strategic technology execution, enabling business transformation, and ensuring seamless, end‑to‑end delivery across the Claims & Operations value streams. This leader aligns technology strategy with business objectives, oversees a large multi‑year investment portfolio, and ensures high‑quality, compliant, and customer‑centric outcomes.

This role partners closely with business executives, transformation leaders, platform owners, engineering teams, and customer experience (CX) transformation functions to build modern, intuitive, and frictionless experiences. The position requires a strong technology delivery background, deep Agile and Lean Portfolio Management expertise, and the ability to influence at the highest levels.

This role can have a Hybrid or Remote work schedule.  Candidates who live near one of our office locations will have the expectation of working in an office 3 days a week (Tuesday through Thursday)  Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise. Must be eligible to work in the US without company sponsorship.

Key Responsibilities

Strategic Leadership & Execution

• Lead end‑to‑end technology delivery for Claims & Operations IT, ensuring execution of the strategic transformation roadmap.
• Translate business strategy and enterprise priorities into actionable plans, engineering backlogs, and multi‑year roadmaps.
• Oversee and continuously optimize the Claims & Operations IT investment portfolio (~$130M), ensuring value realization, ROI delivery, and strategic alignment.
• Drive unified customer experience outcomes by coordinating efforts across Claims, Operations, Service, and CX transformation teams.

Portfolio, Governance, & Financial Management

• Own Lean Portfolio Management (LPM) processes, governance routines, and agile operating mechanisms.
• Manage portfolio financials, investment mix decisions, forecasting, risk mitigation, and resource capacity planning.
• Conduct portfolio reviews with Finance, IT, and business leaders; link KPIs and OKRs to strategy and delivery outcomes.
• Govern compliance with NFRs including Audit, SOX, Regulatory, Disaster Recovery, and Information Protection.

Technology Delivery & Engineering Excellence

• Lead and mature engineering practices across teams, including DevOps automation, CI/CD pipelines, platform engineering, and quality engineering.
• Oversee product development, solution design collaborations, and end‑to‑end delivery ownership across value streams.
• Partner with platform leaders (e.g., Guidewire, AWS Connect, BPM/RPA platforms) to deliver scalable, modern, and automated experiences.
• Support digital transformation initiatives including cloud modernization, AI/GenAI adoption, automation, and advanced analytics.

Customer Experience Transformation Partnership

(from CX Transformation deck integration)

• Integrate CX transformation principles—journey mapping, experience design, automation, conversational AI—into Claims & Operations IT delivery.
• Ensure technology systems contribute to effortless, omnichannel customer journeys (“one customer, one conversation, any channel”).
• Partner with CX Transformation leaders to execute holistic, cross‑functional experience improvements that reduce friction and increase customer loyalty.

Agile Leadership & Change Management

• Govern the Agile Maturity Roadmap, enabling scaled agile (SAFe) operating models, chapters, and platform teams.
• Manage cross‑value‑stream prioritization, change adoption, and alignment with transformation goals.
• Lead change management efforts to ensure effective communication, adoption, and cultural alignment across the organization.

Stakeholder, Vendor, & Team Leadership

• Build, mentor, and grow high‑performing delivery, engineering, and portfolio management teams.
• Serve as a trusted advisor to senior leaders, influence across matrixed organizations including Claims, Operations, and Shared Services.
• Manage vendor relationships across onshore/offshore models, ensuring accountability, cost optimization, and delivery excellence.

Qualifications

• 12–15+ years of progressive technology leadership experience in complex, matrixed organizations.
• Demonstrated success leading large‑scale technology programs, portfolios, or transformation initiatives.
• Deep experience with Agile delivery, SAFe frameworks, and Lean Portfolio Management (LPM certification preferred).
• Effective communication, senior‑level influencing ability, and experience engaging executive stakeholders.
• Prior engineering experience and familiarity with modern SDLC, cloud architecture, and automation platforms.
• Strong business and financial acumen, with experience aligning technology delivery to measurable business outcomes.
• Experience in Claims, Operations, or Insurance domain preferred; global environment exposure a plus.
• Bachelor’s degree in computer science or related field; master’s degree preferred.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age