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Client & Program Implementation Manager

  • Anytown
  • R-94448
  • Projects Staff
  • Full Time
  • Added

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Responsible for driving successful, on-time program and product initiatives for Home Solutions. Partner with internal and external stakeholders including (but not limited to) Business Development, Aftermarket, Account Management, Product Development and Sales/Solution engineers.  Drive successful and on-time delivery of programs supporting all of Home Solutions’ new business. 

Key Responsibilities:

  • Lead large scale, strategic and ongoing client & product program implementations, enhancements, new sale set up, program changes, program management & client/system migrations.
  • Manage client & product processes and re-designs to ensure alignment by all client & product teams, leaders, product owners, and constituents.
  • Subject matter expertise in all relevant Assurant products and systems to ensure good thought-leadership in internal and external design planning.
  • Join client and vendor business reviews and weekly meetings as needed to ensure strong communication to external stakeholders on all new initiatives.
  • Provide direction and ongoing communications to the cross functional teams responsible new project implementations and prioritization to develop plans and processes to accomplish internal and external business opportunities.
  • Primary contact point for Stakeholders & Client Representatives if needed to communicate directly with the client.
  • Manage the requirements and scope, effectively overseeing all aspects of new initiatives throughout the project lifecycle (i.e. goal definition, business case, project planning, project execution, project completion).
  • Coordinate and lead cross-functional support teams e.g. Customer Care, Customer Experience (CX), User Experience (UX), Claims Operations, Legal, Privacy, Risk & Compliance, Client Marketing, Marketing Database Provider, Digital, IT, Enterprise technology, PMO, etc. to ensure successful launches and all required and expected tasks and actions are completed on time.
  • Drive new implementation adherence to governmental and company compliance practices.
  • Regularly communicate project information and status to cross-functional teams, stakeholders, and leadership by creating and distributing project status reports, dashboards, KPI, participate on business boards/councils as needed to report out on assigned projects/portfolio, follow-up on project meeting action items.
  • Identify, escalate, document & drive resolution project risks when needed to ensure program delivery.
  • Develop, maintain, and adhere to defined project/process/product methodologies and manage project documentation (ex. IT work requests, minutes, charter, vision, org charts, action logs, risk/issue logs, status reports).
  • Establish a transition plan to necessary support teams post-launch (account executive, operations, IT)
  • Ensure client program requirements are met and services are delivered.
  • Assist in meeting operational, financial and client goals expected by program.
  • Support process re-engineering, operational tool utilization & data analytics.
  • Ensure client program requirements are met and services are delivered.
  • Assist in meeting operational, financial and client goals expected by program.
  • Support process re-engineering, operational tool utilization & data analytics.

Required skills/experience:

  • Bachelors’ Degree or above.
  • 3-5 years of program management and product operations business experience.
  • Strong understanding of product and client requirements.
  • Problem solving ability, adapt to shifting priorities & align activities/priorities to meet organizational goals.
  • Professional business judgment and strong collaborative style.
  • Experience managing and motivating remote workforce; provide direction and coaching to ensure success and employee’s needs.
  • Ability to process complex time sensitive data and information from multiple sources, make quick but educated decisions based on data, and to effectively communicate the related actions to a broad audience driving decisions needed to move forward.
  • Good interpersonal skills—especially working with cross-functional teams— and the ability to present a professional image.
  • Good organizational skills and the ability to multi-task.
  • Self-motivation to work independently and ability to prioritize, organize and lead as part of a project team to complete multiple tasks.
  • Experience in communicating with management and teams at all levels.
  • Ability to respond effectively to clients, employees and management and handle sensitive and/or confidential communications.
  • Experience implementing large scale product launches and/or client programs which require intense cross functional collaboration.
  • Requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information.
  • Ability to develop and execute longer-range project plans and schedules to complete complex projects or new solution/product development.
  • Attention to detail, follow-up skills, strong collaboration style and business judgment
  • Fluency in Microsoft Office, including Teams, Word, Excel, PowerPoint and Project.
  • Ability to travel at least 20%.
  • Extensive experience working in an Agile development environment preferred.
  • Knowledge and experience in extended service contracts, and/or the service industry a plus.
  • Extensive understanding industry and emerging trends desired.
  • Bilingual - Spanish/English or other language a plus.
  • This is a remote position.

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