Project Manager

Position Overview:

• We are seeking an experienced Senior Project Manager to lead the delivery of a complex, enterprise-scale claims and operations transformation program in partnership with an external vendor.
• This role will be responsible for the end-to-end orchestration of a multi-workstream implementation, ensuring successful execution from discovery and requirements gathering through go-live, operational readiness, and stabilization.
• The successful candidate will thrive in a vendor-led delivery environment and bring strong execution leadership, structured governance, stakeholder management, and program delivery expertise.
• This is a hands-on role requiring a proven ability to manage multiple concurrent workstreams across operations, technology, customer communications, and vendor teams.

Key Responsibilities:

End-to-End Program Delivery

• Lead and coordinate multiple concurrent workstreams, including:
• Discovery and requirements definition
• Customer and marketing communications
• System configuration and development
• Claims operations and assistance model implementation
• Production readiness and go-live activities
• Develop and maintain an integrated program delivery plan with clear milestones, dependencies, timelines, and deliverables.
• Ensure alignment across business, technology, operations, and vendor teams.

Vendor Management & Accountability:

• Serve as the primary day-to-day liaison with the external vendor.
• Manage vendor performance against agreed scope, deliverables, timelines, and milestones.
• Translate contractual commitments and Statements of Work (SOWs) into actionable execution plans.
• Identify, manage, and escalate delivery risks, issues, and performance gaps.
• Foster strong collaboration between internal stakeholders and vendor teams.

Program Governance & Execution:

• Establish and maintain governance frameworks to support disciplined program execution.
• Track cross-functional dependencies, risks, issues, and decisions.
• Facilitate weekly governance meetings, status reviews, and milestone tracking.
• Provide transparency into delivery progress, risks, and mitigation plans.
• Drive effective escalation management and resolution of critical issues.

Operational Readiness & Go-Live Planning:

• Oversee operational readiness activities, including:
• Claims handling process design and implementation
• SOP development and documentation
• Training plans and readiness assessments
• Job aids and support models
• Ensure alignment between operational processes and system capabilities.
• Lead go/no-go assessments and production launch activities.
• Support post-launch stabilization and operational transition.

Executive Reporting & Stakeholder Management:

• Prepare executive-level presentations, dashboards, and status reports.
• Provide proactive insights into delivery risks, dependencies, and readiness.
• Support governance forums and leadership decision-making.
• Build and maintain strong relationships across operations, technology, customer experience, and leadership teams.
• Drive stakeholder alignment and consensus in a complex delivery environment.

Required Qualifications:

• Bachelor’s degree in Business, Technology, Engineering, or a related field.
• PMP certification or equivalent project/program management certification
• 9+ years of project and/or program management experience.
• Proven experience delivering complex, multi-workstream programs from initiation through go-live and stabilization.
• Demonstrated success managing third-party vendors within vendor-led delivery models.

Strong experience in:

• Program governance
• Risk and issue management
• Dependency tracking
• Executive reporting
• Cross-functional stakeholder management
• Experience leading initiatives involving operations, technology, and customer communication functions.

Preferred Qualifications:

• Experience within insurance, claims, assistance, or financial services environments.
• Experience supporting claims operations setup, transformation, or outsourcing initiatives.
• Exposure to case management or assistance operations.
• Knowledge of customer communication platforms, including:
• Telephony solution
• Digital communication channels
• Chatbot and customer engagement technologies
• Consulting experience with a Big 4 or equivalent consulting organization.
• Experience supporting large-scale transformation programs.

Key Competencies:

• Strong execution and delivery focus.
• Excellent leadership and team coordination skills.
• Exceptional stakeholder management and executive communication abilities.
• Strong vendor management and negotiation capabilities.
• Ability to manage ambiguity, complexity, and evolving priorities.
• Strategic thinker with a hands-on approach to execution.
• Strong problem-solving and decision-making skills.

Success Measures:

Success in this role will be measured by:

• Delivery of program milestones on schedule across all workstreams.
• Vendor performance against agreed scope, timelines, and deliverables.
• Successful implementation of claims and operational capabilities.
• Organizational readiness for go-live, including systems, processes, and operations.
• Quality, clarity, and effectiveness of executive reporting.
• Strong stakeholder alignment and decision-making support.
• Successful stabilization following production launch.

Why Join This Opportunity?

• Lead a high-impact enterprise transformation initiative.
• Own end-to-end delivery across business, operations, technology, and vendor teams.
• Work directly with senior executive stakeholders.
• Influence customer experience and operational strategy.
• Play a critical role in shaping future-state claims and operations capabilities.
• Gain exposure to complex, large-scale transformation and implementation programs.