Client and Implementation Program Manager

Responsible for driving successful, on-time program and product initiatives for top clients in Retail Solutions. Partner with internal and external stakeholders including (but not limited to) Account Management, Product Owners and IT stakeholders to drive successful and on-time delivery of programs supporting new business programs and initiatives.

What will be my duties and responsibilities in this job?

• 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.
• Provide direction and ongoing communications to the cross functional teams responsible for both system break/fix as well as new project implementation and prioritization to develop plans and processes to correct, facilitate resolutions and build control plans to ensure sustainable results
• Primary contact point for Stakeholders & Client Representatives if needed to communicate directly with the client.
• Manages the project requirements and scope, effectively controlling all aspects of the project 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)
• 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.

What are the requirements needed for this position?

• BS/BA Degree
• 5+ years of program management, account management and product operations business experience.
• Project Management experience; PMP a plus.
• 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