Operations Execution Project Manager

Job Summary

Manages the execution and change management of large, high-level, complex operations projects and core operational activities affecting employees, customers and agents. Leads and facilitates multiple large cross-functional teams in the implementation of business solutions aligning with the enterprise strategy. Performs project management and develops analytics to identify trends and make recommendations impacting changes in technology, operating procedures, and improved results. Collaborates with leadership and key stakeholders across the enterprise to build effective relationships and support the delivery of initiatives within the portfolio.

Essential Job Functions

In this role, the incumbent will act on behalf of Direct Sales as a project manager, leading the coordination and execution of initiatives tied to sales growth, policies in force goals and will work directly with internal and external partners to progress initiatives to a successful conclusion.  The expectation is that this person will work with knowledge of specific policy and/or premium expectations tied to each initiative, and report updates on both the initiative progress and where the business stands related to sales expectations from those initiatives, on a regular basis.

• Analyzes business processes, workflows and systems to identify areas for improvement and optimization.  Researches, develops, designs and recommends innovative solutions to enhance efficiency, reduce costs, and improve service delivery.  Measures the performance of implemented solutions to ensure effectiveness and refine strategies through advanced analysis  and ongoing adjustment.  Acts as a business optimization consultant to lead or contribute to assigned initiatives.

• Initiate, research, evaluate, recommend and execute high-level complex projects and core operational activities to support Service Operations strategy, people, process, and technology initiatives. Leads project and supports the execution of large cross-functional enterprise strategic projects in collaboration with other enterprise teams.

• Applies advanced knowledge of business drivers to identify potential issues or risks associated with proposed changes by analyzing and predicting the impact on existing processes, workflows, systems and stakeholders.  Develops and recommends mitigation strategies to address them.  Evaluates the effectiveness of new or updated processes through pilot programs, impact analyses and metrics.  Assists in defining strategies to improve business optimization functions within the department and across the organization.

Job Functions Cont.

• Lead and present analysis reviews including trend monitoring and provides sound business solutions. Develops and delivers presentations and communications supporting the execution of change management. Collaborates with key stakeholders and generates key insights influencing business decisions and solutions.
• Takes ownership for resolving and mitigating issues. Identifies opportunities and risks associated with changes in internal and external environment by developing and implementing short term and long term operational plans. Makes sound recommendations based on research of new technologies, techniques and tools to support and/or drive improvements within Service Operations. Provides guidance, mentorship and coaching to Operations Execution Analysts I and II. Performs other duties as assigned.
• Manages vendor relationships with existing vendors to ensure service level agreements are met, address vendor related inquiries, troubleshoot and resolve technical issues, support product changes, or contribute roadmap development.  Performs outreach to new vendors within prescribed authority limits.  Utilizes robust decision-making frameworks to evaluate new technology and vendor offerings against business requirements.  Collaborates with stakeholders to determine the business impact of possible changes and new technologies.

Physical Actions

This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Physical Environment

This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.

Education Requirements

High School Diploma or equivalent. Bachelors degree preferred. 

Experience Requirements

Service Operations or comparable call center experience. Strong demonstrated analytics experience including the evaluation of contact center data, metrics and reporting. Experience communicating, presenting, and delivering business proposals to executive level leadership.

Additional Qualification

• Demonstrated analytical skills.
• Demonstrated problem solving skills.
• Demonstrated written communication skills.
• Develops and delivers effective presentations.
• Demonstrates a high commitment to quality.
• Ability to simultaneously handle multiple priorities.
• Ability to drive multiple projects to successful completion.
• Effectively coaches and delivers constructive feedback. 
• Pmp certification preferred