Manager, Program Management

American Bankers Insurance Company of Florida•Lewisville, TX

About The Position

Serve as the primary operational and strategic liaison among the client, Account Team, and operational units, including Device Care Centers (DCCs). Lead day-to-day coordination of Device Lifecycle Management operations and other assigned initiatives, monitor KPIs and SLAs, deliver project management and revenue or growth initiatives, mitigate operational risks, and provide business intelligence, reporting, and continuous-improvement recommendations to support client and business outcomes. Coordinate multiple client initiatives and workstreams, align priorities, translate client needs into operational plans, and track goals, timelines, and deliverables. Support client-facing business reviews, performance updates, and operational readouts; maintain relationships with account stakeholders, DCC operational leadership, and cross-functional partners. Monitor operational and financial performance across device lifecycle and reverse logistics programs, partnering with account, operations, finance, and supply chain teams to optimize recovery value, profitability, and client outcomes. Manage program-level escalations, cross-project risks, dependencies, and issue-resolution pathways. Identify process inefficiencies, support process re-engineering, streamline workflows, and contribute to operational best practices. The role leads coordinated execution across client initiatives, monitors performance against objectives, and develops mitigation and contingency plans to minimize disruption.

Requirements

Bachelor’s degree in Business, Operations, Project or Program Management, or a related field, or equivalent experience.
Demonstrated experience in client relations, account management, program leadership, operations, data analytics, and device lifecycle management.
Working knowledge of supply chain operations for mobile devices and other electronics, including reverse logistics.
Working knowledge of client financial arrangements and contract terms, account-level financial performance, billing, and reporting.
Strong leadership, influencing, stakeholder management, and cross-functional coordination capabilities.
Excellent written and verbal communication, presentation, executive-level reporting, meeting facilitation, and follow-through skills.
Ability to manage complex, multi-workstream programs in a highly matrixed environment.
Strong analytical, problem-solving, strategic thinking, organizational, and continuous-improvement skills.
Ability to connect operational performance and cost drivers to client financial outcomes.
Proficiency with data analytics and reporting tools such as Excel, SQL, or Power BI.
Executive presence and ability to build trust, influence decisions, and communicate effectively in client-facing environments.
Ability to prioritize and multitask while balancing long-term strategy with practical execution.

Nice To Haves

5+ years of experience managing multiple, interrelated projects concurrently is preferred.

Responsibilities

Serve as the day-to-day point of contact for Account Executive stakeholders and maintain relationships with DCC operational leadership and cross-functional partners.
Support and deliver client-facing business reviews, performance updates, and operational readouts.
Coordinate multiple client initiatives and workstreams; align priorities among account leadership, client stakeholders, delivery teams, and DCC operations.
Translate client needs into operational plans and track goals, timelines, deliverables, and performance against objectives.
Monitor KPIs, SLAs, and operational and financial performance across device lifecycle and reverse logistics programs.
Resolve operational dependencies and program-level escalations, manage cross-project risks and issue-resolution pathways, and develop mitigation and contingency plans.
Provide business and operational insights and recommendations to improve client outcomes and support profitable growth.
Identify process inefficiencies, influence process re-engineering, streamline workflows, improve operational performance, and contribute to operational best practices.
Partner with account, operations, finance, and supply chain teams to optimize recovery value, profitability, billing, reporting, and client outcomes.
Deliver project management and revenue or growth initiatives and provide business intelligence and reporting.