NOVA Program Manager

Munich Re•Wayne, PA

About The Position

The NOVA Program Manager leads development and execution of Service Operations’ technology, AI, automation, and innovation agenda. NOVA (New Operations Value Advancement) prepares Service Operations for emerging technologies and operating capabilities and enables their effective adoption and use. The role defines strategic direction, identifies and prioritizes opportunities, and turns business strategy and operational needs into technology-enabled capabilities intended to improve capacity, quality, customer and employee experience, and cost effectiveness. Working across Service Operations and in close partnership with Technology, Strategy & Execution, Transformation, and other stakeholders, the position identifies problems worth solving, assesses where technology can create value, and drives prioritized initiatives from discovery through implementation, adoption, measurement, and continuous improvement. It ensures innovation efforts are strategically aligned, data-driven, appropriately governed, and focused on measurable value and sustainable operational capabilities. The position is open to hybrid or remote work. Hybrid roles require three days in the office at the Wayne, Pennsylvania location; location arrangements will be discussed during the interview process.

Requirements

Bachelor’s degree in Business Administration, Operations Management, Information Systems, Business Analytics, or a related field, or an equivalent combination of education and experience.
At least 8 years of progressive experience in technology enablement, innovation, AI/automation, program management, operations, or business transformation.
Demonstrated success leading cross-functional AI, automation, technology, or transformation initiatives from discovery through implementation and adoption, with measurable business outcomes.
Experience identifying and prioritizing business opportunities and translating operational problems into use cases, requirements, roadmaps, value hypotheses, and measurable outcomes.
Ability to influence stakeholders and coordinate across business, Technology, Transformation, and other delivery partners.
Working knowledge of AI, automation, digital technologies, data, and analytics, and ability to engage effectively with technical and business stakeholders.
Strong analytical, organizational, communication, facilitation, and change-adoption skills.
Strategic thinking and technology or innovation leadership.
Strong business acumen and value-based prioritization.
Skills in problem framing, opportunity discovery, and people/process/technology analysis.
Ability to translate operational needs into technology-enabled solutions.
Program leadership across complex, cross-functional initiatives.
Stakeholder influence, relationship building, and executive communication.
Data-driven decision-making and outcome measurement.
Working knowledge of technology governance, risk, privacy, security, and Responsible AI principles.
Change leadership, communication, coaching, and technology adoption.
Ability to work effectively in a rapidly changing environment.

Responsibilities

Lead prioritized AI, automation, workflow, analytics, and technology initiatives from concept and discovery through implementation, adoption, measurement, and continuous improvement.
Translate business and operational needs into actionable requirements and work with Technology, UX, architecture, developers, Transformation, and operational stakeholders throughout delivery.
Coordinate decisions and dependencies, remove obstacles, resolve issues, and escalate when needed to support execution.
Build understanding, confidence, operational readiness, and adoption through demonstrations, communications, coaching, training, feedback loops, and stakeholder engagement.
Measure post-implementation outcomes and business value using operational results, user feedback, and lessons learned; refine solutions and inform future priorities.
Ensure initiatives align with enterprise governance, compliance, privacy, security, risk-management, and Responsible AI requirements.
Define and champion the Service Operations technology, AI, automation, and innovation vision in alignment with broader business and organizational priorities.
Establish strategic frameworks, priorities, and guardrails for evaluating opportunities and guiding investment and resource decisions.
Develop and maintain a multi-year technology and capability roadmap that balances immediate operational needs with longer-term capability development.
Build alignment among Service Operations leadership and partners on priorities, desired outcomes, dependencies, and success measures.
Use operational data, customer and employee insights, strategic priorities, and business value to refine direction and investment focus.
Monitor emerging AI, automation, digital, and industry capabilities and assess potential applications within Service Operations.
Identify and frame business and operational problems, assessing whether opportunities involve people, process, technology, or a combination.
Partner with Strategy & Execution, process improvement, Technology, and subject-matter experts on opportunities requiring capabilities outside the role’s direct ownership.
Translate prioritized opportunities into use cases, business requirements, value hypotheses, success measures, and implementation considerations.
Prioritize opportunities based on strategic alignment, customer and employee impact, capacity, quality, cost, risk, feasibility, and expected business value.

Benefits

Two health insurance plan options: PPO or High Deductible.
Supplemental Life and AD&D plans available for employees and dependents.
Voluntary Accident, Critical Illness, and Hospital Indemnity benefit plans.
Prescription drug coverage included in the health insurance plan.
Short- and long-term disability coverage.
Vision and dental insurance plans.
401(k) plan with up to a 5% employer match.
Company-funded retirement savings plan.
Paid time off beginning at 24 days annually, with additional days for service anniversaries.
Eligibility for a yearly bonus as a Munich Re employee.
Health and wellness programs provided at no cost.
Hybrid work environment with choice in where and how work is done.
Corporately subsidized on-site cafeteria and coffee shop.
Complimentary on-site workout facility and campus walking trails.
On-site wellness center with a nurse practitioner.
Financial assistance for adoptions and infertility treatment.
Paid time off for eligible family care needs.
Tuition assistance and educational achievement bonuses.
Free parking.
Corporate matching gifts program.
Paid time off to volunteer in the community.