Program Management Manager

AAA•Costa Mesa, CA

About The Position

Program Management Manager Job Summary Develops and implements strategic plans for development, improvement and distribution of program. Responsible for implementing program enhancements to ensure member value and relevance. Responsible for development of programs, developing program goals, developing and coordinating implementation of partners and enhancements to programs, developing and managing growth/penetration, managing monthly forecasts, managing the program revenue, and managing partner relationships to maximize performance and relevance of the program. Provides informed hand-off to Education, Training & Development for training requirements to Communications for internal awareness and member facing updates; and to Information Systems for technology and applications support for the claims program(s). Monitors program performance metrics, including claims cycle time, ROI, severity, member satisfaction, retention, and operational efficiency. Researches industry trends, regulatory changes, and competitive benchmarks to recommend improvements that support AAA’s claims strategy and objectives. Conducts market and competitive research in order to effectively evaluate marketing plans and goals, and to develop optimum sales/service/distribution effectiveness. Negotiates and manages outside vendor contracts and partner relationships to ensure partner engagement and to provide value to partners as well. Evaluates, develops and oversees plans to enhance distribution strategies to achieve program objectives. Reports findings and recommendations to senior management. Works with teams of Business Stakeholders and Product Owners to ensure claims program objectives are met. Job Duties Strategic Program Development and Enhancements: Directs the development, planning and implementation of program and process development for enhancements to program that result in greater member/policyholder acquisition and/or retention. Responsible for developing innovative and creative solutions that meet existing market needs, increase the value of current programs and/or product features and benefits. Utilizes trends, developments in the marketplace and voice of the customer research to shape program and offerings. Activities include, but are not limited to, conducting thorough market analysis and research, increasing usage, developing and implementing new program features, developing programs to increase revenue and member/policyholder relevance. Responsible for managing timelines and internal and external resources to launch partners, programs, enhancements to program on time and within budget. Internal/External Partner Management : Responsible for new partner acquisition and partner retention of outside partners to enhance the program when appropriate. Responsible for establishing and managing key internal relationships with core operating units that are involved in or affected by assigned programs. Provide strategic insight and use of market research to identify partner offering gaps that are relevant to members/policyholders. Acquire partners that ensure member value and fill member needs/relevance gaps. Manage partner relationships including contract negotiations, product offering, internal/external partner expectations, external partner and/or internal marketing efforts, and additional incremental member/policyholder value offers to improve retention. Proactively communicate with partners and sales team to support partner retention. Responsible for understanding partner industry, representing the club in partner meetings, and collaborating with partners to increase member relevance and usage. Continue to monitor and achieve partner retention and acquisition goals to support the overall program and Club objectives. Oversee the implementation of strategic communication plans for the assigned claims program. Research market for business opportunities and ensure integration of Claims program with the Club’s MRM strategy. Act as project manager and provide leadership in the implementation of all strategic initiatives for assigned claims program. Ensure the timely and efficient completion of projects, as well as the success metrics are met after the project is implemented. Work with multiple areas of the organization (including the claims operations, Finance, information systems etc.) to ensure the development, execution, establishment of goals, and success of all program initiatives. Monitor, evaluate, and communicate to all areas including senior managers the progress against targeted goals and make corrections to attain assigned objectives. Advocate employee development through ongoing monitoring, coaching and training to ensure all staff is current on any changes in organizational policies and procedures. Design technology, write requirements, and implement technology solutions to support integration of claims programs into multiple distribution channels for both employee use (to improve efficiencies) and for members use (for improved member interaction). Position requires a high degree of independent decision making and problem solving skills. Regularly makes decisions involving the direction of major projects. Implements plans that affect the strategic direction of assigned program line. Leads in the development and implementation of new processes.

Requirements

Bachelors Equivalent combination of education and experience Preferred.
4-6 years of Project management or program management experience required; Claims or Insurance industry experience preferred.
Advanced ability to compile, analyze, and interpret statistical data required.
Independent leader and represents Club with partners.
Demonstrated experience in project management required.
Advanced ability required to define and lead implementation of new processes.
Requires advanced ability to coordinate and control major projects.
Requires advanced ability to communicate clearly and effectively at all levels of the organization– both verbally and in writing.
Requires ability to lead, present, and represent club with business CEO’s, Presidents, or marketing executives.
Advanced organization, planning, and problem resolution skills required.
Advanced computer skills with Excel, Word, and PowerPoint.
Advanced ability to compile, analyze and interpret statistical data required.

Nice To Haves

Experience with Agile is preferred.
1-3 years Management/Supervisory experience is Preferred
Guidewire ClaimCenter or PolicyCenter experience preferred.
Agile Certifications preferred
(PMP Preferred)

Responsibilities

Strategic Program Development and Enhancements: Directs the development, planning and implementation of program and process development for enhancements to program that result in greater member/policyholder acquisition and/or retention.
Responsible for developing innovative and creative solutions that meet existing market needs, increase the value of current programs and/or product features and benefits.
Utilizes trends, developments in the marketplace and voice of the customer research to shape program and offerings.
Activities include, but are not limited to, conducting thorough market analysis and research, increasing usage, developing and implementing new program features, developing programs to increase revenue and member/policyholder relevance.
Responsible for managing timelines and internal and external resources to launch partners, programs, enhancements to program on time and within budget.
Internal/External Partner Management : Responsible for new partner acquisition and partner retention of outside partners to enhance the program when appropriate.
Responsible for establishing and managing key internal relationships with core operating units that are involved in or affected by assigned programs.
Provide strategic insight and use of market research to identify partner offering gaps that are relevant to members/policyholders.
Acquire partners that ensure member value and fill member needs/relevance gaps.
Manage partner relationships including contract negotiations, product offering, internal/external partner expectations, external partner and/or internal marketing efforts, and additional incremental member/policyholder value offers to improve retention.
Proactively communicate with partners and sales team to support partner retention.
Responsible for understanding partner industry, representing the club in partner meetings, and collaborating with partners to increase member relevance and usage.
Continue to monitor and achieve partner retention and acquisition goals to support the overall program and Club objectives.
Oversee the implementation of strategic communication plans for the assigned claims program.
Research market for business opportunities and ensure integration of Claims program with the Club’s MRM strategy.
Act as project manager and provide leadership in the implementation of all strategic initiatives for assigned claims program.
Ensure the timely and efficient completion of projects, as well as the success metrics are met after the project is implemented.
Work with multiple areas of the organization (including the claims operations, Finance, information systems etc.) to ensure the development, execution, establishment of goals, and success of all program initiatives.
Monitor, evaluate, and communicate to all areas including senior managers the progress against targeted goals and make corrections to attain assigned objectives.
Advocate employee development through ongoing monitoring, coaching and training to ensure all staff is current on any changes in organizational policies and procedures.
Design technology, write requirements, and implement technology solutions to support integration of claims programs into multiple distribution channels for both employee use (to improve efficiencies) and for members use (for improved member interaction).
Position requires a high degree of independent decision making and problem solving skills.
Regularly makes decisions involving the direction of major projects.
Implements plans that affect the strategic direction of assigned program line.
Leads in the development and implementation of new processes.