Senior Manager, Digital Experience Delivery - Remote

CSAA Insurance Group, a AAA Insurer•Washington, DC

4d•$160,155 - $213,550•Remote

About The Position

This role is a business product people leader in a business‑led, technology‑enabled delivery model. The Senior Manager is accountable for end-to-end execution of agent and member digital sales and service experiences within CSAA personal lines, ensuring consistent, high-quality delivery across distribution channels (AAA club agency, independent agency, direct, and alternative platforms). This people leader owns delivery outcomes, experience quality, driving digital experience innovation through emerging technologies, and KPI performance within their domain, translating enterprise strategy into executable roadmaps and results. The role leads a team of Product Managers and ensures alignment across cross-functional partners to deliver business outcomes. The Senior Manager operates with significant autonomy in execution and prioritization, while aligning to broader strategic direction. Success requires strong leadership in a matrixed environment and the ability to drive clarity, accountability, and results across stakeholders. We believe the end‑user experience defines the product. This leader is responsible for their team to deliver differentiated, technology‑enabled experiences that consistently delight AAA Members and agents while strengthening the AAA brand.

Requirements

Bachelor's degree in related area (Marketing, business, or a related field) or an equivalent combination of education and experience.
8+ years of increasingly responsible product management experience.
Proven ability to lead others directly or indirectly, as demonstrated through 3-5+ years of leading teams, enterprise-wide programs, or large cross-functional programs.
Strong knowledge of personal lines product and project management, customer experience, financial drivers of product profitability/pricing, distribution, rating/underwriting, forms, rules, coverages, the P&C industry, competitors, legislative and DOI regulations, and strategic planning.
Solid understanding of end-to-end business processes and enabling technologies, with ability to connect execution to outcomes.
Strong financial and analytical skills tied to product performance.
Proven ability to lead execution across cross-functional teams and deliver measurable outcomes.
Strong strategic thinking with a focus on execution and results.
Robust experience with communicating and presenting to senior executives.
Demonstrated ability to manage priorities, trade-offs, and delivery risk.
Adapt way of influencing different partners and collaborators (internal and external), recognizing unique needs/motivation.

Nice To Haves

Advanced degrees preferred.
CPCU, insurance studies, and/or actuarial exams preferred.
Certifications and courses related to digital, AI/ML, and product delivery.
3-5+ years experience of direct people leadership in insurance or product management.
Experience in Guidewire Cloud, Jutro Digital Platform (JDP), and other Guidewire applications strongly preferred.
Creates a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust to inspire and empower team members and colleagues.
Actively shapes our company culture through words and actions (e.g., supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects, encouraging team member involvement in these activities).
Champions our cultural norms (e.g., willing to have cameras when it matters: interviewing candidates, building relationships with team members, etc.).
Translates our enterprise strategy and priorities for their team members to connect to the bigger picture.
Demonstrates a company ownership mindset, thinking beyond boundaries of their own area.
Travels as needed for role, including enterprise meetings, divisional / team meetings, and other in-person meetings.
Fulfills business needs, which may include investing extra time, helping other teams, etc.

Responsibilities

Leads and develops a small team of Product Managers, ensuring delivery excellence and team effectiveness.
Owns execution of digital experience strategy within assigned domain, ensuring delivery aligns with enterprise priorities.
Accountable for design, build, and optimization of digital experiences across distribution channels (e.g., AAA club agency, independent agency, direct, and alternative platforms).
Leads translation of customer, agent, and market insights into prioritized product and experience enhancements.
Drives implementation of process improvements, advanced technology enhancements, and experience innovations within the product domain.
Owns evaluation and adoption of tools and capabilities (e.g., AI/ML, analytics) to improve experience quality and efficiency.
Leads continuous enhancement of CSAA digital experiences, balancing user feedback, performance data, and business objectives.
Establishes and manages domain-level reporting and performance tracking, ensuring visibility and accountability.
Acts as domain subject matter expert on digital experience delivery practices and product capabilities.
Translates enterprise product and experience strategy into actionable roadmaps and initiatives.
Partners with leadership to shape direction, providing informed recommendations grounded in data and execution realities.
Leads cross-functional initiatives within scope, ensuring alignment to business objectives and timelines.
Owns development of business cases and cost-benefit analyses for initiatives within their portfolio.
Drives roadmap planning and execution governance for their domain, ensuring high-quality deliverables.
Advances platform and experience modernization efforts through application of new technologies and data capabilities.
Owns execution performance, ensuring delivery meets defined key performance indicators, business outcomes, and experience standards.
Implements operational frameworks, processes, and controls aligned with broader organizational standards.
Identifies risks, issues, and dependencies and drives resolution within scope.
Leads continuous improvement based on customer, agent, and partner feedback.
Ensures delivery consistency and alignment with underwriting, service, and expense goals.
Monitors domain performance metrics and escalates trends, risks, and opportunities to leadership.
Leads cross-functional execution across business and technology teams, aligning collaborators to shared priorities.
Communicates clearly and consistently with executive and AAA club partners on delivery progress and outcomes.
Drives alignment and decision-making within a dynamic, fast-paced, matrixed environment.
Escalates risks and trade-offs to leadership with recommended actions.