Technical Program Manager – AI Sales Technology & Sales Enablement

Manulife • Boston, MA

9d • $107,450 - $199,550 • Hybrid

About The Position

John Hancock is seeking a Senior Technical Program Manager (TPM) to lead a strategic portfolio of AI, Salesforce, and Sales Enablement initiatives supporting Distribution and Sales Technology transformation. The TPM serves as a central coordination point across Business, Product, Technology, Architecture, Data, Security, Finance, Operations, and external partners, delivering AI-powered sales capabilities, Salesforce modernization, mobile experiences, and producer productivity solutions.

The role oversees the full software development lifecycle for initiatives supporting John Hancock Insurance priorities, from initiation through delivery, implementation, stabilization, and post-launch support across policyholder, producer, and operations journeys. It is accountable for technology delivery—including planning, execution, monitoring and control, closure, and post-initiative evaluation—in accordance with scope, budget, schedule, regulatory, operational-readiness, and customer commitments.

The TPM applies software engineering and technology knowledge to implement technology strategies and ensure effective delivery. The role leads Salesforce modernization and supports Distribution Modernization, Territory Management enhancements, RVP Assignment modernization, AI-enabled sales capabilities in Salesforce, and coordinated mobile, web, and desktop sales experiences. It also builds cross-functional alignment, manages technical risks, partners with business initiative leads on schedules, milestones, goals, and scope, and fosters innovation, collaboration, alignment, and productivity.

Requirements

• 3–5 years of technical program management expertise in a related field.
• 3+ years delivering technology solutions in the life insurance industry.
• Familiarity with life insurance regulatory and business concepts and the operational cadence of product changes and their impacts on new business operations and underwriting.
• Excellent organizational and problem-solving abilities, including the ability to manage creative tension.
• Ability to manage execution plans to a budget and provide regular financial forecasts for labor and non-labor expenses.
• Familiarity with AI concepts, principles, and governance from use-case and outcome identification through adoption and monitoring.
• Applied generative AI delivery expertise, including leading solutions using large language models, prompt engineering, RAG, agentic workflows, model evaluation, guardrails, and production monitoring in a secure, governed enterprise environment.
• Ability to influence and execute work without directly managing resources.
• Strong verbal and written communication skills, including articulating technical vision and translating outcomes into options and execution plans.
• Comfort leading communications, including presentations to senior leadership, sponsors, and stakeholders about business cases and roadmaps.
• Ability to learn from success and failure and remain open to change and continuous improvement.
• Ability to respond effectively to ambiguity and clarify situations and outcomes.
• Experience partnering with Marketing and Distribution to translate product and regulatory requirements into technology deliverables with clear acceptance criteria and traceability.
• Ability to design and manage integrations across technology ecosystems, including product and rate data sources, rules engines, document generation, e-signature, CRM or portal, and case management; includes API contracts, versioning, and backward compatibility.
• Ability to drive non-functional platform requirements, including user experience, high availability, resiliency, observability, and privacy and security of producer and customer data.
• Excellent problem-solving, organizational, analytical, and critical-thinking skills, with sound discretion and judgment.
• Excellent documentation, communication, interpersonal, negotiating, and relationship-management skills, with the ability to drive objectives.
• Recognized expertise within IT specialty and/or business, with broad-based expertise across related areas and functions.
• Ability to interact professionally with all organizational levels.
• Ability to partner with business and technology leaders to prioritize AI opportunities across application intake, underwriting and new business, policy issue and delivery, in-force servicing, producer support, customer service, claims, and operations, while defining success measures, controls, and adoption plans.
• Ability to develop and integrate metrics into projects and operations that demonstrate IT value to the business, such as illustration turnaround time, quote-to-apply conversion, and straight-through processing.
• Ability to identify and manage risks associated with initiative delivery and team dynamics, including product launch timelines, regulatory deadlines, and producer-impacting changes.

Nice To Haves

• Direct leadership over and exposure to innovative AI-based solutions and concepts and downstream capabilities.
• Project management skills and proficiency with project or initiative management software tools and methodologies, including Agile and SDLC.
• Understanding of Agile metrics, Scrum, and similar methodologies to track progress, measure team performance, and identify areas for improvement.
• Working knowledge of the data, integration, and platform capabilities required for AI solutions, including secure access to approved enterprise data.
• Track record of delivering complex, large-scale IT solutions, including modernization and integration work such as APIs and data pipelines in regulated environments.
• Working knowledge of insurance regulatory and compliance considerations and partnering with Compliance and Legal to ensure controls and evidence are in place.
• Experience with test governance, including TDD, parallel testing, defect triage with business SMEs, and sign-off processes.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and negotiate with peers and leaders.
• Strategic thinking, problem-solving, and decision-making skills, including balancing short- and long-term objectives and trade-offs.
• Adaptability, flexibility, and resilience in a dynamic, fast-paced environment.

Responsibilities

• Oversee the full SDLC for initiatives supporting John Hancock Insurance priorities, from initiation and delivery through implementation, stabilization, and post-launch support.
• Manage technology delivery across initiation, planning, execution, monitoring and control, closure, and post-initiative evaluation, meeting scope, budget, schedule, regulatory, operational-readiness, and customer commitments.
• Lead delivery of Salesforce modernization initiatives.
• Support Distribution Modernization, Territory Management enhancements, and RVP Assignment modernization.
• Drive adoption of AI-enabled sales capabilities within Salesforce.
• Coordinate mobile, web, and desktop sales experiences.
• Provide cross-functional leadership and align product architecture and IT service areas to deliver services.
• Identify and mitigate technical risks that could affect project success.
• Partner with Business Initiative leads to develop schedules, milestones, goals, and scope, incorporating technology components, solutions, feasibility, and delivery.
• Foster a culture of innovation and collaboration while driving alignment and productivity across aligned teams.
• Manage execution plans to budget and provide regular updated forecasts for labor and non-labor expenses.
• Partner with business and technology leaders to identify and prioritize AI opportunities across insurance and service workflows, defining success measures, controls, and adoption plans.
• Develop and integrate project and operational metrics that demonstrate IT value to the business.
• Manage delivery and team-dynamics risks, including product launch timelines, regulatory deadlines, and producer-impacting changes.

Benefits

• Customizable health, dental, mental health, vision, short- and long-term disability, life, and AD&D insurance coverage.
• Adoption and surrogacy benefits.
• Wellness benefits and employee/family assistance plans.
• Retirement savings plans, including pension and 401(k) savings plans.
• Global share ownership plan with employer matching contributions.
• Financial education and counseling resources.
• U.S. paid time off, including up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law).
• Statutory leaves of absence.
• Flexible work environment and support for employee well-being and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed