Client and Program Implementation Manager

Responsible for driving successful, on-time program and product initiatives for top clients in Retail Solutions. Partner with internal and external stakeholders including (but not limited to) Account Management, Product Owners and IT stakeholders to drive successful and on-time delivery of programs supporting new business programs and initiatives.

What will be my duties and responsibilities in this job?

• Lead large scale, strategic and ongoing client & product program implementations, enhancements, new sale set up, program changes, program management & client/system migrations.
• Manage client & product processes and re-designs to ensure alignment by all client & product teams, leaders, product owners, and constituents.
• Subject matter expertise in all relevant Assurant products and systems to ensure good thought-leadership in internal and external design planning.
• Provide direction and ongoing communications to the cross functional teams responsible for both system break/fix as well as new project implementation and prioritization to develop plans and processes to correct, facilitate resolutions and build control plans to ensure sustainable results
• Primary contact point for Stakeholders & Client Representatives if needed to communicate directly with the client.
• Manages the project requirements and scope, effectively controlling all aspects of the project throughout the project lifecycle (i.e. goal definition, business case, project planning, project execution, project completion).
• Coordinate and lead cross-functional support teams e.g. Customer Care, Customer Experience (CX), User Experience (UX), Claims Operations, Legal, Privacy, Risk & Compliance, Client Marketing, Marketing Database Provider, Digital, IT, Enterprise technology, PMO, etc. to ensure successful launches and all required and expected tasks and actions are completed on time.
• Drive new implementation adherence to governmental and company compliance practices.
• Regularly communicate project information and status to cross-functional teams, stakeholders, and leadership by creating and distributing project status reports, dashboards, KPI, participate on business boards/councils as needed to report out on assigned projects/portfolio, follow-up on project meeting action items.
• Identify, escalate, document & drive resolution project risks when needed to ensure program delivery.
• Develop, maintain, and adhere to defined project/process/product methodologies and manage project documentation (ex. IT work requests, minutes, charter, vision, org charts, action logs, risk/issue logs, status reports).
• Establish a transition plan to necessary support teams post-launch (account executive, operations)
• Ensure client program requirements are met and services are delivered.
• Assist in meeting operational, financial and client goals expected by program.
• Support process re-engineering, operational tool utilization & data analytics.

What are the requirements needed for this position?

• BS/BA Degree
• 5+ years of program management, account management and product operations business experience.
• Project Management experience; PMP a plus.
• Strong understanding of product and client requirements.
• Problem solving ability, adapt to shifting priorities & align activities/priorities to meet organizational goals.
• Professional business judgment and strong collaborative style.
• Experience managing and motivating remote workforce; provide direction and coaching to ensure success and employee’s needs.
• Ability to process complex time sensitive data and information from multiple sources, make quick but educated decisions based on data, and to effectively communicate the related actions to a broad audience driving decisions needed to move forward.
• Good interpersonal skills—especially working with cross-functional teams— and the ability to present a professional image.
• Good organizational skills and the ability to multi-task.
• Self-motivation to work independently and ability to prioritize, organize and lead as part of a project team to complete multiple tasks.
• Experience in communicating with management and teams at all levels.
• Ability to respond effectively to clients, employees and management and handle sensitive and/or confidential communications.
• Experience implementing large scale product launches and/or client programs which require intense cross functional collaboration.
• Requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information.
• Ability to develop and execute longer-range project plans and schedules to complete complex projects or new solution/product development.
• Attention to detail, follow-up skills, strong collaboration style and business judgment
• Fluency in Microsoft Office, including Teams, Word, Excel, PowerPoint and Project.

What other skills/experience would be helpful to have?

• Experience working in an Agile development environment.
• Knowledge and experience in extended service contracts, and/or the service industry.
• Retail appliance industry experience.  
• Extensive understanding industry and emerging trends.
• Experience with Wrike project management tool. 

#LI-remote

Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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