Program Manager, Agent Experience - Remote / Hybrid

Liberty Mutual Insurance Group
Plano, TX
Remote
Full-time

Pay Philosophy

The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location.

The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role.

Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and / or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

Description

This role may have in-office requirements based on candidate location

Direct Distribution is responsible for writing 400K net new business policies annually across the call center and online channels.

The Channel Operations and Enablement teams support this production by working in partnership with channel leadership to set overall strategic priorities.

The team liaises internally and across US Retail Markets U.S. stakeholders to support ongoing operational programs and execute short- and long-term work in support of these priorities.

The Direct Enablement team is seeking a Program Manager to manage and develop Direct Response Center (DRC) agent recognition programs to profitably grow our company.

The role will be responsible for the overall strategy and direction of our monthly and annual recognition programs, ensuring they are driving desired business results as well as the day-to-day execution of these programs.

Responsibilities

  • Develops and delivers sales agent experience programs.
  • Draws connections between the desired sales agent experience and current state agent experience research, design thinking practices, and other innovative techniques.
  • Assists with reporting of KPIs that align to new programs and initiatives, and continually evaluates program KPIs to identify continuous improvement opportunities.
  • Prioritizes within and across initiatives with support from manager in a structured way.
  • Leverages project management tools for efficient delivery / execution.
  • Collaborates with channel leaders and I&S operations and analytics partners to build an engaging, seamless, and universal experience for DRC agents.
  • Partners with stakeholders to conduct moderate complexity research and data analytics to better understand targeted audiences and desired behaviors.
  • Supports primary and secondary research efforts to uncover agent experience data points that influence and support agent-centric principles.
  • Helps identify targeted areas for improvement and leverages basic to intermediate tools / practices to solve business needs.
  • Advocates for the Agent in assigned channels by proactively identifying experience improvement opportunities in assigned programs.
  • Supports the creation of presentation materials to business leaders.
  • Executes existing monthly and annual sales agent recognition programs.

Qualifications

  • Bachelor s degree and a minimum of 3 5 years of relevant experience within a customer-centric-driven organization
  • Intermediate to advanced knowledge of agent experience best practices and / or loyalty, rewards and non-cash incentive principles and practices
  • Strong organizational, coordination, and program management skills
  • Agent-facing experience (e.g., Sales, Service, Claims, Underwriting, Marketing) desired
  • Advanced presentation, influencing, relationship management and communication skills
  • Ability to work in a fast-paced environment on multiple priorities
  • Ability to work under ambiguity, shifting focus to areas of highest value
  • Passion for change and challenging the status quo
  • PMP certification a plus

About Us

30+ days ago
Related jobs
Promoted
Cognizant Technology Solutions
Irving, Texas

Principal Program Manager - (Hybrid). Experience in delivering at least 3 or more sophisticated programs involving teams across multiple geographies. Program delivery experience involving 3 or more service lines. Experience in leading/managing structured deals, takeover/acquisition, or divesture pro...

Promoted
Working Solutions
Plano, Texas
Remote

Work closely with Program Managers to determine agent systems challenges, and with IT Team to ensure that network connectivity is compatible with agent connectivity. Assist Program Managers and agents with the rollout of new technology, as well as troubleshooting all platforms. A minimum of five com...

Promoted
Serco
McKinney, Texas

Our F-35 JPO Program Risk Manager (Senior Program Manager) position is located in Crystal City, Arlington, VA, and serves as a day-to-day coordinator in the overall risk management activities for the F-35 Joint Program Office. Our Program Risk Manager directly supports and is aligned with the F-35 J...

TEKsystems
Garland, Texas
Remote

TEKsystems is seeking a Remote Project Manager to help support our local client in their ConnectWise application deployments. This will be a 100% remote position working Alaska business hours 8- 5 AKT Mon - Fri with some flexibility. ...

MultiPlan
Irving, Texas
Remote

JOB SUMMARY: The Agile Program Manager acts as a servant leader and coach for an Agile Release Train (ART) and applies Lean-Agile thinking to optimizing the execution of an ART at the program level. Monitor the health/readiness of the Product/Program Backlog and ensure proper balance of demand/capac...

Sierra Nevada Corporation
Remote TX, TX_TXR
Remote

Bachelors degree in Finance, Business Administration, or related field of study and typically 6+ years of relevant experienceA higher level degree may substitute for experienceRelated experience may be considered in lieu of required education. Responsible for the financial performance of the program...

00002 Citibank, N.A.
Irving, Texas

Escalate program risks to the Program Director, or Program Sponsor, when appropriate. The Project Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Ensure funding has been approved for the program. Ensure all areas of the program are appropriately...

Sierra Nevada Corporation
Plano, Texas
Remote

Bachelor's Degree in a related field and typically 10 or more years of relevant experienceHigher education may substitute for relevant experienceRelevant experience may be considered in lieu of required education. Actively engage with programs and cross-functional groups to implement supply chain st...

00002 Citibank, N.A.
Irving, Texas

This is a mid-level project / program manager role in which the expectation is to have had previous experience driving programs in the project management field. Escalates program risks to the Program Director, or Program Sponsor, when appropriate. The Program Management Advisory and Execution team (...

Providence
TX, United States
Remote

Clinical Program Manager RN *Remote*. Collaborates with other regional Telehealth Clinical Program Managers to design, implement, evaluate and continuously improve a standardized, system-wide telepresenting program as part of our system Telehealth strategy and workforce development plan. The Clinica...