Claims Innovation Project Manager

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Act as the primary business owner for Claims regarding enterprise voice and contact center functionalities.

• Create and sustain strategic roadmaps that reflect business priorities, customer demands, and operational necessities.

• Discover opportunities to enhance customer experience while minimizing service costs.

• Set priorities and define success metrics in collaboration with Claims Innovation leadership.

• Assist in formulating business strategies for customer self-service, IVR modernization, contact center automation, and conversational AI initiatives.

• Assess emerging technologies and suggest business applications that provide quantifiable benefits.

• Advocate for innovation while managing risk, compliance, and operational preparedness.

• Examine customer journeys and operational workflows to pinpoint friction points and areas for enhancement.

• Propel initiatives that enhance containment, decrease transfers, simplify customer interactions, and elevate service outcomes.

• Define business requirements and success criteria for new capabilities and enhancements.

• Monitor performance metrics to ensure initiatives meet expected business results.

• Connect Operations, Product Management, Engineering, Analytics, Legal, Compliance, and Customer Experience teams.

• Foster alignment among diverse stakeholder groups and lead through intricate organizational changes.

• Organize governance forums, steering committees, and executive reviews.

• Create data-driven business cases to support investment choices.

• Establish KPIs and measurement frameworks for significant initiatives.

• Track outcomes and report operational, customer, and financial impacts to leadership.

• Ensure realization of benefits post-implementation.

• Oversee operational readiness planning for new capabilities and customer experiences.

• Encourage adoption and sustainable process transformations with business leaders.

• Coordinate training, communication, and stakeholder engagement efforts.

• Act as a trusted advisor during large-scale transformation projects.

• Serve as Project Manager for the Innovation Portfolio under an assigned Claims Innovation Director.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• Over 8 years of progressive leadership experience in Claims, Contact Center Operations, Customer Experience, or other related operational areas.

• Experience in spearheading large-scale operational or digital transformation projects.

• Strong knowledge of customer service operations, claims workflows, and contact center settings.

• Proven capability to influence senior leadership and foster cross-functional alignment.

• Experience in developing business cases, operational metrics, and executive presentations.

• Outstanding communication and stakeholder management abilities.

• Currently, GEICO will not sponsor a new applicant for employment authorization for this position.

• Preferred: Experience in Property & Casualty insurance.

• Preferred: Leadership experience in contact center operations.

• Preferred: Familiarity with IVR, conversational AI, automation, or digital servicing capabilities.

• Preferred: Product partnership or technology delivery expertise.

• Preferred: Knowledge in Lean, Six Sigma, process improvement, or change management.

• Preferred: Experience in customer experience measurement and operational analytics.

🏝️ Benefits

• Tailored development programs.

• Mentorship opportunities.

• Assistance with certifications.

• An inclusive and collaborative work culture.

• Competitive salary.

• Comprehensive benefits package.

• Flexibility to promote well-being and future planning.

• Reasonable accommodations for qualified individuals with disabilities.