Senior Program Manager – Insurance Transformation

Senior Program Manager – Insurance Transformation

Step into a pivotal role within a major insurance transformation initiative where complex business, operations, technology, and customer experience streams come together to drive meaningful change. This opportunity offers the chance to contribute to a high-visibility program, collaborate with senior stakeholders, and support the delivery of critical business capabilities from planning through launch.

What is in it for you:

• Salaried: $49-54 per hour.

• Incorporated Business Rate: $57-63 per hour.

• 9-month contract with the potential for permanent employment.

• Full-time position: 37.50 hours per week.

• Weekday schedule from 9 am to 5 pm.

• Hybrid work, with 3 days per week in the office.

Responsibilities:

• Lead and coordinate multiple concurrent workstreams, including technology, operations, communications, and vendor delivery activities.

• Manage and track the integrated program delivery plan, milestones, dependencies, and outcomes.

• Act as the primary day-to-day interface with the external vendor, ensuring accountability and performance.

• Monitor vendor performance against agreed scope, deliverables, timelines, and milestones.

• Translate contractual commitments into execution plans and measurable deliverables.

• Facilitate execution governance, including status reporting, milestone tracking, risk and issue management, decision logs, and escalation management.

• Drive cross-functional alignment across internal stakeholders and vendor teams.

• Develop and manage an integrated delivery plan across all workstreams.

• Track and manage cross-functional dependencies and sequencing.

• Ensure transparency of delivery status, risks, issues, and mitigation plans.

• Lead and coordinate activities related to discovery, requirements definition, customer and marketing communications, system configuration and development, claims operations design, assistance model implementation, production readiness, and go-live execution.

• Oversee operational readiness activities, including claims process implementation, SOP development, documentation, job aids, training materials, readiness plans, and go-live planning.

• Ensure alignment between system capabilities and operational processes.

• Validate readiness across operations, vendor delivery, and customer experience prior to launch.

• Prepare executive-level updates, dashboards, decision materials, and senior leadership reports.

• Provide insights on delivery risks, dependencies, and readiness.

• Support governance forums, decision-making processes, go/no-go frameworks, and readiness assessments.

• Monitor program risks and proactively implement mitigation strategies.

• Support production launch execution and operational stabilization activities.

What you will need to succeed:

Required qualifications

• Bachelor’s degree in Business, Technology, Engineering, or a related field.

• PMP certification or an equivalent project or program management certification.

• 9 years of project and/or program management experience.

• Proven experience delivering complex, multi-workstream implementations involving external vendors.

• Experience working within vendor-led delivery models and managing third-party accountability.

• Experience leading cross-functional programs involving operations, technology, and customer or communication functions.

• Proven experience delivering end-to-end program lifecycles from discovery through go-live and stabilization.

• Strong expertise in end-to-end program delivery management across multi-workstream initiatives.

• Strong vendor management experience.

• Expertise in program governance, including risk management, issue management, dependency tracking, executive reporting, and escalation management.

• Experience leading operational build and implementation initiatives in addition to technology delivery.

• Strong execution focus with the ability to drive delivery outcomes.

• Deep capability in risk management, issue resolution, and escalation management.

• Strong vendor management and negotiation capability.

• Ability to align strategy with execution across multiple delivery streams.

Required soft skills

• Strong leadership skills and the ability to drive execution in complex environments.

• Excellent stakeholder management skills.

• Excellent executive communication skills.

• Strong problem-solving skills.

• Ability to manage ambiguity and shifting priorities in a fast-paced environment.

Preferred qualifications

• Experience in insurance, claims, or financial services operations.

• Experience supporting claims operations setup, transformation, or outsourcing models.

• Exposure to assistance or case management operations.

• Experience supporting go-live readiness, production launches, and operational stabilization.

• Experience with customer communication channels, including telephony, digital, and chatbot solutions.

• Consulting experience within a Big 4 environment or equivalent.

• Experience in large-scale transformation programs.

Why Recruit Action?

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.