Service Implementation and Innovation Manager#26-22057

Duration: 14 Months

Accountability:

• As a Service Implementation and Innovation Lead you will be responsible for driving the success of AirCover’s products and services. You will be responsible for helping develop new products and processes from ideation and innovation through completion. This role is cross-functional in nature and you will work closely with others to propel the brand forward.
• You are responsible for being the voice of the customer and will reflect that voice in decision making and the service design work you’ll do.
• You will be responsible for partnering closely with our operations team to understand the way things are done today, where there is room for improvement and then developing ways to incorporate the feedback into the ways of working.
• You will help set up and run pilots and experiments that based on success may be scaled to product solutions.
• You will also be responsible for doing data analysis and reporting on the impacts of the work you do.
• This role will have regular opportunities to present in front of AirCover leadership.
• This role will evolve and expand to support all AirCover products.

Responsibilities:

• Lead the Service Implementation and Innovation of AirCover products to identify and implement solutions to accelerate AirCover Operations, including leveraging technology such as RPA or ML/AI to ensure we can scale and meet the evolving needs of the business and customers.
• You will also lead process design so Operations can deliver any new product, feature launches, and expansion to geographies seamlessly.
• Be a point of contact for alignment between operations and product/engineering for all enhancements related to specific areas of work
• Be responsible for the implementation and measurement of key pilots including, securing resources, creating pilot workflows, working with piloting ambassadors to ensure understanding, measuring pilot success, doing report outs on pilot success.
• Supports Product and Engineering in developing requirements for new projects
• Partner with shared services to deliver workflow changes, macro updates, training and more
• Track and measure product implementation and report out on the results.
• Conduct research on industry best practices and propose necessary updates as a result of your learnings

Qualifications:

• You have past experience leading project work
• You dig into the way things are currently done and look for improvements for the future
• You establish strong partnerships and relationships with key stakeholders including product, engineering, training, knowledge management and more
• You have the ability to analyze data to identify trends, patterns, and areas for improvement, and use this information to make data-driven decisions.
• You are flexible in your mindset and open to taking on new challenges including role expansion
• You translate strategic and organizational priorities into structured, actionable plans to drive upstream change and innovation to improve our customer experience
• You are eager to imagine, innovate and build processes and products
• You are a strong communicator and team player

Skills:

• Leadership: Possess strong authentic leadership skills and can lead and influence people even when they do not report directly to you.
• Navigating ambiguity: Demonstrated track record working on ambiguous and unpredictable programs while creating structure and consistency.
• Technical skills: Strong understanding of our current agent tooling and platforms with the desire to research and understand industry tools and capabilities. Analytical mindset with the ability to review data, utilize Excel to slice data and bring data into a story or presentation.
• Communication skills: Ability to take complex information and communicate the details needed in a clear and concise matter. The desire and ability to be an active listener; leaning into problems with a listening ear and understanding the voice of the user. Removing personal bias or what you feel is the best way of doing things and approach feedback sessions as a learner. Must have strong written and verbal communication skills.
• Entrepreneurial Mindset: Excitement to come up with and develop new processes, products and procedures. Ability to work quickly to re-imagine processes and pilots to drive for the highest level of success.
• Learning and adaptability: Must love to learn and have curiosity. A love for change and leading through an ever changing environment.

Preferred experience

• An understanding of AI/ML and RPA and how ability to connect the dots on how these technologies will help us with our competitive advantage.
• Prior experience writing product requirements
• Prior experience managing projects with many stakeholders
• 3+ years of leadership experience
• 3+ years of claim handling experience particularly with a focus on property claims

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.

IND01

#LI-AS140