Senior Program Manager (Group Benefits Insurance / Claims)

Job Description

Senior Program Manager

(Group Benefits Insurance / Claims)

Make an impact in the insurance sector for our client by contributing to an enterprise-level transformation involving multiple business and technology streams. This opportunity combines hands-on execution, cross-functional collaboration, vendor delivery, and operational readiness through go-live and stabilization.

What is in it for you:

• Salaried: $43-53 per hour.

• Incorporated Business Rate: $51-61 per hour.

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

• Full-time position: 37.50 hours per week.

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

Responsibilities:

• Lead and coordinate multiple concurrent workstreams covering discovery and requirements, customer and marketing communications, system configuration and development, claims operations and assistance model implementation, production readiness, and go-live execution.

• Develop and manage an integrated delivery plan with clear milestones, dependencies, sequencing, and outcomes across all workstreams.

• Act as the primary day-to-day interface with the external vendor, monitoring performance against agreed scope, deliverables, timelines, and milestones.

• Translate contractual commitments and statements of work into clear execution plans and measurable deliverables.

• Identify and escalate vendor risks, delays, and performance gaps while ensuring effective coordination between vendor teams and internal stakeholders.

• Establish and maintain program governance, including status reporting, milestone tracking, risk and issue management, decision logs, dependency tracking, ownership, and escalation paths.

• Drive a structured weekly execution cadence and maintain transparency regarding delivery status, risks, dependencies, and mitigation plans.

• Drive cross-functional alignment across operations, technology, business stakeholders, and vendor teams.

• Oversee operational readiness, including claims handling processes, standard operating procedures, documentation, job aids, training materials, readiness plans, and go-live planning.

• Ensure alignment between system capabilities and operational processes and validate readiness across operations, vendor delivery, and customer experience before launch.

• Prepare executive-level updates, dashboards, decision materials, and forward-looking insights for senior leadership.

• Support governance forums, decision-making processes, go/no-go readiness assessments, production launch execution, and operational stabilization.

What you will need to succeed:

Required qualifications

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

• PMP or equivalent project/program management certification.

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

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

• Experience operating within vendor-led delivery models, including managing third-party accountability.

• Demonstrated ability to lead cross-functional programs involving operations, technology, and customer and communication functions.

• Proven delivery of the end-to-end program lifecycle, from discovery through go-live and stabilization.

• End-to-end program delivery management experience across multi-workstream initiatives.

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

• Strong program governance capabilities, including risk and issue management, dependency tracking, escalation management, and executive reporting.

• Strong vendor management and negotiation capabilities.

Preferred qualifications

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

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

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

• Exposure to assistance and case management operations.

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

• Consulting experience with a Big 4 firm or equivalent, or experience in large-scale transformation programs.

Soft skills

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

• Excellent stakeholder management and executive communication skills.

• Problem-solving mindset with the ability to manage ambiguity and shifting priorities.

• Ability to connect strategy to execution and ensure alignment across multiple delivery streams.

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.