Note: The job is a remote job and is open to candidates in USA. AAA Auto Club Enterprises is the largest club within the national AAA federation, with nearly 17,000 employees serving over 18 million members. The Program Management Manager is responsible for developing and implementing strategic plans for program enhancements, managing partner relationships, and ensuring program relevance and performance metrics are met.
Responsibilities
- Directs the development, planning and implementation of program and process development for enhancements to program that result in greater member/policyholder acquisition and/or retention
- Responsible for developing innovative and creative solutions that meet existing market needs, increase the value of current programs and/or product features and benefits
- Utilizes trends, developments in the marketplace and voice of the customer research to shape program and offerings
- Activities include, but are not limited to, conducting thorough market analysis and research, increasing usage, developing and implementing new program features, developing programs to increase revenue and member/policyholder relevance
- Responsible for managing timelines and internal and external resources to launch partners, programs, enhancements to program on time and within budget
- Responsible for new partner acquisition and partner retention of outside partners to enhance the program when appropriate
- Responsible for establishing and managing key internal relationships with core operating units that are involved in or affected by assigned programs
- Provide strategic insight and use of market research to identify partner offering gaps that are relevant to members/policyholders
- Acquire partners that ensure member value and fill member needs/relevance gaps
- Manage partner relationships including contract negotiations, product offering, internal/external partner expectations, external partner and/or internal marketing efforts, and additional incremental member/policyholder value offers to improve retention
- Proactively communicate with partners and sales team to support partner retention
- Responsible for understanding partner industry, representing the club in partner meetings, and collaborating with partners to increase member relevance and usage
- Continue to monitor and achieve partner retention and acquisition goals to support the overall program and Club objectives
- Oversee the implementation of strategic communication plans for the assigned claims program
- Research market for business opportunities and ensure integration of Claims program with the Club’s MRM strategy
- Act as project manager and provide leadership in the implementation of all strategic initiatives for assigned claims program
- Ensure the timely and efficient completion of projects, as well as the success metrics are met after the project is implemented
- Work with multiple areas of the organization (including the claims operations, Finance, information systems etc.) to ensure the development, execution, establishment of goals, and success of all program initiatives
- Monitor, evaluate, and communicate to all areas including senior managers the progress against targeted goals and make corrections to attain assigned objectives
- Advocate employee development through ongoing monitoring, coaching and training to ensure all staff is current on any changes in organizational policies and procedures
- Design technology, write requirements, and implement technology solutions to support integration of claims programs into multiple distribution channels for both employee use (to improve efficiencies) and for members use (for improved member interaction)
- Position requires a high degree of independent decision making and problem solving skills
- Regularly makes decisions involving the direction of major projects
- Implements plans that affect the strategic direction of assigned program line
- Leads in the development and implementation of new processes
Skills
- 4-6 years of Project management or program management experience
- Advanced ability to compile, analyze, and interpret statistical data
- Independent leader and represents Club with partners
- Demonstrated experience in project management
- Advanced ability required to define and lead implementation of new processes
- Requires advanced ability to coordinate and control major projects
- Requires advanced ability to communicate clearly and effectively at all levels of the organization– both verbally and in writing
- Requires ability to lead, present, and represent club with business CEO's, Presidents, or marketing executives
- Advanced organization, planning, and problem resolution skills
- Advanced computer skills with Excel, Word, and PowerPoint
- Advanced ability to compile, analyze and interpret statistical data
- Bachelors Equivalent combination of education and experience
- Claims or Insurance industry experience
- Experience with Agile
- 1-3 years Management/Supervisory experience
- Guidewire ClaimCenter or PolicyCenter experience
- Agile Certifications
Benefits
- Health coverage for medical, dental, vision
- 401(K) saving plans with company match AND Pension
- Tuition assistance
- Floating holidays and PTO for community volunteer programs
- Paid parental leave
- Wellness programs
- Employee discounts (membership, insurance, travel, entertainment, services and more!)
Company Overview