Consumer Experience Program Manager

Job Summary

Pay Range : $78,000 - $153,000

Note : Individuals typically begin between the minimum to middle of the pay range

Manages various projects and programs which have a direct impact on strategic consumerism initiative and / or operational goals from design through implementation. Projects may include development of specific member tools such as a mobile app, expansion of the member portal / self-service functionality, and / or foundational infrastructure projects such as implementing a voice of customer platform or a contacts and preference database. The Program Manager will oversee cross-departmental activities, utilize project management models and skills, and manage relationships with internal and external stakeholders and vendors to ensure the continued success of the program / project(s) and consistency with corporate strategy, commitments, and goals.

Minimum Qualifications

• Bachelor's degree and five years of related work experience; or an equivalent combination of education and related work experience.
• Two years of project management experience or related experience.
• Strong project management skills.
• Strong analytical skills.
• Strong presentation skills, with the ability to effectively communicate complex information and make recommendations to key decision makers.
• General knowledge of financial concepts (., balance sheets, financial statements).
• Effective verbal and written communication skills.
• Basic working knowledge of Microsoft Office applications, including but not limited to Word, Excel, Outlook, and PowerPoint.

Duties and Responsibilities

Manages multiple high-level, mission-critical, cross-departmental programs and project(s), from design through implementation, with guidance from executive sponsors : Facilitates the definition of project scope, goals, and deliverables and leads the implementation phase to ensure consistency with stated goals.Develops full-scale project plans, including defining project tasks, timeline, resource requirements, and managing budget and resource allocation.Monitors on-going program dynamics, manages risks, and resolves issues.Keeps stakeholders and leadership informed of progress and communicates / presents progress and status to a variety of audiences.Provides work direction and leadership to project team, including scheduling and assignment of work and review of individual project efforts.Implements and manages project changes and interventions to achieve project outputs.Develops and manages vendor contracts as needed in support of the program / project, including RFP / RFI process.Keeps abreast of all regulatory guidelines, measures and requirements with respect to consumer experience, including but not limited to NCQA, BCBSA, HEDIS, and CAHPS.

Creates and fosters working relationships with internal and external parties that facilitate program success : Keeps an open line of communication between key stakeholders where information is monitored and shared.Facilitates meetings and discussions to achieve consensus and enter enforceable contracts for the assigned project.Manages relationships and contracts with vendors providing services under the project as needed.Coordinates and documents steering and leadership committee / team activities.Ensures changes to guidelines, policies, and procedures are analyzed and fully communicated to impacted parties.

Receives high-level business requirements and develops detailed requirements. Prioritizes efforts and maintains inter-dependencies.Gathers and analyzes information such as business trends, competitive threats, and strategic assumptions.Visualizes and presents data in a way that highlights a program / project's areas of excellence and areas of improvement.Facilitates planning sessions with management to align departmental / program efforts with corporate strategic goals to deliver tactical results.

Contributes to the development and coordination of best practices, project standards, procedures, and quality objectives as a member of the Consumer Solutions team.Serves as a team player, role model and mentor for other employees in the organization by always exhibiting traits of courtesy, caring, helpfulness, and respect.Conducts oneself in a service-oriented manner that is attentive, pleasant, cooperative, sensitive, respectful, and kind when dealing with members, visitors, the public, and all employees.