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.
