Claims Innovation Project Manager

🔥 13 hours ago

🌵 Arizona, Florida, +2 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote 🗽 New York – Remote 🤠 Texas – Remote

💵 $91.2k - $172.2k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👷‍♀️ Project Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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GEICO

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1936

🚘 Automotive

💼 Consulting

🏥 Healthcare

Automotive • Consulting • Healthcare

GEICO is a well-known American auto insurance company, providing coverage to a wide range of customers. As a leading provider of car insurance, GEICO is known for its innovative marketing and customer-centric services, delivering affordable insurance options. The company utilizes a user-friendly website for managing policies and claims, applying necessary online privacy measures to protect personal data and improve user experience. While primarily focused on auto insurance, GEICO also offers other types of insurance, including homeowner and renter policies.

📋 Description

• Serve as the Claims business owner for enterprise voice and contact center capabilities • Develop and maintain strategic roadmaps aligned with business priorities, customer needs, and operational needs • Identify opportunities to improve customer experience while reducing cost to serve • Establish priorities and success measures with Claims Innovation leadership • Support business strategy for customer self-service, IVR modernization, contact center automation, and conversational AI efforts • Evaluate emerging technologies and recommend business applications that deliver measurable value • Champion innovation while balancing risk, compliance, and operational readiness • Analyze customer journeys and operational processes to identify friction points and improvement opportunities • Drive initiatives that improve containment, reduce transfers, simplify customer interactions, and improve service outcomes • Establish business requirements and success criteria for new capabilities and enhancements • Monitor performance metrics and ensure initiatives achieve intended business outcomes • Bridge Operations, Product Management, Engineering, Analytics, Legal, Compliance, and Customer Experience teams • Build alignment across diverse stakeholder groups and lead through complex organizational change • Facilitate governance forums, steering committees, and executive reviews • Develop data-driven business cases to support investment decisions • Define KPIs and measurement frameworks for major initiatives • Track results and communicate operational, customer, and financial impacts to leadership • Ensure benefits realization following implementation • Lead operational readiness planning for new capabilities and customer experiences • Drive adoption and sustainable process changes with business leaders • Coordinate training, communications, and stakeholder engagement activities • Serve as a trusted advisor during large-scale transformation efforts • Serve as Project Manager across the Innovation Portfolio of an assigned Claims Innovation Director

🎯 Requirements

• Bachelor's degree or equivalent experience • 8+ years of progressive leadership experience in Claims, Contact Center Operations, Customer Experience, or related operational functions • Experience leading large-scale operational or digital transformation initiatives • Strong understanding of customer service operations, claims workflows, and contact center environments • Demonstrated ability to influence senior leaders and drive cross-functional alignment • Experience developing business cases, operational metrics, and executive presentations • Exceptional communication and stakeholder management skills • At this time, GEICO will not sponsor a new applicant for employment authorization for this position • Preferred: Property & Casualty insurance experience • Preferred: Contact center operations leadership experience • Preferred: Experience with IVR, conversational AI, automation, or digital servicing capabilities • Preferred: Product partnership or technology delivery experience • Preferred: Lean, Six Sigma, process improvement, or change management experience • Preferred: Experience working with customer experience measurement and operational analytics

🏖️ Benefits

• Personalized development programs • Mentorship • Certification assistance • Inclusive and collaborative culture • Competitive pay • Benefits • Flexibility to support well-being and future • Reasonable accommodations for qualified individuals with disabilities