Job Description
Description
Direct Distribution is responsible for writing over 400K net
new business policies annually across the call center and online channels. The
Channel Operations and Enablement team supports this production by working in
partnership with Channel leadership and I&S partners to set overall
strategic priorities for the channel as well as liaising internally and across
USRM stakeholders to execute short- and long-term work in support of these
priorities.
As a Project Manager of the Direct Distribution Channel
Operations & Enablement team within USRM Insights & Solutions, you will
help support driving profitable growth for a $4B channel by executing key
initiatives and connecting the voice of the DRC sales call center to the
broader organization. The team liaises internally and across USRM stakeholders
to manage ongoing operational programs as well as execute short- and long-term
project work in support of these priorities.
This role will be focused on staffing and development of DRC
representatives and responsible for build-out and implementation of operational
changes in the DRC. This will include managing the strategy for employee
movement, development and implementation of optimization efforts, and contributing
to high complexity capacity lever projects among others.
The successful candidate must have excellent operational and
problem-solving skills and experience executing operational projects. They will
also have strong verbal and written communication skills and the ability to
explain their work to a diverse audience.
This role may have in-office requirements dependent on
candidate location.
Responsibilities
- Lead medium- to large-sized projects and supports complex cross-functional projects.
- Owns defining the business case and project plan build-out with input from stakeholders.
- Identifies and gains agreement on project objectives, scope, timing, and resources across stakeholders.
- Own development and execution of the DRC employee mobility strategy, including design, policy creation, and ongoing measurement of effectiveness.
- Design and implement optimization initiatives that improve how employees are moved, scheduled, and utilized across the DRC to meet service level and quality targets.
- Plan project activities, define scope, resources, timelines, and success criteria; oversee day-to-day execution and monitor progress against goals and KPIs.
- Create and manage standard operating procedures (SOPs) and ensure consistent operational practices across locations and teams.
- Conducts project meetings and prepares regular reports to communicate the status of projects to stakeholders within and beyond the project team.
- Escalates and works to resolve issues that serve as roadblocks and/or place project objectives at risk. Identifies and provides visibility into trade-offs between options, while identifying recommended approach and maintaining stakeholder alignment.
- Perform project close-out activities, capture lessons learned and translate findings into process improvements.
- Applies continuous improvement methodologies throughout the project management lifecycle.
- Mentors others on the project management lifecycle and serves as resource to those learning in this space
Qualifications
- Strong knowledge of project management principles and concepts.
- Strong ability to manage all aspects of the project management life cycle.
- Proficient with project management tools.
- Project management certification strongly preferred.
- Displays strong communication, organizational, analytical, critical thinking, and team building skills.
- Advanced presentation, influencing, and relationship management skills.
- Strong business operations knowledge to include understanding the function's value chain and market conditions strongly preferred.
- Competencies typically acquired through a Bachelor's degree or equivalent experience. Advanced degree preferred.
- Minimum of 8 years of relevant experience to include project management work.
Employees may apply for a new role after completing 12 months of employment in their current position.