Sr Program Manager, Agent Experience

Direct Distribution is responsible for writing new business across the call center and online channels. The Channel Operations and Enablement teams support this production by working in partnership with channel leadership to set overall strategic priorities. The team liaises internally and across USRM U.S. stakeholders to support ongoing operational programs and execute short- and long-term work in support of these priorities.

The Direct Enablement team is seeking a Program Manager to manage and develop DRC agent recognition programs to profitably grow our company. The role will be responsible for the overall strategy and direction of our monthly and annual recognition programs, ensuring they are driving desired business results as well as the day-to-day today execution of these programs.

Responsibilities

• Develops, delivers, and enhances agent experience programs and considers how these programs affect the organization.
• Owns full lifecycle management of our flagship recognition program - Direct Sales Excellence.
• Manages multiple programs of moderate scope and complexity.
• Utilizes current state agent experience research, design thinking practices, and other innovative techniques, as well as a basic understanding of strategic business challenges, to identify, design and create tools, programs, and content that improve the agent experience.
• Supports creation of KPIs that align to new programs and initiatives and continually evaluates program KPIs to identify continuous improvement opportunities.
• Effectively prioritizes initiatives and program improvements, using data-informed business cases, and optimizing for speed-to-market and efficient delivery.
• Incorporates input from agents, stakeholders, and management into program roadmap while effectively negotiating tradeoffs of conflicting priorities based on value to the business and customer.
• Effectively leverages project management tools to line up delivery partners and anticipate dependencies and roadblocks for efficient delivery.
• Collaborates with Direct Leadership, Finance and Event Planning to implement programs and build a seamless and universal experience for agents.
• To run programs, may engage with and continuously improve technology platforms, either 3rd party or in-house.
• Conducts primary and secondary research to identify and evolve our understanding of agent needs. Supports agent interview and focus group efforts, understanding agent usage of current or proposed programs.
• Identifies and implements continuous improvement opportunities for programs based on agent or other stakeholder feedback.
• Operates as the primary point of contact, aligning, and delivering effective communication to Channel Senior Leadership, Finance, Event Planning, and Analytics on program decisions, budget trade-offs, and risk escalation, with broad latitude and minimal oversight.

• Bachelor`s degree and a minimum of 5 to 8 years of relevant experience within a customer-centric-driven organization
• Advanced knowledge of agent experience best practices and/or loyalty, rewards and non-cash incentive principles and practices
• Strong organizational, coordination, and program management skills required
• Ability to manage multiple stakeholders to a timeline
• Agent-facing experience (eg, Sales, Service, Claims, Underwriting, Marketing)
• High degree of adaptability and previous experience using influence / persuasion skills in a matrixed environment
• Strong presentation and communication skills required
• Ability to work in a fast-paced environment and work on multiple priorities
• Ability to work under ambiguity, shifting focus to area of highest value, and willingness to move on from initiatives that prove to be less valuable
• Passion for change and challenging the status quo, and an ability to engage others
• PMP certification a plus