Claims Innovation Project Manager
Core
Business lead for Enterprise Voice and Contact Center Transformation, driving modernization of customer contact experiences across Claims and service organizations.
Role type
Senior IC Claims Innovation Project Manager
Builds
Self-service capabilities, intelligent routing, automation, and conversational AI initiatives for customer contact experiences
Domain
Insurance (Property & Casualty) + Contact Center Operations
Deliverable
product features
Required skills
Claims operations leadership, contact center operations, digital transformation project management, business case development, stakeholder influence, operational metrics definition, change management
Preferred skills
P&C insurance experience, IVR and conversational AI expertise, product partnership, Lean/Six Sigma, operational analytics
Technologies
Enterprise Voice, IVR, Conversational AI, Automation
Responsibilities
Develop strategic roadmaps for voice and contact center capabilities; Partner with innovation leadership to establish priorities; Analyze customer journeys to identify friction points; Develop data-driven business cases for investment decisions; Lead operational readiness planning for new capabilities; Facilitate governance forums and executive reviews
Seniority
Senior, hands-on IC