Program Manager, Product Operations (Financial)

Program Manager, Product Operations (Financial)

AARP is one of the nation's largest nonprofit organizations and is leading a revolution in the way people view and live life after 50.  At AARP, we are involved with the daily lives of more Americans in more ways than you can imagine.  If you're ready, here's your chance to take action and make an impact.

Manages the day to day business operations, report development, business integration, impact analysis and trending, and oversight of service provider operations, multiple products, or high complexity product programs in the Financial vertical.  Defines, refines, and promotes integration architecture vision through collaboration with key individuals within AARP/AARP Services.  Works with other departments to develop rules and governance related to data transfer and capture. Works collaboratively with Program Manager and Marketing Manager to coordinate efforts that impact the program.  Identify opportunities for enhancing the member experience and our sales capabilities.  Assist in the development of strategic operating plans to ensure alignment of AARP Services’ internal and Provider Contact Centers with AARP Services’ business objectives to help better manage member and prospect interactions.  Assist in the development, publishing and implementation of best practices and measures across all contact centers in the Financial vertical.

1. Manages the day to day operations at the provider(s) with a focus on outcomes, the operations, fulfillment, IT systems and call centers.
2. Leverages existing technology and relationships whenever possible to maximize the member experience and AARP Services investment.
3. Identifies or approves and implements operating requirements and reporting mechanisms to provide detailed functional operating information related to fulfillment, customer service, enrollments, capacity/volumes, mail operations, production work and call center service levels.
4. Assists with the transition of new business or the integration of new products/services to include business processes and operational planning. 
5. Uses sound judgment in the assessment and analysis of internal and external business factors impacting area of operations to ensure the successful development or appropriate strategies and options in managing operations and change.
6. Works collaboratively with counterparts in product and marketing areas to ensure coordination of efforts that impact the program and/or member.
7. Provides oversight of provider(s) processes, procedures, training, and monitoring of sales/service operations.
8. Reviews current business related processes for efficiency/effectiveness and quality improvement opportunities.
9. Analyzes business and related data to ensure contractual agreements are upheld.
10. Oversee the development and management of systems to ensure compliance with all contractual terms regarding operations.
11. Demonstrates a ONE AARP cultural attributes and behaviors in all interactions.
12. Works to identify, monitor and help providers implement operations requirements & reporting mechanisms to obtain info related to fulfillment, customer service, enrollment and utilization. 
13. Develops reports, analyze trends and implement solutions in managing product operations.
14. Review, rate, and identify approved contact centers for AARP Services new providers.
15. Engage in the development & oversight of action plans to improve contact centers that are not meeting our standards for a positive member experience.
16. Develop Service Level Agreements that contact centers will follow.
17. Develop AARP Services Contact Center Standards and Requirements.
18. Leads efforts within AARP Services to create success metrics, provides ongoing analysis of program operations, and makes necessary changes to enhance value over time, including performance measurements for various channels, member satisfaction, etc.

 

Requirements

1. Degree in Business, Healthcare, or Marketing preferred and 3-5 years of relevant and progressively responsible experience in product development/management, operations, government programs, or a non-profit organization engaged in social welfare, advocacy, and/or business initiatives; or an equivalent combination of training and experience related to the duties of the position. 
2. Excellent written, verbal, visual/presentation and interpersonal communication skills.
3. Proven ability to lead a diverse team of direct and indirect reports.  The ability to act as a change agent by communicating a compelling and inspiring message about the vision, to rally support of management and throughout the association, and to motivate the team to the highest standards of performance.
4. In depth program/product knowledge in all areas (operations, development, marketing/sales, service, claims, etc) of program(s) supported.
5. Demonstrate ability to participate in a team-based department and effectively participate in cross-functional teams to meet business objectives and influence co-workers and business partners in fostering strong working relationships.
6. Ability to communicate and work effectively with multiple levels of disciplines of Program Providers. 
7. Ability to make good decisions through a combination of analysis, knowledge, experience and the ability to exercise good judgment in sensitive situations.
8. Proactive manager that fully understands the principles of continuous improvement; constantly evaluates and identifies areas for improvement and initiates positive change.
9. Experience with Six Sigma and project management methodologies with demonstrated plan to work toward certification in one or both areas.
10. Strong organizational skills and the ability to identify needed steps/actions to be taken to professionally and effectively manage operations.
11. Excellent PC skills, including Microsoft Word, Excel, PowerPoint and layout and graphic tools.
12. Willingness to travel.

Qualified candidates are invited to apply on-line at:  (see IVS- Analyst, Reporting & Strategic Analysis.) We are an Equal Opportunity Employer that values workplace diversity.

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision, and life insurance, STD/LTD, paid vacation and sick, and other benefits.