Program Management Manager

Program Management Manager **Job Summary** Develops and implements strategic plans for development, improvement and distribution of program. Responsible for implementing program enhancements to ensure member value and relevance. Responsible for development of programs, developing program goals, developing and coordinating implementation of partners and enhancements to programs, developing and managing growth/penetration, managing monthly forecasts, managing the program revenue, and managing partner relationships to maximize performance and relevance of the program. Provides informed hand-off to Education, Training & Development for training requirements to Communications for internal awareness and member facing updates; and to Information Systems for technology and applications support for the claims program(s). Monitors program performance metrics, including claims cycle time, ROI, severity, member satisfaction, retention, and operational efficiency. Researches industry trends, regulatory changes, and competitive benchmarks to recommend improvements that support AAA’s claims strategy and objectives. Conducts market and competitive research in order to effectively evaluate marketing plans and goals, and to develop optimum sales/service/distribution effectiveness. Negotiates and manages outside vendor contracts and partner relationships to ensure partner engagement and to provide value to partners as well. Evaluates, develops and oversees plans to enhance distribution strategies to achieve program objectives. Reports findings and recommendations to senior management. Works with teams of Business Stakeholders and Product Owners to ensure claims program objectives are met. **Job Duties** - Strategic Program Development and Enhancements: Directs the development, planning and implementation of program and process development for enhancements to program that result in greater member/policyholder acquisition and/or retention. Responsible for developing innovative and creative solutions that meet existing market needs, increase the value of current programs and/or product features and benefits. Utilizes trends, developments in the marketplace and voice of the customer research to shape program and offerings. Activities include, but are not limited to, conducting thorough market analysis and research, increasing usage, developing and implementing new program features, developing programs to increase revenue and member/policyholder relevance. Responsible for managing timelines and internal and external resources to launch partners, programs, enhancements to program on time and within budget. - Internal/External Partner Management**:** Responsible for new partner acquisition and partner retention of outside partners to enhance the program when appropriate. Responsible for establishing and managing key internal relationships with core operating units that are involved in or affected by assigned programs. Provide strategic insight and use of market research to identify partner offering gaps that are relevant to members/policyholders. Acquire partners that ensure member value and fill member needs/relevance gaps. Manage partner relationships including contract negotiations, product offering, internal/external partner expectations, external partner and/or internal marketing efforts, and additional incremental member/policyholder value offers to improve retention. Proactively communicate with partners and sales team to support partner retention. Responsible for understanding partner industry, representing the club in partner meetings, and collaborating with partners to increase member relevance and usage. Continue to monitor and achieve partner retention and acquisition goals to support the overall program and Club objectives. - Oversee the implementation of strategic communication plans for the assigned claims program. Research market for business opportunities and ensure integration of Claims program with the Club’s MRM strategy. - Act as…