Program Manager, Agent Experience - Remote / Hybrid

Pay Philosophy

The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location.

The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role.

Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and / or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

Description

This role may have in-office requirements based on candidate location

Direct Distribution is responsible for writing 400K net new business policies annually 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 US Retail Markets 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 Direct Response Center (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 execution of these programs.

Responsibilities

• Develops and delivers sales agent experience programs.
• Draws connections between the desired sales agent experience and current state agent experience research, design thinking practices, and other innovative techniques.
• Assists with reporting of KPIs that align to new programs and initiatives, and continually evaluates program KPIs to identify continuous improvement opportunities.
• Prioritizes within and across initiatives with support from manager in a structured way.
• Leverages project management tools for efficient delivery / execution.
• Collaborates with channel leaders and I&S operations and analytics partners to build an engaging, seamless, and universal experience for DRC agents.
• Partners with stakeholders to conduct moderate complexity research and data analytics to better understand targeted audiences and desired behaviors.
• Supports primary and secondary research efforts to uncover agent experience data points that influence and support agent-centric principles.
• Helps identify targeted areas for improvement and leverages basic to intermediate tools / practices to solve business needs.
• Advocates for the Agent in assigned channels by proactively identifying experience improvement opportunities in assigned programs.
• Supports the creation of presentation materials to business leaders.
• Executes existing monthly and annual sales agent recognition programs.

Qualifications

• Bachelor s degree and a minimum of 3 5 years of relevant experience within a customer-centric-driven organization
• Intermediate to 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
• Agent-facing experience (e.g., Sales, Service, Claims, Underwriting, Marketing) desired
• Advanced presentation, influencing, relationship management and communication skills
• Ability to work in a fast-paced environment on multiple priorities
• Ability to work under ambiguity, shifting focus to areas of highest value
• Passion for change and challenging the status quo
• PMP certification a plus

About Us