Program Manager - Agent Operations

Seattle, WA or Remote

Assurance IQ, LLC logo
Assurance IQ, LLC
Life is full of opportunities, and at Assurance, we'll help you quickly find the insurance and financial solutions that best fit your unique needs.
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About AssuranceAssurance IQ is a technology company headquartered in Seattle. We were acquired by Prudential (NYSE: PRU) to further the joint mission of improving financial wellness across the world.
Our team of world class software engineers, data scientists, and business professionals work every day to expand our product offerings and the reach of our platform. We simplify the complex world of insurance and financial services into straightforward, valuable solutions to improve people's lives. We start by asking customers a few questions, so our system can learn about their needs; from there, our ground-breaking, proprietary platform takes over and analyzes the thousands of data points that make customers unique. This is how we create custom-tailored plans for each customer; plans built precisely for their needs and budget. Our platform serves as the intersection between customer and seller, technology, and the human touch.
At Assurance, we are innovative, persevering, collaborative, calculated, and authentic, and we're working together to improve the lives of millions!
About the PositionThis is an exciting opportunity to join an organization revolutionizing financial well-being. Assurance helps consumers with access to great products via one of the best agent workforces in the country. The Program Manager – Agent Operations will play a key role in developing programs that support and retain agents.This position is responsible for developing and executing operational initiatives and programs that support operational controls and workforce management while improving agent retention. The incumbent will further develop programs including Financial Resource Center, Agent Perks, Agents Personal and Professional Development, Agent Controls, Agent Forum.
A successful candidate will be self-motivated with strong client service and organization skills. They will seek opportunities to automate and optimize processes and technologies. This candidate will also possess strong communication skills (written, oral, and presentation), be comfortable with ambiguity, and have the technical skills to talk to engineers and product managers.

Responsibilities

  • Create or develop the programs as defined by the team
  • Promote and communicate initiatives to agents to create adoption
  • Monitor organizational processes and performing analysis to measure program effectiveness
  • Update appropriate documentation as required
  • Communicate frequently with Senior Leadership on program status as well as agent needs and preferences
  • Vendor discovery, evaluation, contracting, and management
  • Participate in vendor and service contract reviews to ensure compliance with the company’s policies
  • Assist in the implementation and understanding policies, processes, and monitoring of program compliance
  • Focus on Strategic Project Management

Qualifications

  • 3+ years as a program manager in a fast-moving, enterprise environment  
  • High growth startup experience a plus
  • Proficient computer software knowledge, including Atlasssian (ServiceDesk, Jira, Opsgenie, Confluence), Microsoft O365 suite, Sharepoint, Intercom, Zendesk
  • Basic technical skills to be able to communicate effectively with software engineers and product managers (software engineering skills not required)
  • Data-driven and general business intelligence skills to talk data analysis with high-level data scientists 
  • Excellent customer service skills with an emphasis on listening and documenting client needs
  • Effective communication skills to both technical and non-technical audiences
  • Detail-oriented and able to work independently in a fast-paced environment
  • Bachelor’s Degree or Equivalent Experience
Job region(s): North America
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