Project Manager, Insurance Customer Experience (USA Remote)
USA NC Home based (CSC Location), United States
Job Description:
The Manager, Project Management is a strategic and operational leader within the Customer Experience Voice of the Customer (VoC) team. This individual is responsible for managing multiple projects that drive customer satisfaction, operational efficiency, and team success. The role combines leadership, organization, and technical expertise to manage projects, improve processes, and deliver measurable results aligned with the team’s and organization’s goals.
The ideal candidate will possess strong project management skills, a collaborative mindset, and the ability to communicate effectively with diverse stakeholders, from operational teams to senior executives.
Key Responsibilities:Project Management:
Plan, manage, and execute complex projects to ensure timely delivery, adherence to scope, and alignment with organizational goals. Identify risks, mitigate challenges, and maintain clear communication with stakeholders to ensure project success.
Develop, implement, and manage project plans, ensuring that scope, timeline, budget, and quality expectations are met. Identify risks, create mitigation strategies, and proactively resolve project challenges. Lead cross-functional teams to ensure alignment and drive project completion. Maintain a detailed project schedule and provide regular updates to stakeholders on project progress, milestones, and deliverables.
Customer Survey Process Management:
Design, program, and deliver customer feedback surveys for ISB Customer Community events on time. Analyze results to extract actionable insights and create LLAs (Listen, Learn, Act) to drive customer satisfaction and loyalty, while sharing results with the event team to inform future improvements.
Collaborate with the event team to design, program, and test feedback surveys for ISB Customer Community events. Provide the event team with survey links for customer distribution. Analyze survey results, develop actionable insights, and create corresponding Listen, Learn, Act (LLA) documents for input into the LLA process. Deliver survey insights and reports to the event team and other stakeholders.
PMO Excellence:
Establish a streamlined reporting process to provide weekly updates on team accomplishments, progress against key projects, and challenges. Include metrics and insights from PowerBI dashboards to ensure leadership has clear visibility into project performance and outcomes.
Establish and manage a high-functioning Project Management Office (PMO) to monitor, report, and guide team initiatives. Create and deliver weekly reports summarizing team accomplishments, project progress, challenges, and leadership asks. Integrate data-driven insights from PowerBI dashboards into reporting.
Product Operations Management:
Document and implement standardized product operations processes, including templates and review cadences, to ensure alignment and consistency across all product lifecycle management activities.
Document and standardize product operations processes, including templates, to support lifecycle management. Manage scheduling and execution of review cadences, including gate reviews and milestone tracking. Ensure consistent communication and alignment with product managers and owners.
Process Improvement:
Identify and implement measurable process improvements that enhance efficiency, streamline workflows, and improve customer satisfaction. Focus on introducing tools and practices that deliver significant value to the team and organization.
Evaluate and enhance existing processes to increase efficiency, improve customer satisfaction, and align with best practices. Identify opportunities for automation and implement tools to optimize workflows.
Team Enablement:
Provide coaching and support to teams to ensure they are fully prepared for leadership reviews and project milestones. Foster a collaborative environment and continuously develop team capabilities, achieving high satisfaction from participants in coaching sessions.
Foster collaboration across teams, ensuring alignment with strategic goals and customer-focused outcomes. Partner with the Customer Experience Senior Director to prepare teams for leadership reviews and key project milestones.
Reporting and Analysis:
Leverage tools such as Microsoft Excel, Salesforce, and the Microsoft Power Platform (PowerBI, Automate, Query) to track, analyze, and report on project performance and team metrics. Use data insights to guide decision-making and recommend strategies to improve project outcomes.
Key Qualifications:Education and Experience:
- Bachelor’s degree in business, project management, or a related field (advanced degree preferred) or proven competency based on experience.
- Minimum of 5-7 years of experience in project management, with a strong preference for experience in customer experience or product operations.
Technical Skills:
- Proficiency in project management tools and methodologies (project management certification preferred: PMI, Agile, …)
- Advanced proficiency in Microsoft Excel, Salesforce, and Microsoft Power Platform tools (PowerBI, Automate, Query).
Core Competencies:
- Exceptional organizational skills with the ability to manage multiple, complex projects simultaneously.
- Strong analytical and problem-solving skills to drive actionable insights from data.
- Excellent communication skills, with the ability to convey complex information to both technical and non-technical audiences, including senior leadership.
Leadership and Collaboration:
- Proven ability to lead cross-functional teams and influence without direct authority.
- Experience coaching and mentoring team members to improve performance and capabilities.
Personal Attributes:
- High attention to detail, with a proactive and results-driven mindset.
- Adaptability to changing priorities and a fast-paced work environment.
- Strong commitment to delivering high-quality work that meets or exceeds expectations.
Change Management:
- Lead change management initiatives to ensure smooth adoption of new processes, tools, and systems.
- Product Operations Consistency: Document and implement standardized product operations processes, including templates and review cadences, to ensure alignment and consistency across all product lifecycle management activities.
- Results: Document and standardize 100% of processes and templates within six months. Ensure a 90% on-time completion rate for gate reviews and lifecycle milestones.
- ISB Event Survey Management: Design, program, and deliver customer feedback surveys for ISB Customer Community events on time. Analyze results to extract actionable insights and create LLAs (Listen, Learn, Act) to drive customer satisfaction and loyalty, while sharing results with the event team to inform future improvements.
- Results: Deliver 100% of surveys on time, with LLAs created for all survey results within two weeks of closure. Provide actionable insights to the event team within one week of analysis.
- Project Management: Plan, manage, and execute complex projects to ensure timely delivery, adherence to scope, and alignment with organizational goals. Identify risks, mitigate challenges, and maintain clear communication with stakeholders to ensure project success.
- Results: Complete 95% of projects on time, within scope, and aligned with goals. Proactively mitigate 90% of risks to minimize disruptions.
- PMO Reporting: Establish a streamlined reporting process to provide weekly updates on team accomplishments, progress against key projects, and challenges. Include metrics and insights from PowerBI dashboards to ensure leadership has clear visibility into project performance and outcomes.
- Results: Deliver weekly reports with 95% accuracy, incorporating key PowerBI metrics. Achieve 90% adoption of the centralized project tracking dashboard.
- Reporting and Analysis: Leverage advanced tools like PowerBI, Excel, and Salesforce to track, analyze, and report project and team performance metrics. Deliver actionable insights and recommendations to leadership, enabling data-driven decision-making.
- Results: Provide insights from all tracked metrics, with three actionable recommendations per quarter. Deliver 100% of reports on time, maintaining <2% error rate.
- Process Improvement Implementation: Identify and implement measurable process improvements that enhance efficiency, streamline workflows, and improve customer satisfaction. Focus on introducing tools and practices that deliver significant value to the team and organization.
- Results: Implement three measurable process improvements annually. Achieve a 10% year-over-year improvement in workflow efficiency.
- Team Enablement and Readiness: Provide coaching and support to teams to ensure they are fully prepared for leadership reviews and project milestones. Foster a collaborative environment and continuously develop team capabilities, achieving high satisfaction from participants in coaching sessions.
- Results: Facilitate monthly coaching sessions with 80% positive feedback. Ensure 100% readiness for leadership reviews and key milestones.
Work Environment:
- Home office setting, remote work within the United States.
- Schedule: 8:00 AM to 5:00 PM CST, Monday through Friday.
About DXC:
DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.
At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.
Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.
Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $91,400 - $169,700.Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.
If you are an applicant from the United States, Guam, or Puerto Rico
DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.
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ApplyJob Profile
Guam Home Based Puerto Rico Remote
Benefits/PerksCollaborative environment Competitive benefits Disability Insurance Employee wellness Health, dental, and vision insurance coverage Life and Disability insurance Paid holidays Paid Time Off Remote-first company Remote work Retirement savings Retirement savings plan Vision Insurance Vision insurance coverage
Tasks- Analyze customer feedback
- Collaboration
- Communicate effectively
- Communication
- Design
- Document
- Document product operations
- Ensure timely delivery
- Establish reporting processes
- Identify opportunities
- Identify risks
- Implement
- Implement process improvements
- Implement tools
- Improve processes
- Manage projects
- Mentoring
- Mentoring team
- Process Improvement
- Process Improvements
- Resolve project challenges
- Test
Agile Analysis Analytical Analytics Applications Attention to detail Automation Best Practices Business Processes Business Process Outsourcing Change Management Cloud Coaching Collaboration Communication Cross-functional Team Leadership Customer Experience Customer experience transformation Customer Feedback Customer Satisfaction Data analysis Data Architectures Engineering Events Excel Hybrid Clouds Implementation Innovation Insurance IT Outsourcing IT services Leadership Lifecycle Management Management Mentoring Microsoft Excel Microsoft Power Platform Modern Workplace Operational Efficiency Operations Operations Management Organization Organizational Outsourcing Power BI Problem-solving Process Improvement Process improvements Project Management Project management tools Reporting Risk Management Salesforce Scalability Security Social media Stakeholder communication Survey design Technical Technology
EducationAdvanced degree Business Degree in Business Engineering IT Management Related Field
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9