Job Description

Job Summary

We are seeking an experienced Project Manager to lead and coordinate strategic initiatives. This role is responsible for planning, executing, and delivering complex cross-functional projects that enhance digital capabilities, improve customer experience, and drive measurable business and customer value. The Project Manager will partner with product, digital, technology, experience design, analytics, operations, risk, and business teams to translate strategic priorities into executable plans and ensure initiatives are delivered effectively.

The ideal candidate combines strong project management, stakeholder management, digital delivery, analytical thinking, and business acumen with the ability to operate in a complex, cross-functional environment.

Key Responsibilities

• Lead the planning, execution, monitoring, and delivery of strategic digital and customer/member-focused projects.
• Develop comprehensive project plans, including scope, objectives, milestones, timelines, dependencies, resources, risks, and deliverables.
• Manage multiple projects and workstreams simultaneously while ensuring alignment with organizational priorities.
• Partner with business and technology stakeholders to translate strategic objectives into actionable project plans.
• Coordinate cross-functional teams across Digital, Product, Technology, UX/Design, Analytics, Marketing, Operations, and other business functions.
• Establish project governance, operating cadence, status reporting, and escalation processes.
• Identify, track, and manage project risks, issues, assumptions, and dependencies and develop appropriate mitigation strategies.
• Facilitate project meetings, working sessions, leadership reviews, and decision-making forums.
• Monitor project progress against established milestones, budgets, objectives, and success measures.
• Provide clear and concise project updates, executive-level reporting, and recommendations to leadership and key stakeholders.
• Identify opportunities to improve digital experiences, customer/member journeys, operational processes, and business outcomes.
• Partner with analytics teams to define and monitor KPIs and success metrics associated with project outcomes.
• Use customer/member insights, operational data, and business performance metrics to support project prioritization and decision-making.
• Support the development and execution of initiatives designed to increase customer/member engagement, satisfaction, retention, adoption, and overall value.
• Coordinate change management, communication, training, and implementation activities associated with project delivery.
• Ensure projects comply with applicable governance, risk, regulatory, security, and organizational standards.
• Drive continuous improvement by identifying lessons learned, process enhancements, and opportunities to improve delivery effectiveness.

Skill Requirements

• Project Management
• Program Management
• Digital Transformation
• Customer Experience
• Project Planning & Execution
• Cross-Functional Leadership
• Stakeholder Management
• Risk & Issue Management
• Dependency Management
• Agile Delivery
• Business Transformation
• Digital Product Delivery
• Customer Journey Management
• Data & Analytics
• KPI & Performance Measurement
• Executive Communication
• Change Management
• Process Improvement
• Strategic Planning

Other Requirements

• Bachelor’s degree in business administration, Project Management, Information Technology, Management, Finance, Marketing, or a related discipline, or equivalent professional experience.
• 6+ years of experience in project management, program management, digital delivery, business transformation, or a related field.
• Demonstrated experience managing complex, cross-functional projects from initiation through implementation.
• Experience developing and managing project plans, schedules, milestones, risks, dependencies, and deliverables.
• Strong understanding of project management methodologies and delivery frameworks.
• Experience collaborating with business, product, technology, and operational teams.
• Ability to manage multiple priorities and projects within a dynamic environment.
• Strong problem-solving, analytical, organizational, and decision-making skills.