Sr Program Manager, Agent Experience

Description Direct Distribution is responsible for writing new business 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 USRM 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 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 today execution of these programs. Responsibilities Develops, delivers, and enhances agent experience programs and considers how these programs affect the organization. Owns full lifecycle management of our flagship recognition program - Direct Sales Excellence. Manages multiple programs of moderate scope and complexity. Utilizes current state agent experience research, design thinking practices, and other innovative techniques, as well as a basic understanding of strategic business challenges, to identify, design and create tools, programs, and content that improve the agent experience. Supports creation of KPIs that align to new programs and initiatives and continually evaluates program KPIs to identify continuous improvement opportunities. Effectively prioritizes initiatives and program improvements, using data-informed business cases, and optimizing for speed-to-market and efficient delivery. Incorporates input from agents, stakeholders, and management into program roadmap while effectively negotiating tradeoffs of conflicting priorities based on value to the business and customer. Effectively leverages project management tools to line up delivery partners and anticipate dependencies and roadblocks for efficient delivery. Collaborates with Direct Leadership, Finance and Event Planning to implement programs and build a seamless and universal experience for agents. To run programs, may engage with and continuously improve technology platforms, either 3rd party or in-house. Conducts primary and secondary research to identify and evolve our understanding of agent needs. Supports agent interview and focus group efforts, understanding agent usage of current or proposed programs. Identifies and implements continuous improvement opportunities for programs based on agent or other stakeholder feedback. Operates as the primary point of contact, aligning, and delivering effective communication to Channel Senior Leadership, Finance, Event Planning, and Analytics on program decisions, budget trade-offs, and risk escalation, with broad latitude and minimal oversight. Qualifications Bachelor`s degree and a minimum of 5 to 8 years of relevant experience within a customer-centric-driven organization 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 required Ability to manage multiple stakeholders to a timeline Agent-facing experience (eg, Sales, Service, Claims, Underwriting, Marketing) High degree of adaptability and previous experience using influence / persuasion skills in a matrixed environment Strong presentation and communication skills required Ability to work in a fast-paced environment and work on multiple priorities Ability to work under ambiguity, shifting focus to area of highest value, and willingness to move on from initiatives that prove to be less valuable Passion for change and challenging the status quo, and an ability to engage others PMP certification a plus About Us 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. At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefits Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law. Fair Chance Notices California Los Angeles Incorporated Los Angeles Unincorporated Philadelphia San Francisco