Liberty Mutual

Sr Program Manager, Agent Experience

Liberty Mutual • $100K — $120K *
US-AnywhereRemote in Somerville, MA
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 5-8 years in customer-centric roles
  • Expertise in agent experience and non-cash incentive practices
  • Strong organizational and program management capabilities
  • Proven ability to manage multiple stakeholders on tight timelines
  • Experience in agent-facing positions such as Sales, Service, or Marketing
  • Adaptable with excellent influence and persuasion skills in matrixed settings
  • Exceptional presentation and communication abilities
  • Skilled in navigating fast-paced environments with shifting priorities
  • Ability to thrive in ambiguity and focus on high-value areas
  • Passion for driving change and engaging others
  • PMP certification is advantageous

Responsibilities

  • Develop and enhance agent experience programs, considering their organizational impact
  • Manage the lifecycle of the Direct Sales Excellence recognition program
  • Oversee multiple programs of moderate scope and complexity
  • Leverage agent experience research and design thinking to create program tools
  • Establish and evaluate KPIs for new programs to identify improvement opportunities
  • Prioritize initiatives using data-driven business cases for efficient delivery
  • Incorporate stakeholder feedback into a program roadmap while managing trade-offs
  • Utilize project management tools for effective team coordination and risk mitigation
  • Collaborate with leadership and departments for a cohesive agent experience
  • Improve technology platforms to enhance program execution
  • Conduct research to better understand agent needs and preferences
  • Identify continuous improvement opportunities based on stakeholder feedback
  • Align with senior leadership on program communications and budget risks

Benefits

  • Dynamic work environment with a focus on agent experience
  • Opportunities for professional growth and leadership influence
  • Engagement in innovative program development and execution
  • Collaborative atmosphere with cross-departmental integration
  • Access to advanced project management tools and resources
  • Encouragement of continuous improvement and change advocacy
Full Job Description
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 Liberty Mutual

Since 1912, Liberty Mutual Insurance have committed theirselves to providing broad, useful and competitively-priced insurance products and services to meet their customers' ever-changing needs. Their delivery on this commitment is the reason they're now the third largest property and casualty insurer in the U.S. based on 2012 direct premium written according to the National Association of Insurance Commissioners.

Liberty Mutual Careers

Join the vibrant team at Liberty Mutual, a leading global insurance company, where your career is in your hands. At Liberty Mutual, we are committed to fostering an inclusive culture that values diversity and innovation. With a variety of job opportunities across multiple fields, this is where your professional journey can truly flourish.

Work You’ll Do

At Liberty Mutual, you’ll be part of a team that’s dedicated to empowering people to live safer, more secure lives. Whether you’re interested in a position in claims handling, underwriting, or customer service, you’ll find a platform here to enhance your skills and push the boundaries of what you can achieve.

Explore Our Job Opportunities

Liberty Mutual offers a range of career paths for both seasoned professionals and those just starting out. Our internship programs provide invaluable hands-on experience, helping to bridge the gap between education and full-time employment. For those seeking to grow their career, we offer positions that challenge and inspire, backed by benefits that support both professional and personal growth.

Innovate with Us

Innovation is at the heart of Liberty Mutual. We encourage our team to bring fresh ideas that drive industry leadership and improve customer experiences. By joining our team, you’ll collaborate with talented professionals who are keen on developing solutions that lead the market.

Develop Your Career

Liberty Mutual is deeply invested in the professional development of its employees. With comprehensive diversity training and leadership programs, we prepare you to take on leadership roles within the company. Networking opportunities within the company can lead to mentorship and further career advancement.

Benefits of Joining Liberty Mutual

Working at Liberty Mutual comes with numerous benefits. From competitive salaries to health and wellness programs, we ensure our team members are well taken care of. More than just a job, a position at Liberty Mutual is a stepping stone to a fulfilling career.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Liberty Mutual. We are actively hiring and looking for individuals who are passionate, curious, and ready to drive change. Enhance your resume, prepare for your interview, and become part of a company that values your unique skills and vision.

Stay Connected

Keep up to date with the latest from Liberty Mutual Careers by subscribing to our job alert emails. Tailor your subscription to match your career preferences and get insights into new postings and career tips directly from our team.

Liberty Mutual: A Place to Grow, Innovate, and Lead

Discover how you can make a difference. Visit our careers page to find the position that’s right for you and join a team that’s committed to growth, leadership, and innovation. At Liberty Mutual, your career is what you make it.
Learn more about Liberty Mutual
Size
45,000 employees
Industry
Finance & Insurance
Founded
1912
* Ladders Estimates

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