Project Manager
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Leads cross-functional initiatives, system enhancements, and process improvement projects, ensuring projects are completed on time, within scope, and aligned with business goals.
- Data analysis and trend identification
- Process optimization & SOP creation
- Quality assurance and performance metrics
- Operational workflows and capacity planning
- Problem-solving & root-cause analysis
- Change management & process rollout
- Cross-functional coordination between underwriting, operations, compliance, IT, and product teams
- Project scoping, planning, and timeline development
- Program/project governance
- Requirements gathering & documentation
Key Skills & Competencies
Support Home’s goal of 79% persistency by balancing our non-renewal and cancelation actions
Support execution of book rolls and acquisitions.
Make Plymouth Rock Home more competitive by limiting Service & Underwriting’s controlled expense growth
Department Customer Satisfaction: 85%
Support the implementation in both Service and Underwriting to leverage artificial intelligence solutions to deliver improved efficiency, effectiveness, and/or experience.
KPIs
Role Development
Guidelines for Promotion into this Role
Mastered skills for phone and processing support
Strong interpersonal skills, with experience training, mentoring and coaching individuals of varying skillsets
Skilled at handling escalated service requests
History of modeling behavior as it relates to production, adherence and commitment to great service
Track record of successful project work
Strong attention to detail
Beyond this Role
Common Next Roles
Supervisor
Director
Similar Roles
Coming soon!