Senior Manager - Problem Management Operations

Senior Manager, Problem Management Operations

In this role, the individual will collaborate closely with Product Management, Corporate Compliance, Research and Development, Site Reliability Engineering and Product Technology to support and advance the management of problems. They will ensure proactive stakeholder engagement and manage integration points and processes. Additionally, they will lead a team focused on driving productivity through clear communication, streamlining initiatives, and identifying and removing obstacles.

Job Responsibilities

· Leadership and Team Management: Lead, mentor, and develop a team of problem management professionals with expertise in the insurance sector. Foster a collaborative environment that promotes innovation and continuous learning.

· Problem Resolution: Oversee the end-to-end problem management process, ensuring timely and effective resolution of incidents and root cause analysis. Drive the team to identify recurring issues and implement long-term solutions.

· Stakeholder Collaboration: Partner with cross-functional teams, including Product Management, IT Operations, and Business Units, to align problem management activities with business objectives and ensure seamless communication and collaboration.

· Process Improvement: Identify opportunities for process optimization within problem management and across the organization. Implement best practices and industry standards to enhance efficiency and effectiveness.

· Reporting and Analytics: Develop and maintain metrics, dashboards, and reports to monitor problem management performance. Provide insights and recommendations to senior leadership based on data-driven analysis.

· Risk Management: Proactively identify potential risks and issues related to problems. Develop strategies to mitigate risks and ensure business continuity.

· Customer Focus: Ensure that problem management activities are aligned with customer needs and expectations. Strive to enhance the customer experience by minimizing the impact of issues on business operations.

Preferred Qualifications:

· Experience using quantitative and qualitative data to inform decisions and drive change.

· Attention to detail and ability to adapt to ongoing change.

· Proven experience in managing and leading high-performing teams.

· Deep understanding of insurance business processes, systems, and regulatory requirements.

· Excellent problem-solving skills with a strategic mindset.

· Strong communication and interpersonal skills, with the ability to influence stakeholders at all levels.

· Proficiency in problem management tools and methodologies.

· Demonstrated experience influencing leadership and setting expectations for large cross-functional initiatives

· Knowledge of business intelligence / reporting tools such as PowerBI, Grafana, Tableau, Superset is required.

· Must be able to analyze, troubleshoot, conceptualize and report on data at all levels (e.g. run the business vs executive summaries).

Basic Qualifications:

· Bachelor's degree or equivalent work experience

· 6+ years of experience in leadership positions with proven record of accomplishment in managing portfolios

· 6+ years in supporting major product portfolios

· 5+ years with agile methodologies

· 2+ years of experience hiring, managing, and developing associates.

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Annual Salary

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location.  Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.