Claims Innovation Project Manager

GEICO is an auto insurance company seeking a Claims Innovation Project Manager to serve as the business lead for Enterprise Voice and Contact Center Transformation. The role will develop strategy, lead cross-functional transformation initiatives, improve customer and associate experiences, and drive measurable operational and financial outcomes across Claims and other service organizations.

Responsibilities:

• Serve as the Claims business owner for enterprise voice and contact center capabilities
• Develop and maintain strategic roadmaps that align business priorities with customer and operational needs
• Identify opportunities to improve customer experience while reducing cost to serve
• Partner with Claims Innovation leadership to establish priorities and success measures
• Support the business strategy for customer self-service, IVR modernization, contact center automation, and conversational AI efforts
• Ensure initiatives support broader operational and customer experience objectives
• Evaluate emerging technologies and recommend business applications that deliver measurable value
• Champion innovation while balancing risk, compliance, and operational readiness
• Analyze customer journeys and operational processes to identify friction points and improvement opportunities
• Drive initiatives that improve containment, reduce transfers, simplify customer interactions, and improve service outcomes
• Establish business requirements and success criteria for new capabilities and enhancements
• Monitor performance metrics and ensure initiatives achieve intended business outcomes
• Act as the primary bridge between Operations, Product Management, Engineering, Analytics, Legal, Compliance, and Customer Experience teams
• Build alignment across diverse stakeholder groups to ensure successful execution
• Influence without direct authority and lead through complex organizational change
• Facilitate governance forums, steering committees, and executive reviews
• Develop data-driven business cases to support investment decisions
• Define KPIs and measurement frameworks for major initiatives
• Track results and communicate operational, customer, and financial impacts to leadership
• Ensure benefits realization following implementation
• Lead operational readiness planning for new capabilities and customer experiences
• Partner with business leaders to drive adoption and sustainable process changes
• Coordinate training, communications, and stakeholder engagement activities
• Serve as a trusted advisor during large-scale transformation efforts

Requirements:

• Bachelor's degree or equivalent experience
• 8+ years of progressive leadership experience in Claims, Contact Center Operations, Customer Experience, or related operational functions
• Experience leading large-scale operational or digital transformation initiatives
• Strong understanding of customer service operations, claims workflows, and contact center environments
• Demonstrated ability to influence senior leaders and drive cross-functional alignment
• Experience developing business cases, operational metrics, and executive presentations
• Exceptional communication and stakeholder management skills
• Property & Casualty insurance experience
• Contact center operations leadership experience
• Experience with IVR, conversational AI, automation, or digital servicing capabilities
• Product partnership or technology delivery experience
• Lean, Six Sigma, process improvement, or change management experience
• Experience working with customer experience measurement and operational analytics