[ref. w15612002] Vice President of Customer Experience Program Implementation

About Patra:

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

Core Duties:

Project Management responsibilities will be within the Customer Experience division and SME project staffing will come from a shared services pool managed under a matrix management model.

Responsibilities:

• Establish the initial PMO that contains:
• The fundamental structure, operating guidelines, governance framework and reporting
• Project management standards, processes, and best practices, ensuring that projects are executed efficiently and to ensure optimal utilization of resources.
• Manage a set of enterprise-based Projects to ensure they are completed in the most efficient and rapid manner so that the Service Delivery can start - which is the start of value proposition realization to the customer and the start of Revenue for Patra. These projects must:
• Have documented and up to date project plans
• Be jointly developed with our customers
• Be managed and monitored on a weekly basis (TBD based upon the size and scope of the project)
• Contain clear and accurate reporting per the standards within the PMO methodology
• Work closely with both the Sales & Implementation teams to obtain clear and accurate information related to when Deals are expected to sign so that this information can be used for resource planning by the implementation team.
• Establish and execute a change management process between Patra and the Customer to ensure we are implementing the specific set of Service(s) within each SOW that is executed between Patra and the customer.
• Scope of responsibility will be from the late stages (Stage 4) of the Sales Cycle to the start of service Delivery to ensure Projects begin to ramp according to projections/expectations.
• Provide Portfolio level reporting so that there is a consolidated view of the Projects in-process, and the reporting provides key information such as: Milestone dates, PARR value by line item and at the consolidated level, RAG status and "next-step" based comments.

Experience & Skills:

• Deep experience with a PMO and its role across multiple functions.
• A command of Project Management Methodologies. PMP Certified Preferred but not required.
• Analytical and quantitative skills, creating weekly/monthly reporting for clients on status of OKRs.
• 15+ years of B2B professional experience in technology and/or professional services or advisory servicing with Insurance Consulting organizations.
• Experience with Contract Processes (MSA's, SOWs, Addendums, etc.) and change management process.
• Excellent communication skills - with both customers and internal stakeholders
• Creative and outside-the-box thinker.
• Ability to work in a decentralized organization.
• Fluent in Microsoft Office Tools: Excel, PowerPoint, Solutioning tools like MIRO, Trello, MS Project, and/or Lucid Chart.

Education:

• Bachelor’s Degree

Target Companies/Industries:

• Technology Companies
• Services and Professional Services Companies

• Work from home; must have fast broadband access

• Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
• Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned
• Subject to and expected to comply with all applicable Patra Corp policies and procedures

Equal Employment Opportunity:

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.