Sr. Program Manager

Position Summary

This contractor role is designed to accelerate the Plan Management organization's AI communications integration efforts. The selected candidate will support operational readiness, documentation, testing, and training activities associated with AI-driven automation and and bot deployment. While the primary focus is on project-specific responsibilities, candidates must have experience in retirement recordkeeping and Plan Management to potentially cover Plan Manager duties as needed to allow tenured, SME resources to support the project.

Key Responsibilities

Plan Manager Project Support

Perform email labeling and data extraction to support AI mining and BOT accuracy.

Participate in project meetings with SMEs to provide input and ask clarifying questions.

Execute QA tasks typically performed by PMs to validate BOT outputs and form accuracy.

Conduct post-go-live check-ins to assess user experience and BOT performance, including monitoring for system release impacts.

Develop and update procedures and job aids for onboarding new hires into AI comms integration and offboarding individuals exiting Plan Management.

Create and maintain a Q&A reference document for Plan Managers and leadership.

Manage the 'issues log' on the project SharePoint site, tracking pain points, unexpected results requiring IT review, and blocked domain names from auto-forwarding.

Serve as the primary point of contact for PMs to report issues and coordinate resolution with the project team.

Coordinate and execute user testing before go-live and during troubleshooting phases.

Facilitate team training sessions across PM teams prior to go-live.

Perform email labeling and data extraction to support AI mining and BOT accuracy.

Plan Management Support (As Needed)

Serve as contact for assigned plans, TPAs, advisors, and brokers.

Resolve service and communication issues through collaboration with internal teams.

Manage daily service needs and transactions for assigned clients.

Liaise with Central Services, Compliance, Financial Control, and other support units.

Support relationship management in client service.

Apply operational best practices to ensure efficient plan operations.

Qualifications

Minimum 5 years of experience in financial services, preferably in retirement recordkeeping or Plan Management.

Strong communication skills across all levels of the organization.

Proven ability to manage sensitive client relationships and complex service issues.

Experience with documentation, training, and QA processes.

Strong experience with workflow ticketing systems, Omni 5.2/7.4, Salesforce.

Strong organizational, analytical, and project management skills.

Preferred Attributes

Process improvement and documentation experience.

Experience supporting AI initiatives or BOT deployment in operational settings.

Ability to work independently and collaboratively in a fast-paced, evolving environment.

Comfort with ambiguity and a proactive approach to problem-solving.