Claims Innovation & Contact Center Transformation Lead

Lorikeet; Bethesda (MD); On-site; USD 120,000 - 180,000; Full time

Job summary

GEICO is seeking a strategic and results-oriented Claims Innovation Project Manager to lead enterprise voice and contact center transformation, partnering across Operations, Product, Technology, Analytics, Compliance, and Executive Leadership to modernize customer interactions and drive measurable outcomes.

This role will advance self-service, IVR modernization, automation, conversational AI, and governance across an assigned Claims Innovation portfolio, ensuring value realization and risk

Qualifications

• 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.

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.

Skills

Leadership experience

Transformation initiatives

Customer service operations

Influence senior leaders

Business cases

Operational metrics

Executive presentations

Education

Bachelor's degree or equivalent

Job description

GEICO is seeking a strategic and results-oriented Claims Innovation Project Manager to lead enterprise voice and contact center transformation, partnering across Operations, Product, Technology, Analytics, Compliance, and Executive Leadership to modernize customer interactions and drive measurable outcomes.

This role will advance self-service, IVR modernization, automation, conversational AI, and governance across an assigned Claims Innovation portfolio, ensuring value realization and risk