Customer Solutions Program Manager

92128, San Diego


Job Overview:

ICW Group is hiring a Program Manager to oversee the Customer Solutions Delivery Team focused on our external customers. This is a highly visible program that integrates large scale projects and ongoing production support, which can span multiple years.

General Summary:

  • Minimum Qualifications
    • 15+ years of experience required
      • 5+ years delivering digital customer solutions within an insurance, on-line banking or financial services organization.
    • Bachelor's Degree
    • PMP or successful completion of a recognized project management curriculum required.
  • Preferred Qualifications
    • Master's degree preferred.
    • Experience should include omni-channel, consumer experience solutions such as POS, mobile, and web portal applications, with integrated customer preferences and analytics data reporting.
    • SalesForce experience is preferred.
    • Artificial Intelligence (AI) and Decision Support (DS) functionality experience preferred.
    • Experience defining and managing governance models; operational and project budget planning and estimations.
    • Experience managing multiple large projects simultaneously and working with high visibility programs/projects and delivering reports.
    • Experience delivering internal business applications in support of the enterprise.


Oversees all planning and organizing for multiple projects for a highly visible assigned program.

  • Plans the delivery of the overall program and its activities in accordance with the mission and the goals of the organization.
  • Develops new initiatives to support the strategic direction of the organization.
  • Develops and implements long-term goals and objectives to achieve the successful outcome of the program.
  • Develops an annual budget and operating plan to support the program.
  • Develops a program evaluation framework to assess the strengths of the program and to identify areas for improvement.
  • Develops funding proposals for the program to ensure the continuous delivery of services.
  • Develops the production support strategy to meet the required Service Level Agreements.
  • Works with business leaders and executives to define the program roadmap and strategy.
  • Ensures that program activities operate within the policies and procedures of the organization.
  • Ensures that program activities comply with all relevant legislation and professional standards.
  • Develops forms and records to document program activities.
  • Oversees the collection and maintenance of records on the clients of the program for statistical purposes according to the confidentiality policy of the organization.

Evaluates and anticipates staffing needs for the assigned program.

  • Recruits, interviews, and selects well-qualified program staff.
  • Establishes and implements a performance management process for all program staff.
  • Ensures that all program staff receives an appropriate orientation to the organization and the program.
  • Ensures all staff members receive orientation and appropriate training in accordance with organizational standards.
  • Supervises program staff by providing direction, input, and feedback.
  • Communicates with clients and other stakeholders to gain community support for the program and solicits input to improve the program.
  • Liaises with other managers to ensure the effective and efficient program delivery.
  • Coordinates the delivery of services among different program activities to increase effectiveness and efficiency.

Monitors program activities and takes the necessary actions to control risks.

  • Writes reports on the program for management and for stakeholders.
  • Communicates with stakeholders as outlined in program charter.
  • Ensures that the program operates within the approved budget.
  • Monitors and approves all budgeted program expenditures.
  • Monitors cash flow projections and reports actual cash flow and variance to on a regular basis (monthly/bimonthly).
  • Manages all project funds according to established accounting policies and procedures.
  • Ensures that all financial records for the program are up to date.
  • Identifies and evaluates the risks associated with program activities and takes appropriate action to control the risks.
  • Monitors the program activities on a regular basis and conducts an annual evaluation.
  • Reports evaluation findings to the Executive Management and recommends changes to enhance the program, as appropriate.

Develops and manages a team of IT professionals.

  • Provides strategic, and daily direction to team. Communicates Mission, Values, and other organization operating principles to direct and indirect reports.
  • Establishes and maintains the overall work cadence and, in partnership with Department leadership, ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire team is engaged and that leadership practices encourage development, recognition, and retention.
  • Establishes and adheres to hiring criteria, on-boarding, and training requirements for incoming staff.
  • Oversees the performance management and development process for the team and performs performance management duties, development planning and coaching for direct reports.
  • Acts as a resource for team members to answer questions and solve complex problems.
  • Manages budget, technology and other resources, workload, and customer requests for Department services. Ensures adherence to all Company policies and procedures and Compliance responsibilities.
  • Ensures data quality, adherence to IT security guidelines, profitability and other risk-related metrics for self and members of the team.


  • Directly supervises 5 or more project managers and program team members and carries out supervisory responsibilities in accordance with company policies and applicable laws.
  • These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures.


  • Bachelor's degree from four-year college or university required with a major or emphasis in Business, Finance, Computer Science, Engineering, or related field.
  • Master's degree preferred.
  • Minimum 10-15 years of experience in IT or related business/industry work; or equivalent combination of education and experience.
  • Minimum 5 years of leadership and project management experience.

Specific Cloud Program Experience:

Experience in shaping and enabling a cloud migration strategy at an enterprise scale. Experience in addressing the business, technical, operational, security and financial challenges associated with large scale, multi-phase asset migration to the AWS cloud. Experience and working knowledge of AWS cloud services, technologies, and capabilities. Experience in overseeing cloud implementations and ensuring alignment with IT, security, and architecture policies and standards. Proven ability to stay current with latest cloud trends, services, technologies, and certifications.

Specific Data Management Program Experience:

  • Experience with large data migration or transformation projects.
  • Experience with enterprise data architecture and building/scaling data services to be consumed across an enterprise.
  • Experience with data management and operations strategy.


  • PMP or successful completion of a recognized project management curriculum required.
  • Certified ScrumMaster (CSM) preferred.

Specific Cloud Program Requirements:

  • AWS Cloud Practitioner or more advanced AWS certification preferred.


  • Working knowledge of Information Technology and related business/industry standards, principles, and practices.
  • Ability to lead, manage, coach and mentor a team.
  • Solid working knowledge to develop an operational budget for a large department.
  • Demonstrated ability to prepare and manage vendor selection and evaluation process.
  • Demonstrated competency in Project Management processes, tools, and techniques.
  • Strong negotiation, presentation, and communication skills with business/financial acumen.
  • Competencies in analytical thinking and decision-making.
  • Must have a strategic orientation and be results driven.
  • Ability to translate customer and Company business goals into concrete strategy and tactical plans.
  • Ability to train and mentor Project Managers.
  • Experience in negotiation and management of contracts and SOWs with third parties, internal Legal and VMO.
  • Must possess extensive knowledge and expertise in project/program management, and portfolio management methodologies and tools.
  • Experience in managing cross-functional team members via a matrixed organization.
  • Experience in managing integrated teams between onshore, offshore, or nearshore.
  • Experience in resource allocation for all project roles.
  • Experience in managing project budgets and potentially multiple project budgets ranging in scale.
  • Proven success in Customer Relationship Management.
  • Experience in building strong and collaborative relationships within internal IT partner organizations.
  • Working knowledge of MS office and program management software (e.g., JIRA, MS Project etc.).