Project Manager I

Project Manager I – Claims Communications Transformation

USRM Claims and Service | I&S Cross-LOB Strategic Initiatives

Description

The USRM Claims and Service team is seeking a Project Manager I to support the highly visible and critical Claims Communications Transformation priority within Claims and Service I&S, spanning cross-LOB. This is an operations and execution-oriented role sitting at the center of a fast-moving, high-stakes communications portfolio, and carries clear accountability across both governance and platform delivery.

As a PM supporting Communications Transformation, you will play multiple roles simultaneously: sustaining and improving existing communications capabilities (SMS, letters, and email) while serving as a thought leader in reimagining how these capabilities are delivered to our adjusters. The ideal candidate brings a strong claims or adjusting background, a passion for continuous improvement, and the ability to drive high-visibility, cross-functional work in an environment where priorities can shift and ambiguity is part of the landscape.

This role requires close partnership with LOB process and operations teams, Technology, Product Management, and Compliance to ensure communications capabilities are compliant, scalable, and adjuster-focused.

Key Responsibilities

Project Leadership and Delivery

• Lead moderately complex to complex projects spanning multiple workstreams, including initiatives that are technical in nature, involve moderate to large platform teams, and carry 6-12 month delivery timeframes.
• Manage projects across the full project management lifecycle: initiating and defining, planning, executing, and close-out.
• Define the business case with input from stakeholders; identify and gain agreement on project objectives, scope, timing, and resources.
• Plan and oversee day-to-day activities and tasks, monitoring progress toward goals and adjusting course as needed to maintain delivery momentum.

Stakeholder Engagement and Communication

• Conduct regular project meetings and prepare status reports to communicate progress to stakeholders within and beyond the project team.
• Direct stakeholders toward consensus, building buy-in around recommendations and navigating competing priorities across LOBs.

Partner closely with LOB process and operations teams, Technology, Product Management, and Compliance throughout all phases of delivery.

Impediment Resolution and Risk Management

• Identify, escalate, and resolve issues that serve as roadblocks or place project objectives at risk.
• Provide clear visibility into trade-offs between options and influence the recommended path forward.

Operate with resilience in an environment of shifting priorities, maintaining focus on outcomes while adapting plans accordingly.

Communications Transformation

• Serve as a thought leader in transforming how communications capabilities, including SMS, letters, and email, are delivered to adjusters.
• Support existing communications capabilities while actively contributing to the design and delivery of future-state solutions.
• Build frameworks around complex, ambiguous problems to bring structure and clarity to transformation efforts.

Leverage claims and adjusting domain knowledge to inform prioritization, process design, and stakeholder alignment.

Continuous Improvement

• Perform project close-out steps including identification of lessons learned and best practices to inform future project success.
• Apply continuous improvement methodologies throughout the project management lifecycle.
• Provide mentoring and guidance to less experienced project management staff.

What We Offer

• A high-impact role with significant visibility across Claims & Service leadership and cross-LOB stakeholders.
• The opportunity to shape the future of adjuster communications capabilities at scale.
• A collaborative environment that values curiosity, accountability, and a bias toward action.
• Competitive salary, benefits, and opportunities for continued professional growth.