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Role Description

The Digital Delivery Experience Manager owns the strategy and operations for how customers digitally receive their product-related documents. They utilize paperless delivery channels such as electronic mail, text messages, and mobile applications, and evolve the capabilities required to electronically deliver customer-facing documents—including policy packages, letters, notices, bills, claims, and membership materials—to ensure digital delivery creates a positive customer experience while also complying with state regulations.

The team leads and collaborates on initiatives that increase paperless adoption, ensure reliable delivery, and manage exceptions such as electronic mail message return handling, in addition to managing required customer consent processes. The focus of this team is on creating digital experiences that are easy to use, modern, and legally sound.

Operating in a highly complex environment, this role drives results through a high-performance culture—defining success measures, communicating outcomes to stakeholders, proactively addressing risks, and introducing innovative solutions. The Manager also supports the consolidation to common platforms and standardized approaches.

Key Responsibilities

• Supports the future vision and strategy for large-scale initiatives by contributing to business cases, execution roadmaps, and multi-year plans, ensuring priorities are clearly understood by cross-functional leaders.
• Prioritizes the most impactful outcomes and partners with the Digital Product Manager to align on shared goals and plans of intent that connect to the customer journey, support customer standards and norms, and account for interdependencies.
• Ensures effective change management to drive adoption of new processes, capabilities, and features, ensuring intended outcomes are realized.
• Partners across the enterprise to provide transparency into progress, budgets, risks, and dependencies.
• Measures and validates outcomes using data and insights to confirm success criteria are met, communicating measures and results with stakeholders.
• Leads, develops, and inspires the team through performance management, coaching, mentoring, and talent development.
• Plans, implements, and manages multiple complex initiatives simultaneously, ensuring strong execution and alignment to enterprise priorities.
• Develops business and compliance requirements, influences solution design, supports intake and backlog refinement, and prioritizes work with business and technology teams.
• Anticipates, identifies, escalates, and resolves complex business process and technical issues or risks.
• Researches and evaluates emerging tools, platforms, and capabilities to ensure a strong user experience.

Functional Skills

• Understanding of customer document processes, digital submission processes, and regulatory processes.
• Advanced proficiency in Microsoft Office and the collaboration and visual-storytelling tool Mural.
• Experience with Agile work management tools such as Agility or other similar tools.
• Experience performing cost–benefit analyses to support prioritization and development of business cases.
• Experience in vendor management, including evaluating tools and managing deliverables.
• Strong analytical and reporting skills, using data to validate outcomes and guide decisions.
• Advanced communication and presentation skills, including the ability to simplify complex concepts.
• Strong interpersonal and influence skills to collaborate effectively, resolve conflict, and gain alignment.
• Ability to operate effectively in uncertain or evolving environments by asking questions to understand context and direction.
• High level of engagement, urgency, and customer focus in day-to-day decision-making.
• Intellectual curiosity with a demonstrated history of innovation and continuous improvement.
• Ability to solve complex business and operational problems using structured thinking.
• Ability to translate technical or regulatory details for individuals without technical backgrounds.
• Ability to accept and act on feedback, demonstrating resilience and a commitment to growth.
• Ability to manage and prioritize multiple complex initiatives in a fast-paced environment.

Experience

• 5 years or more years of related experience preferred.

Skills

• Agile Methodology
• Communication
• Deadline Management
• Detail-Oriented
• Digital Delivery
• Digital Leadership
• Digital Products
• Employee Supervision
• Leadership
• Paperless Workflow
• Program Strategy
• Strategic Collaborations
• Technical Knowledge
• Time Management
• Writing Business Requirements

Compensation

Base compensation offered for this role is $110,000 - $170,700 annually and is based on experience and qualifications.

Total compensation for this role is comprised of several factors, including the base compensation outlined above, plus incentive pay (i.e. commission, bonus, etc.) as applicable for the role.