Role Description

The Director of Product Management, P&C and Surety, plays a critical leadership role in configuring, implementing, and optimizing the Applied Epic Agency Management System (AMS) and related technologies supporting Commercial Lines, Personal Lines, and Surety operations. This role sits at the intersection of operations, technology, underwriting, and transformation, shaping Keystone’s strategic roadmap for P&C and Surety capabilities. The Director focuses on workflow modernization, digital enablement, vendor and system governance, and delivering scalable, standardized solutions that enhance efficiency, accuracy, and client experience across the enterprise. The ideal candidate blends product leadership, operational expertise, and change execution, serving as a connector between field teams, transformation, IT, and executive stakeholders.

Key Responsibilities

• Solution Design & Product Ownership
  • Lead the design, enhancement, and optimization of AMS functionality and supporting technologies for P&C and Surety.
  • Update and maintain standardized operating procedures (SOPs), workflows, and documentation across Commercial Lines, Personal Lines, and Surety.
  • Identify opportunities to streamline processes, reduce manual work, and improve accuracy and E&O protection.
  • Translate business objectives into structured requirements, user stories, and acceptance criteria.
  • Evaluate program and system performance, recommending enhancements to improve efficiency, cycle time, and overall user experience.
• Strategic Collaboration
  • Partner with Operations, Transformation, underwriting teams, Product Owners, and agency stakeholders to ensure solutions align with business needs.
  • Collaborate closely with the Procurement Officer and Director of Agency Systems & Solutions on vendor evaluation, selection, and contract strategy.
  • Facilitate cross‑functional stakeholder and field committee meetings to gather insights and align on product priorities.
  • Represent frontline agency needs within enterprise initiatives, ensuring P&C and Surety workflows remain integrated and scalable.
  • Monitor industry trends, carrier capabilities, and emerging technologies relevant to P&C and Surety distribution and service.
• Process, Technology & Vendor Enablement
  • Lead evaluation and recommendation of vendors, tools, and AMS capabilities that support the P&C and Surety segments.
  • Work with Business Analysts to define requirements, validate system configuration, and support implementation or optimization initiatives.
  • Partner with IT, Operations, and external vendors to ensure successful system deployment and ongoing performance.
  • Maintain governance structure for workflows, SOPs, and best‑practice documentation.
• Project Management & Implementation Oversight
  • Manage key milestones, risks, and dependencies for AMS implementation, enhancements, and workflow modernization efforts.
  • Oversee and guide Operations and Business Analysts in developing high‑quality deliverables.
  • Provide project visibility to leadership, including reporting on progress, performance, and ROI.
• Training, Adoption & Support
  • Drive training content for new system features, workflows, and processes.
  • Partner with the Head of Change Management and training leads to ensure timely adoption across the enterprise.
  • Act as a liaison between end users and solution teams to gather feedback, resolve issues, and identify improvement opportunities.
• Leadership & Influence
  • Lead a team of centralized customer service managers for both Commercial and Personal Lines.
  • Provide matrixed leadership and subject‑matter guidance to team members supporting P&C and Surety solutions.
  • Promote a culture of continuous improvement, innovation, and operational excellence.
  • Offer coaching, mentorship, and direction within cross‑functional project teams.

Qualifications

• Bachelor's degree in Business Administration, Insurance, Technology, or a related field.
• 8+ years of experience in the Property & Casualty and Surety insurance industry; 5+ years in service leadership.
• Strong understanding of core P&C and Surety operations, including underwriting, policy issuance, claims, and service workflows.
• Demonstrated experience in project management, business analysis, or system implementation within insurance operations.
• Extensive proficiency with the Applied Epic Agency Management System and related insurance technology tools required.
• Excellent analytical, problem-solving, and communication skills.
• Ability to collaborate effectively across functions and influence without authority.
• Ability to operate independently in a fast-paced, evolving environment.
• Willingness to travel 30-40% as needed.
• Ability to pass a criminal background check, as permitted by law.

Benefits

• Competitive Salary
• Health Insurance Plans (PPO, HSA, Copay Options)
• Dental Insurance
• Vision Insurance
• Company Paid Disability Insurance
• Supplemental Insurance including Critical Illness, Accident, Legal, Pet Insurance
• 401(k) with Safe Harbor Match
• Paid Time Off
• Paid Holidays