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Manager, Program Management - Service Operations Process Optimization


Dresher, PA
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Job Details

Position Title: Manager, Program Management - Service Operations Process Optimization
Job Code: 416898
Job Location: Pennsylvania-Dresher

The Service Process Optimization team is responsible for taking a holistic view of Service processes and their expected outcomes, including how they connect to areas outside of Service. The team performs analysis and management for customer and advisor experience initiatives within the Annuities Service organization and ensures alignment with Annuities strategic priorities. The team provides project management and business analysis support including business case development, cost benefit analysis; development and maintenance of project artifacts and project communication.


The candidate is responsible for providing proactive leadership regarding all communications and initiatives, resulting in a significant contribution to company through increased customer and advisor satisfaction.



Key Responsibilities

  • Provides support and direction to business functions in incorporating process optimization in their business processes.
  • Oversee the development and implementation of creative ideas and solutions to improve the customer and advisor experience.
  •  Gathers intelligence to generate initiatives and proposals that will elevate our customer and advisor experience.
  •  Serves as customer advocate with senior management; ensures that customer research findings are understood, tracked and acted upon
  •  Lead subject matter experts in conducting research and analysis to quantify business opportunities and develop formal recommendations for presentation to management
  • Manage project deliverables on time, within budget and at the required level of quality
  • Primary ownership for the successful end-to-end project management and delivery of customer experience projects.



  •  3 years Project Management experience or Business Analyst experience
  •  3 years of financial services experience preferred
  • 3 years of customer service leadership experience
  • Strong operational background preferred
  • Experienced in research and insight development techniques
  • Strong communication (written and verbal) and presentation skills with proven ability to communicate with all levels of the organization
  • Demonstrated ability to drive multiple initiatives and competing priorities with excellent time management and organizational skills
  • Must be comfortable with ambiguity and helping decipher and define key measures of success
  • Must be self-motivated, determined, focused and show initiative
  • Efficient in Microsoft Office applications including MS Project and Visio
  • Customer service leadership experience preferred
  • Bachelor’s degree preferred

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential.
Job Function: Operations
Schedule: Full-time
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