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Omni Channel Program Manager

Primary Location: New Albany, OH
Additional Locations: AZ-Scottsdale, CA-Fresno, FL-Jacksonville, NC-High Point, ND-Bismarck, NY-Albany, OH-New Albany, PA-Allentown, PA-Harrisburg, PA-Moon township, TX-Arlington, TX-San Antonio, UT-Sandy
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Description:
The Omni-channel program manager will be responsible for driving initiatives that allow Aetna Service operations to deliver connected experiences using tools and channels members and providers want. The Omni-channel program manager is responsible for leading pilots and proof of concepts for new technologies in the channel space.

This position will require critical thinking, ability to think strategically and act tactically. The right candidate will be able to accept complex and ambiguous situations, overcome obstacles, and deliver outcomes.



Fundamental Components:
This role will be responsible for:
  • Leading pilots and proof of concepts of new technology or ways of using existing capabilities, often involving vendors
  • Developing strategic vision for the pilot, what problems does it solve, how does it benefit users and Aetna
  • Define requirements and scope of pilot in conjunction with business partners and stakeholders
  • Onboarding of vendors as needed working with procurement and global security
  • Partner with business to define outcomes, hypotheses to test, and measurement plan
  • Evaluate pilot results with business and make go no-go recommendations and how to scale
  • Develop cost/benefit analyses
  • Own pilot implementation end to end
  • Reaching out to other business areas to learn what they are trying and what we can learn
  • Effectively communicating and discussing strategic business considerations and
    project details at the appropriate levels


Background Experience:
  • Proven track record managing complex projects and or programs that resulted in cost savings.
  • Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.
  • Project management experience.
  • Bachelor's degree or equivalent experience.
  • Combine strategic vision and tactical expertise coupled with analytical problem solving skills that translate into practical solutions for the business
  • Strong analytical skills, is highly confident, collaborative, detail oriented
  • Experience with Omni-channel technologies IVR, CRM, secure messaging, web chat


Required Skills:
General Business - Communicating for Impact, General Business - Consulting for Solutions, Leadership - Anticipating and Innovating

Desired Skills:
General Business - Demonstrating Business and Industry Acumen, General Business - Ensuring Project Discipline, General Business - Maximizing Work Practices

Potential Telework Position:
Yes

Percent of Travel Required:
10 - 25%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)

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