Senior Manager, Digital Experience Delivery - Remote

This role is a business product people leader in a business-led, technology-enabled delivery model. The Senior Manager is accountable for end-to-end execution of agent and member digital sales and service experiences within CSAA personal lines, ensuring consistent, high-quality delivery across distribution channels (AAA club agency, independent agency, direct, and alternative platforms).

This people leader owns delivery outcomes, experience quality, driving digital experience innovation through emerging technologies, and KPI performance within their domain, translating enterprise strategy into executable roadmaps and results. The role leads a team of Product Managers and ensures alignment across cross-functional partners to deliver business outcomes.

The Senior Manager operates with significant autonomy in execution and prioritization, while aligning to broader strategic direction. Success requires strong leadership in a matrixed environment and the ability to drive clarity, accountability, and results across stakeholders.

We believe the end-user experience defines the product. This leader is responsible for their team to deliver differentiated, technology-enabled experiences that consistently delight AAA Members and agents while strengthening the AAA brand.

Your Work:

Product Delivery

• Leads and develops a small team of Product Managers, ensuring delivery excellence and team effectiveness.
• Owns execution of digital experience strategy within assigned domain, ensuring delivery aligns with enterprise priorities.
• Accountable for design, build, and optimization of digital experiences across distribution channels (e.g., AAA club agency, independent agency, direct, and alternative platforms).
• Leads translation of customer, agent, and market insights into prioritized product and experience enhancements.
• Drives implementation of process improvements, advanced technology enhancements, and experience innovations within the product domain.
• Owns evaluation and adoption of tools and capabilities (e.g., AI/ML, analytics) to improve experience quality and efficiency.
• Leads continuous enhancement of CSAA digital experiences, balancing user feedback, performance data, and business objectives.
• Establishes and manages domain-level reporting and performance tracking, ensuring visibility and accountability.
• Acts as domain subject matter expert on digital experience delivery practices and product capabilities.

Strategic Innovation and Growth

• Translates enterprise product and experience strategy into actionable roadmaps and initiatives.
• Partners with leadership to shape direction, providing informed recommendations grounded in data and execution realities.
• Leads cross-functional initiatives within scope, ensuring alignment to business objectives and timelines.
• Owns development of business cases and cost-benefit analyses for initiatives within their portfolio.
• Drives roadmap planning and execution governance for their domain, ensuring high-quality deliverables.
• Advances platform and experience modernization efforts through application of new technologies and data capabilities.

Market Execution and Performance Management

• Owns execution performance, ensuring delivery meets defined key performance indicators, business outcomes, and experience standards.
• Implements operational frameworks, processes, and controls aligned with broader organizational standards.
• Identifies risks, issues, and dependencies and drives resolution within scope.
• Leads continuous improvement based on customer, agent, and partner feedback.
• Ensures delivery consistency and alignment with underwriting, service, and expense goals.
• Monitors domain performance metrics and escalates trends, risks, and opportunities to leadership.

Collaboration

• Leads cross-functional execution across business and technology teams, aligning collaborators to shared priorities. Key interactions include those with State Product Managers, Actuarial, Risk Management, AAA Partner Clubs, Strategy, Marketing, Distribution, Policyholder Service and Solutions, Business Architecture, and IT.
• Communicates clearly and consistently with executive and AAA club partners on delivery progress and outcomes.
• Drives alignment and decision-making within a dynamic, fast-paced, matrixed environment.
• Escalates risks and trade-offs to leadership with recommended actions., * Champions our cultural norms (e.g., willing to have cameras when it matters: interviewing candidates, building relationships with team members, etc.).
• Translates our enterprise strategy and priorities for their team members to connect to the bigger picture.
• Demonstrates a company ownership mindset, thinking beyond boundaries of their own area.
• Travels as needed for role, including enterprise meetings, divisional / team meetings, and other in-person meetings.
• Fulfills business needs, which may include investing extra time, helping other teams, etc.

Please note we are hiring for this role remote anywhere in the United States with the following exceptions: Hawaii and Alaska., Sustainability: As climate change leads to more frequent and severe weather events, we are taking bold action to build more resilient communities and reduce our environmental impact. Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don't miss important updates from us., If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location, experience, or education.

Do you have experience in Risk mitigation strategy implementation?, Do you have a Bachelor's degree?, * Bachelor's degree in related area (Marketing, business, or a related field) or an equivalent combination of education and experience.

• 8+ years of increasingly responsible product management experience.
• Proven ability to lead others directly or indirectly, as demonstrated through 3-5+ years of leading teams, enterprise-wide programs, or large cross-functional programs.
• Strong knowledge of personal lines product and project management, customer experience, financial drivers of product profitability/pricing, distribution, rating/underwriting, forms, rules, coverages, the P&C industry, competitors, legislative and DOI regulations, and strategic planning.
• Solid understanding of end-to-end business processes and enabling technologies, with ability to connect execution to outcomes.
• Strong financial and analytical skills tied to product performance.
• Proven ability to lead execution across cross-functional teams and deliver measurable outcomes.
• Strong strategic thinking with a focus on execution and results.
• Robust experience with communicating and presenting to senior executives.
• Demonstrated ability to manage priorities, trade-offs, and delivery risk.
• Adapt way of influencing different partners and collaborators (internal and external), recognizing unique needs/motivation.

What would make us excited about you?

• Advanced degrees preferred.
• CPCU, insurance studies, and/or actuarial exams preferred.
• Certifications and courses related to digital, AI/ML, and product delivery.
• 3-5+ years experience of direct people leadership in insurance or product management.
• Experience in Guidewire Cloud, Jutro Digital Platform (JDP), and other Guidewire applications strongly preferred.
• Creates a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust to inspire and empower team members and colleagues.
• Actively shapes our company culture through words and actions (e.g., supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects, encouraging team member involvement in these activities).

3.43.4 out of 5 stars Pawtucket, RI 02860 Remote $160,155 - $213,550 a year - Full-time, Pulled from the full job description

• 401(k) matching, Recognition: We offer a total compensation package, annual bonus eligibility for most roles, 401(k) with a company match, and so much more! Read more about what we offer and what it is like to be a part of our dynamic team at https://careers.csaainsurance.aaa.com/us/en/benefits., The national average salary range for this position is $160,155.00-$177,950.00. However, we have a location-based compensation structure. Our salary ranges vary and are calculated based on work location. The starting pay range for this position across all the states we hire in is $160,155.00-$213,550.00. This role also includes an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 20% of eligible pay.

CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the leading personal lines property and casualty insurance groups in the United States. Here, every employee shapes our mission. We build innovative, human-centered solutions that help AAA members prevent, prepare for, and recover from life's uncertainties. You will join a collaborative, inclusive culture where your strengths have room to grow and your ideas can drive real impact. Step into a role where you can contribute to our shared success through meaningful work., Career Growth: We believe in growth for everyone. Here at CSAA IG, leaders and mentors partner with employees to align interests, unlock development opportunities, and support long-term success. Flexible Workplace: We embrace a remote-first culture through our Flexible Workplace. Most employees hold Home-Flex roles, working primarily from home, often with the flexibility to work from various locations including CSAA offices. Our flexible workplace empowers you to balance remote work with intentional in-person moments that deepen connection and collaboration.