Senior/Principal Client Engagement Manager

About the role

This role is responsible for owning the end-to-end client engagement lifecycle for large insurance carriers at Assured. The hire will serve as the primary operational leader for the Client Engagement (CE) function, ensuring delivery excellence and stakeholder alignment across business and technical teams. They will drive the adoption of AI-native operating models by embedding automation and AI agents into daily workflows for complex claims processing scenarios. The position requires a builder's mindset to translate strategic vision into shipped outcomes while removing operational friction through better systems and tooling. You will lead high-stakes programs with top Property and Casualty carriers, ensuring timelines, communication, and executive readouts are managed with precision. The role involves hands-on prototyping of AI agents and internal tools that connect across disparate systems to improve team leverage and efficiency. Success in this position will be measured by improved efficiency, quality, and customer outcomes across the CE organization. You will be expected to proactively identify problems and drive fixes before they escalate, acting as the operational engine for modern claims workflows.

Key facts

What you'll do

🤝 Lead end-to-end customer engagements - Drive onboarding programs for large insurance clients, ensuring delivery excellence, milestone clarity, and stakeholder alignment across business and technical teams.

📅 Run programs with precision - Manage timelines, reporting, stakeholder communication, and executive readouts for high-impact enterprise accounts.

🚀 Lead the AI-native transformation of Client Engagement - Set and drive the vision for a CE organization where AI is woven into the core of how work gets done, from client interactions to internal operations, and champion adoption across the team.

🛠️ Build AI agents and internal tools - Design, prototype, and deploy AI agents and internal tooling that connect across many different systems, giving the team leverage and freeing up time for higher-value work.

🗺️ Own the strategic roadmap - Develop and execute a quarterly strategic plan for CE Operations, translating high-level goals into concrete initiatives with clear owners, milestones, and measurable outcomes.

🚗 Resolve complex operational and technical challenges - Partner cross-functionally with Product, Engineering, Sales, and customer stakeholders to drive strategic outcomes.

📚 Own the team's knowledge sources - Take ownership of assets like the Client Engagement Knowledge Base, keep them accurate and useful, and proactively build new layers of documentation the CE team needs.

🔍 Proactively drive efficiency and quality - Continuously identify opportunities to streamline workflows, eliminate manual toil, and improve the quality of the team's output. You won't wait to be handed problems; you'll go find them and fix them.

🤖 Prototype and test AI-driven workflows within live client environments to validate impact on claims processing operations.

📈 Define and track key performance indicators for client programs, aligning metrics with carrier business outcomes and internal goals.

🤝 Act as the primary point of contact for executive stakeholders, translating operational updates into clear narratives and decisions.

🔄 Orchestrate cross-functional ceremonies, such as sprint planning and retrospectives, to ensure alignment between Engineering, Product, and Operations.

🛡️ Ensure compliance and risk standards are upheld when implementing new automation and AI features within client workflows.

📝 Document playbooks and standard operating procedures for recurring client engagement activities to enable scalability.

Requirements

8+ years of experience in operations, strategy, program management, or enterprise implementation roles within a client-facing or go-to-market organization.

Demonstrated history of managing enterprise-scale implementations and/or customer programs for multimillion-dollar accounts in highly regulated industries.

Hands-on familiarity with building AI agents and internal tools that integrate across multiple systems and platforms.

Basic understanding of APIs, integrations, and data exchange formats such as JSON, and the ability to collaborate effectively with engineering teams.

Proven ability to independently develop a quarterly strategic plan and work across multiple stakeholders to drive it to completion.

Demonstrated success working cross-functionally across CE, Sales, Engineering Operations, Product Operations, Product, and executive stakeholders.

Strong analytical skills and comfort using data to inform decisions and measure impact in complex, multi-stakeholder environments.

Excellent communication skills, with the ability to translate between technical and non-technical stakeholders in fast-paced settings.

Bias for action and ownership, with the resilience to navigate challenges and deliver results in dynamic, high-stakes environments.

A builder's mindset, passionate about creating structure, defining best practices, and scaling processes as the organization grows.

Experience with claims processing workflows in the insurance industry is strongly preferred.

Familiarity with regulatory and compliance considerations for insurance carriers is required.

Nice to have

None specified.

Practical notes

This is a full-time remote role.

No specific hours, travel, visa, application deadlines, or compensation details are provided in the source text.