Enterprise Complaints Program Manager

Manage complaint program transformation initiatives, technology implementations and provide Enterprise level representation for complaints.

Key Activities:

• Work across the Executive Office to generate complaint handling, resolution and root cause reporting for compliance and operational partners.

• Manage the implementation and updating of program technology including A.I., reporting and complaint handling solutions.

• Manage the implementation of product enhancements and other program wide changes and initiatives.

• Work with QA & QC functions to develop and provide continuous learning and training programs for Complaints Analysts.

• Serve as a “voice of the Complaints Program” providing representation and Complaint perspectives in Enterprise-wide initiatives and transformations.

• Manage and update complaint staffing and forecasting models.

 Competencies:

• Understanding of LLM/ GenAI functionality to help build complaints program utilizing AI

• Ability to plan, track and report on transformation initiatives and identify delivery risks.

• In depth knowledge of the complaints handling process including systems used, stakeholders involved and process steps.

• Ability to work and communicate with a wide variety of stakeholders inside and outside of the complaint’s domain.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.