Program Performance Manager

Program Performance Manager

The Program Performance Manager serves as the operational owner of assigned programs, responsible for monitoring program performance, maintaining profitability, and ensuring overall program health. This role manages the day-to-day execution and performance of programs while identifying opportunities to improve operational efficiency, customer experience, and financial results.

The position works closely with P&L leadership, Product Management, Relationship Management, Legal, and Sales to evaluate program performance trends and coordinate adjustments needed to support program sustainability and growth. The role provides indirect leadership by coordinating cross-functional efforts and driving program initiatives that support overall business objectives.

The Program Performance Manager plays a key role in ensuring programs remain competitive, financially sound, and operationally effective.

Why Jewelers Mutual: Since 1913 we've been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we're financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.

As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry's most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.

We're dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.

Here, you'll:

• Move fast and embrace change
• Always look for better ways
• Grow, thrive, and help shape what's next

Join us and be part of a culture where you can make an impact while building your future.

What You'll Do:

• Monitor and evaluate program performance, profitability metrics, and operational health, identifying trends, risks, and opportunities for improvement.
• Analyze internal and external reporting to assess program adoption, claims performance, revenue trends, and operational effectiveness.
• Partner with Product Management by providing program performance insights and operational feedback to inform product enhancements, pricing considerations, and program adjustments.
• Provide program-level insights and recommendations to P&L leadership regarding performance trends, risks, and growth opportunities.
• Collaborate cross-functionally with Sales, Legal, Product Management, and Operations to support initiatives that improve program performance and customer experience.
• Coordinate and support initiatives designed to increase program adoption, improve operational efficiency, and strengthen overall program outcomes.
• Develop and maintain program performance reporting and analysis, translating operational and financial data into actionable insights for leadership.
• Identify operational challenges impacting program performance and coordinate root cause analysis with appropriate teams to improve processes and outcomes.
• Serve as a subject matter expert for assigned programs, supporting internal teams including production support and operational partners.
• Participate in annual business planning activities, providing insights related to program performance, trends, and improvement opportunities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You'll Bring:

Minimum Qualifications

• Bachelor's degree required with 3–5 years of experience in program management, business operations, product support, or a related field
• Strong analytical and problem-solving skills, with the ability to interpret operational and financial data and translate insights into actionable recommendations

Preferred Qualifications

• Customer-centric mindset focused on improving both partner (jeweler) and consumer experiences
• Excellent communication and collaboration skills, with the ability to influence and lead cross-functional initiatives without direct authority
• Demonstrated ownership and accountability for program performance, including the ability to manage multiple priorities and time-sensitive initiatives
• Advanced proficiency in Microsoft Excel (pivot tables, lookups, modeling) and experience creating executive-level reporting and presentations (PowerPoint)
• Experience working with data visualization tools (PowerBI, Tableau etc.)
• Experience with program performance reporting, data analysis, and operational metrics, including exposure to claims, policy, or program datasets
• Background in insurance, warranty/service contract, or jewelry-related industries
• Familiarity with data querying concepts (e.g., basic SQL) and comfort working with structured performance data
• Experience using CRM platforms (e.g., Salesforce) to monitor partner performance, program activity, or adoption
• Experience collaborating cross-functionally using tools such as Microsoft Teams or similar platforms

What We Offer You:

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture: Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
• Great Place to Work® Certified: Join a team recognized for an environment of innovation and growth.

Accessibility and Accommodations We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting View email address on click.appcast.io.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.