Strategic Project Manager

Patra is an outcome-focused operating partner working exclusively for the insurance industry. Combining expert global teams, process intelligence, and purpose-built technology, Patra delivers measurable results to clients. With 20 years of deep domain expertise, exceptional client retention rates, and significant sustained investment in AI, Patra partners with agencies, brokers, MGAs, MGUs, and carriers to transform how insurance operations are delivered.

The Strategic Project Manager of Implementations is the leader responsible for launching new project engagements and ensuring a seamless transition into steady‐state operations. You are the primary driver of project execution, turning a signed contract into a fully operational delivery model.

Your core mission is to plan, coordinate, and deliver rapid, high‑quality implementations that achieve operational readiness, client satisfaction, and long-term adoption of the Patra solution.

You will oversee a portfolio of key implementation projects, defined by size and/or complexity (multiple service lines), and/or client profile, acting as the central orchestrator during onboarding. This includes translating contracted scope and requirements into an executable plan, managing deliverables, and aligning internal teams, global delivery centers, and client stakeholders. Throughout the transition phase, you act as the single source of truth for communication, documentation, and reporting.
 

Quantitative Measurements :  

• Client satisfaction
• PARR realization

Responsibilities:

Lead Project Execution: Own and manage the full BPO implementation lifecycle—from project kickoff through transition to operations.  Define, structure, and guide project plans including timelines, milestones, dependencies, and communication strategies.

• Facilitate alignment across internal workstreams (implementation, workforce, technology, operations quality) and client stakeholders.

Manage Client Onboarding: Serve as the primary point of contact for clients during implementation.  Conduct kickoff sessions to confirm expectations, scope, deliverables, and operational requirements.

• Guide client teams through process mapping, knowledge transfer, documentation, SOP validation, and readiness activities.
• Support clients through the organizational change required to transition processes offsite.

Manage Scope, Risk & Issue Resolution: Monitor project health, proactively identify risks, and develop mitigation plans.

• Manage scope changes with transparency and escalation where required.
• Lead issue resolution, ensuring minimal impact on timelines and client experience.

Secondary Responsibilities

Develop Delivery Assets: Create engagement tutorials, project plan templates, and playbooks to increase efficiency and standardization across future implementations.

Support Growth & Expansion Opportunities: Identify additional process opportunities clients may be candidates for, and partner with client account management to route expansion insights appropriately.

Process Improvement & Feedback: Provide insights and feedback from implementations to improve BPO service design, delivery playbooks, pricing assumptions, and pre‑sales scoping.

Key Performance Indicators

Your success will be measured by your ability to deliver smooth, timely, impactful, and a high‑quality implementation experience:

• Implementation Speed & Accuracy: Achievement of contracted timelines, staffing ramp, and projected revenue realization.
• Operational Readiness: Quality and completeness of SOPs, knowledge transfer, training, and go‑live preparedness.
• Risk & Scope Control: Ability to foresee, manage, and resolve issues quickly.
• Client Satisfaction: Post‑implementation CSAT and qualitative feedback.
• Project Governance Excellence: Documentation accuracy, reporting quality, and cross‑functional communication effectiveness.

You will be expected to understand, monitor, and analyze these KPIs, using them to track success and identify corrective actions as appropriate.

Qualifications & Experience

Required (Must-Haves):

• Exceptional project management skills: Highly organized, detail‑oriented, and able to drive complex initiatives involving multiple operational workstreams.

• 3+ years’ experience managing BPO implementations or large‑scale operational onboarding (outsourcing, shared services, operations transformation, or similar).
• Client‑facing communication excellence with the ability to manage expectations, facilitate discussions, and guide clients through change.
• Cross‑functional leadership skills with the ability to align operations, technology, training, quality, and leadership.
• Hands‑on problem solver adept at navigating operational and organizational challenges.

Preferred (Nice-to-Haves):

• Experience working with offshore/global delivery centers (APAC region strongly preferred).
• Certifications such as PMP, Lean Six Sigma, or equivalent.
• Experience with workflow management tools, SLA dashboards, or BPO technology platforms.
• Prior exposure to service delivery environments (insurance, financial services, healthcare, or other regulated industries).

Responsibilities Not Included in This Role

Financial Ownership

• Managing or approving project budgets, financial forecasts, cost models, or margin optimization
• Owning P&L accountability or departmental financial performance

People Management

• Direct supervisory responsibility for full-time employees
• Conducting performance reviews, hiring, firing, or managing disciplinary actions
• Day‑to‑day management of delivery teams after transition to operations

Operational Service Delivery

• Running steady‑state production operations after the implementation is complete
• Managing daily SLAs, KPIs, or workforce staffing once the account moves into service delivery
• Overseeing long‑term client account management or expansion pipelines

Technical Ownership

• Acting as the system administrator or IT configuration owner
• Developing software, building integrations, or making technical design decisions
• Providing hands‑on production support for client systems or internal platforms

Procurement or Vendor Management

• Negotiating vendor contracts, pricing, or sourcing third‑party services
• Managing external vendors beyond coordinating their involvement in the implementation

Sales & Pre‑Sales Ownership

• Owning sales quotas, closing deals, or driving new client acquisition
• Leading pre‑sales solution design beyond providing input as a consulted SME

Ongoing Quality Management

• Running ongoing quality programs, audits, or continuous delivery performance monitoring
• Managing long‑term process governance after handoff to operations

Change Management Ownership

• Owning enterprise‑level change management strategy
• Delivering organization‑wide change communications (beyond implementation-specific guidance)

Administrative or Executive Responsibilities

• Owning executive reporting outside of implementation governance
• Serving as the primary point of contact once the client transitions to steady state
• Creating enterprise policy, compliance frameworks, or corporate standards

Role Context

• Level: Individual Contributor
• Scope: Responsible driving implementation momentum and shaping the client experience by building project plans, coordinating SMEs, and ensuring a successful transition to ongoing delivery.
• Travel: As required for client onboarding or governance sessions.
• Location: Remote

Working Conditions

• Work from home; must have fast broadband access

 Work Standards

• Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
• Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned
• Subject to and expected to comply with all applicable Patra Corp policies and procedures

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.