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 weve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise were 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 industrys most trusted advisor by investing in our people adopting new technologies and striving for excellence.

Here youll:

• Move fast and embrace change
• Always look for better ways
• Grow thrive and help shape whats next

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

What Youll 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 Youll Bring:

• Bachelors degree required with 35 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

• 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

Required Experience:

Manager