Senior Transformation Program Lead, Billing Modernization

Description
The Senior Transformation Program Lead will lead the North America Billing transformation; a critical multi-year initiative focused on modernizing billing capabilities through the implementation of the Majesco platform.

This role serves as the Overall Program Lead (OPL), bringing together business, technology, operations, and delivery partners around a unified transformation roadmap and ensuring the program is positioned to deliver its intended business outcomes. The OPL will provide end-to-end leadership across the transformation, creating clarity across a complex portfolio of work, connecting interdependencies, enabling timely decisions, and ensuring leaders and teams remain aligned on priorities, outcomes, risks, and execution.

Success in this role requires a leader who can operate equally effectively at the executive and delivery levels. The OPL will partner closely with senior business and technology leaders, product and engineering teams, functional experts, and external partners to translate strategy into an executable roadmap and drive disciplined execution across a large, complex transformation.

Ultimately, the Senior Transformation Program Lead is accountable for connecting strategy to execution and creating a culture of execution excellence across the transformation. This leader will establish the operating discipline, accountability, transparency, and ways of working that enable a complex, multi-year program to perform at its best. They will set the tone for how teams work together, how decisions are made, how challenges are surfaced and resolved, and how the organization continuously learns and adapts to deliver meaningful and sustainable business value.

What You’ll Own

- Lead the transformation end to end. Provide overall program leadership for the multi-year North America Billing transformation, aligning business, technology, operations, and delivery teams around a common vision, roadmap, and set of outcomes.
- Turn strategy into executable plans. Translate transformation objectives into an integrated program roadmap with clear outcomes, milestones, dependencies, decision points, and measures of success.
- Establish strong program governance. Partner with executive sponsors and program leadership to establish effective governance, decision rights, escalation paths, and operating rhythms that enable timely decisions and clear accountability.
- Drive integrated execution. Establish a rigorous and connected execution model across the transformation, maintaining a holistic view across business and technology workstreams. Proactively identify dependencies, sequencing considerations, resource needs, risks, and barriers, and drive issues through resolution to protect outcomes and momentum.
- Connect business and technology. Ensure business capabilities, operating-model changes, process requirements, technology decisions, and implementation plans remain connected and aligned throughout the transformation.
- Lead through complexity. Surface critical decisions and tradeoffs, frame options for senior leaders, and help the program move forward when priorities, dependencies, or perspectives compete.
- Own program health and transparency. Create clear visibility into progress, outcomes, financials, risks, dependencies, and decisions, ensuring leaders have the information needed to actively govern the transformation.
- Partner across organizational boundaries. Build strong relationships across GRS and with internal and external partners, creating shared accountability for outcomes rather than operating through individual functions or workstreams.
- Build a culture of execution excellence. Establish the operating discipline, behaviors, and ways of working required for a high-performing transformation. Create clear accountability for outcomes, reinforce transparency and constructive challenge, and ensure teams consistently follow through on decisions and commitments while continuously improving how the program executes.
- Maintain focus on value and outcomes. Continuously connect program execution to the business outcomes the transformation is intended to achieve, challenging the organization to adapt plans as new information emerges.

How You’ll Show Up

- Create a culture of execution excellence . Set a high bar for how the program operates and delivers. Foster a culture where accountability is clear, commitments matter, risks and issues are surfaced early, constructive challenge is welcomed, and teams work together to solve problems and deliver outcomes.
- Lead through influence and partnership . Build trusted relationships across business, technology, operations, and external partners, creating shared ownership and bringing people together around the outcomes of the transformation.
- Create clarity from ambiguity. Bring structure, focus, and direction to highly complex challenges. Translate complexity into clear priorities and actions so leaders and teams understand what matters, what decisions are needed, and how to move forward.
- Model accountability and transparency. Create an environment where teams have permission to raise difficult issues early and where leaders have an accurate view of program health. Hold yourself and others accountable for decisions, commitments, and outcomes while maintaining a collaborative, solutions-oriented culture.
- Operate comfortably from strategy through execution . Move fluidly between executive-level conversations and the underlying program details necessary to understand issues, challenge assumptions, remove barriers, and drive resolution.
- Connect across boundaries. Break down organizational and functional silos, ensuring business, technology, process, data, operations, and change come together as one transformation rather than a collection of individual workstreams.
- Continuously raise the bar. Build learning and continuous improvement into how the transformation operates, using outcomes, data, and lessons learned to strengthen execution and evolve the program as it progresses.
- Elevate those around you . Build strong teams, create an environment where people can do their best work, and strengthen leadership capability across the program by reinforcing ownership, collaboration, and a shared commitment to outcomes.

Preferred Qualifications

- Significant experience leading large-scale, multi-year business and technology transformations or complex enterprise implementations, with accountability across multiple interconnected workstreams.
- Demonstrated ability to lead integrated programs spanning business, technology, operations, product, and organizational change.
- Strong executive presence and demonstrated ability to influence senior leaders, facilitate complex decisions, navigate competing priorities, and create alignment across organizational boundaries.
- Experience establishing and operating program governance, integrated roadmaps, dependency management, risk management, financial management, and executive-level program reporting.
- Strong understanding of large-scale technology implementation and the ability to partner effectively with technical leaders on architecture, integration, data, migration, testing, release, and implementation considerations.
- Experience partnering with third-party technology providers, system integrators, or other external delivery partners on complex implementations is highly valued.
- Experience with billing, policy administration, insurance platforms, or other large-scale insurance technology transformations is strongly preferred.
- Majesco platform or implementation experience is highly desirable but not required. Candidates with experience leading comparable enterprise platform transformations will also be considered.
- Property and casualty insurance experience, particularly within commercial or specialty insurance, is beneficial.
- Exceptional communication, relationship-building, problem-solving, and organizational skills, with the ability to bring clarity and momentum to complex environments.
Qualifications
- Preference for related 4 year degree with minimum requirement of 10-15 years` experience with demonstrated capability in managing large, complex stakeholder projects
- Effective communication, influencing, organizational and analytical skills required
- Ability to set expectations upward through managing scope, ability to craft narrative, and navigate across governance structures required to keep multiple sub-workstreams moving forward
- Drives a high performing culture by modeling commitment, building trust across extended teams, curiosity about different perspectives, and challenges the status quo while providing clarity and direction for teams executing on the work
About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Fair Chance Notices

- California (https://jobs.libertymutualgroup.com/wp-content/uploads/2024/02/ca-fair-chance-act.pdf)
- Los Angeles Incorporated (https://bca.lacity.gov/Uploads/fciho/FCIHO-factsheet-2024-03-05.pdf)
- Los Angeles Unincorporated (https://jobs.libertymutualgroup.com/wp-content/uploads/2025/01/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf)
- Philadelphia (https://jobs.libertymutualgroup.com/wp-content/uploads/2024/02/pa-philadelphia-fair-chance-law.pdf)
- San Francisco (https://jobs.libertymutualgroup.com/wp-content/uploads/2024/02/ca-san-francisco-fair-chance.pdf)