Digital Program Manager

Overview

John Hancock/Manulife is transforming into a digital, customer‑centric organization committed to making decisions easier and lives better. As we accelerate our digital strategy—anchored by our differentiated behavioral insurance platform, John Hancock Vitality—we are elevating how we design, deliver, and measure digital customer experiences.

The Digital Program Manager plays a critical strategic role in governing and advancing programs for the U.S. Segment, including the Digital Customer Leader (DCL). This leader provides program governance, strategic insight, cross‑segment alignment, and data‑driven decision support to ensure digital initiatives deliver measurable business and customer impact.

This role requires specialized depth and breadth of expertise in digital program leadership, strong influence across a complex matrix, advanced communication skills, and the ability to shape program standards and guide decision‑making.

Position Responsibilities:

• Program Governance & Strategy:
  Lead the governance framework for the DCL program, ensuring alignment to segment priorities, digital strategy, and enterprise standards.

• Develop and maintain the program roadmap, ensuring clarity of objectives, dependencies, risks, and expected outcomes.

• Provide strategic insight to shape program planning, sequencing, and decision‑making.

• Identify, analyze, and remove impediments to delivery; escalate when necessary to maintain momentum.

• Manage high‑quality, timely, and accurate reporting for overall program governance. Lead multiple initiatives of varying complexity, ensuring deliverables meet timelines, scope and quality standards.

• Champion continuous improvement and change management, advocating for the digital roadmap and desired outcomes.

• Ensure clear and consistent communication within a dynamic, matrixed environment.

• Data‑Driven Reporting & KPI Management:
  Develop executive‑ready reporting and dashboards that translate complex program data into clear insights and recommended actions.

• Partner across business and technology teams to monitor KPIs and ensure progress toward digital and customer experience targets.

• Anticipate emerging issues and advise leaders using analytical thought and informed judgment.

• Execution Leadership:
  Guide and influence cross‑functional teams to ensure execution aligns with strategic priorities.

• Establish mechanisms to monitor progress of initiatives/epics, ensuring visibility into performance, risks, and required escalations.

• Drive program ceremonies (planning, reviews, retrospectives) to ensure delivery quality and business impact.

• Stakeholder Engagement & Influence:
  Serve as a key connector across segments, identifying collaboration opportunities and dependencies affecting delivery.

• Act as the primary point of escalation for segment champions and a gatekeeper for ad‑hoc information requests.

• Use advanced communication and facilitation skills to influence diverse stakeholders, simplify complex issues, and build consensus.

• Change Leadership & Continuous Improvement:
  Champion digital transformation, change adoption, and continuous improvement across teams.

• Support the rollout of digital capabilities by ensuring alignment across stakeholders and clarity of desired outcomes.

• Promote a culture of innovation and customer‑centricity aligned with John Hancock’s strategic vision.

• Required Qualifications

• Bachelor’s degree required.

• 7+ years of experience in program or project management within digital environments.

• Proven experience leading complex cross‑functional initiatives in matrixed organizations.

• Background in digital strategy, transformation, digital marketing, or digital innovation.

• Strong understanding of digital ecosystems, experience delivery, and metrics‑driven program oversight.

• Ability to interpret internal/external business challenges and recommend program improvements.

• Ability to craft and deliver high‑quality executive and Board‑level communications.

• Comfort with financial analysis, business case development.

• Advanced communication, diplomacy, and facilitation skills, with the ability to convey complex concepts to non‑technical audiences.

• Demonstrated ability to…