Retail Operations Project Manager Jobs in Springfield, MA

Work Arrangement: This full-time role follows an in-office schedule, with an expectation of working on-site in Glastonbury, CT, with limited flexibility as needed.

The Project Manager, plays a key role in the Smith Brothers Project Management Office to help us optimize our business for all stakeholders. This role manages and executes project tools and methodologies (PMP, Six-Sigma, LEAN) to lead, facilitate, and support cross-functional teams to improve and redesign operational processes critical to our strategic priorities – Profitable Growth, Client Experience and Great Place To Work. This position supports the organization's efforts to implement best practices, standards, and governance for project management across our agency. The Project Manager serves as an internal partner, ensuring operational excellence while aligning with agency processes, values, and culture.

Responsibilities

• Lead process improvement initiatives including managing the day-to-day aspects of projects (i.e. stakeholder alignment, status communication, metric reporting, next steps, and task management.)
• Lead internal and external meetings to maintain communication between stakeholders, clients, vendors, and other involved participants.
• Report project progress to agency leadership, project leadership, and project team members.
• Execute and maintain process documentation (i.e. project trackers, process mapping, communication tools, etc.).
• Learn, pilot and/or implement new project management tools, software, methods, and techniques.
• Manage KPIs and reporting capabilities of projects (i.e. labor hours, financial trends, agency consistencies) ensuring they are tracked for use in future quoting and resource planning.
• Maintain complete understanding of cross-disciplinary requirements and project roles to ensure project deadlines are met or improved.
• Manage multiple concurrent projects and maintain highly organized logistical control.
• Work with business owner, IT/Tech, and vendors to install, test, and measure success of implemented systems.
• Establish and maintain business relationships with appropriate business partners, both internal and external.
• Solicit project feedback, analyze, and continuously improve project management processes.
• Ensure processes are well documented and easily accessible to team members.
• Collaborate with the Tech & Data team on intake, prioritization, and delivery of AI initiatives.
• Follow department and agency defined processes, procedures, and workflows.
• Utilize the agency management system for daily activities, documentation, and assigned tasks.
• Review, update, and help develop processes and workflows as needed.
• Ensure compliance with agency processes, confidentiality standards, and quality metrics.
• Engage in ongoing professional development through internal learning and training.
• Effectively use MS Office, standard office applications, and other technologies.
• Skillfully use AI tools (Copilot, ChatGPT, etc.) to aid work and efficiency.
• Work effectively with all team members, provide backup support, and contribute to team collaboration.
• Demonstrate alignment with our purpose, values, and culture.

Desired Skills

• Demonstrated success managing improvement projects, utilizing Six Sigma, Lean, or other continuous improvement methodology and tools.
• End-to-end process thinking and ability to work with IT/Tech to automate processes.
• Hands-on experience applying AI assistants or agent-based solutions (e.g., Copilot, ChatGPT) to business workflows.
• Excellent communication skills with stakeholders at all levels – listening, verbal, and written.
• Excellent presentation skills and ability to conduct presentations to individuals and groups.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail, accuracy, and follow-through.
• Organized, self-directed, and accountable.
• Comfortable learning and using new technology and AI-enabled tools.
• Committed to continuous learning and professional development.
• Team oriented, collaborative, accountable, and willing to share knowledge and best practices.
• Flexibility and willingness to take on additional work and projects assigned.
• Self-motivated, strong work ethic, adaptable, stress tolerance to overcome hurdles.
• Team player who consistently defaults to good.

Qualifications

• 5+ years of experience in process improvement, business analysis, project management; or an equivalent combination of education and experience.
• High school diploma or equivalent required; college degree preferred (if applicable).
• Project Management or Process Improvement designations or certifications preferred.
• Project Management and/or business experience of insurance agency marketplace preferred.

General Working Conditions

• Fast-paced environment with frequent telephone, email, virtual, and/or in-person interaction.
• Some travel and non-standard working hours may be required.
• Ability to work at a computer for extended periods of time.
• Culture rooted in collaboration, integrity, trust, respect, creativity, and fun.

Compensation
The estimated base salary range for this position ranges from $68,000 to $106,300. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. The hiring range represents the Company’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Qualifying positions will also be eligible for comprehensive benefits, such as participation in family medical and dental insurance programs, 401K plan, PTO, licensing, and continuing education reimbursement.

Must be authorized to work in the United States on a full-time basis without Company sponsorship.

Smith Brothers Insurance, LLC is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, affectional or sexual orientation, gender identity or expression, national origin, ancestry, nationality, age, disability, marital or domestic partnership or Civil Union status, pregnancy, family medical history or genetic information, atypical cellular or blood trait, military service or any other status protected by law.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. Duties, responsibilities, and activities may change at any time with or without notice, based on business needs. This description does not constitute a contract of employment, and we reserve the right to revise the job description and/or require other tasks be performed as circumstances change.

About Smith Brothers

Smith Brothers Insurance is a Top 100 National Broker with over 50 years of being independently operated. We are multi-disciplined with expertise in Commercial Lines, Personal Lines, Employee Benefits, Surety, Group Retirement Plans including 401(k) and 403(b) Plans, Risk Management, and Financial Services.