Aetna Senior Project Manager in Jacksonville, Florida

Req ID: 42646BR


Senior Project Manager responsible for management of large/multi-faceted IT and/or business project(s) associated with Contact Center Technology assets or customers, including the primary customer service applications and surround technology.

Fundamental Components:

  • Accountable for the ongoing management of projects with large and/or complex scope and deliverables. These projects typically impact multiple processes, systems, products and/or functions. Ongoing management may include ideation, documentation of requirements, and review of IT design/development, testing and implementation. Projects may follow agile methodology, or a business specific process (i.e. ABX).

  • Be the voice of our customers and the users of our applications; advocating for them by recommending appropriate actions, strategies and capabilities.

  • Articulate business impact and sense of urgency around deliverables to our IT partners in a meaningful, collaborative and productive manner.

  • Responsible for identifying and communicating project risks and issues.

  • Accountable for determining benefits and managing the financial implications throughout the project lifecycle.

  • Ensure the end state of the project meets business objective(s), due dates are met and benefits are achieved.

  • Manage relationships across several business areas and IT organizations.

  • Engage in general application support for the Contact Center Technology assets, as needed. This may include support for production incidents/outages, monitoring application performance and/or application security to name a few.

  • Travel may be required and will vary based on project assignment.

  • On call/after hours support may be needed on a rotational basis.


Proven track record meeting project milestones and negotiating for resources

Strong communication skills (written and verbal)

Experience acting as project lead and directing a team

Solid Project Management/Lead and supervisory skills

Experience collaborating across areas to gain consensus/drive towards a common goal

Familiarity with customer service applications, including ASD preferred


The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.


Functional - Customer Service/Customer service - production environment/1-3 Years

Functional - Project Management/Cross-functional project management/1-3 Years

Functional - Management/Management - Process and quality improvement/1-3 Years

Functional - Planning/Business/1-3 Years

Functional - Project Management/Project Leader/1-3 Years


Technical - Aetna Applications/Aetna Strategic Desktop Reporting/1-3 Years/End User


Leadership/Collaborating for Results/ADVANCED

General Business/Demonstrating Business and Industry Acumen/ADVANCED

Leadership/Developing and Executing Strategy/ADVANCED


General Business/Applying Reasoned Judgment/MASTERY

General Business/Communicating for Impact/ADVANCED

General Business/Maximizing Work Practices/ADVANCED

Telework Specifications:

Work location can include any Service Operations strategic site and/or Hartford. Telework may be considered only for current internal teleworkers.


This position requires a confident self-assured leader with a proven track record in meeting project dates and a demonstrated ability to impact change. You will need to quickly develop an understanding of the project, business mission and strategic direction to identify impacts to members, users, systems and workflow processes. You must have a great desire to learn and want to continuously improve. Experience and understanding of our contact center environment is a plus.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Management