Program Manager - Citizens

Job Summary

We're looking for a strategic operator to lead the daily execution of our Citizens Homeowners Depopulation Program
, ensuring seamless coordination across TPAs, agents, and internal teams. Our Program Manager will oversee the day-to-day operations of our Citizens depopulation program, including servicing and claims handled by third-party administrators (TPAs).

As we scale our HO offerings, we’re focused on building smart, responsive systems that support agents, TPAs, and policyholders through every step of the transition. The ideal candidate will not only oversee operations—but will be a hands-on leader who’s ready to dive into workflows, troubleshoot issues in real time, and drive measurable results across servicing and claims.

You’ll be the central point of coordination between underwriting, operations, agents, and TPAs—ensuring that every policy transition, claim, and service request meets our standards for speed, accuracy, and regulatory compliance.

Responsibilities

• Oversee daily servicing and claims workflows across multiple TPAs
• Monitor performance against SLAs and escalate delays or compliance risks
• Coordinate onboarding of depopulated policies into internal systems
• Track policy retention
  , cancellations, and servicing exceptions
• Build dashboards for claims turnaround, agent escalations, and servicing metrics
• Liaise with Underwriting, IT, and Compliance to resolve issues and improve workflows
• Prepare audit-ready documentation and regulatory reporting as needed

Skills

• Proven experience managing TPAs and vendor relationships
• Advanced analytical capabilities with expertise in Excel, dashboards, and KPI tracking
• Clear, confident communicator with strong escalation management instincts
• Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Strategic problem-solver with a focus on operational execution

Qualifications

• 5+ years in P&C insurance operations, preferably in Florida or coastal markets
• Expertise in Citizens depopulation workflows, including policy onboarding, servicing protocols, and regulatory compliance under Florida OIR guidelines

License Requirement:

Florida 440 Customer Service Insurance License is preferred

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Project Management and Information Technology