Digital Program Manager

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 influence without authority, guide stakeholders toward shared outcomes, and resolve sensitive issues.

• Strong analytical and problem‑solving skills; ability to take new perspectives on existing solutions and lead others to solve complex challenges.

Preferred Qualifications:

• Experience in financial services (insurance, investments, or banking) strongly preferred.

Competencies:

• Strategic & Critical Thinking – Uses analytical thought to exercise judgment and contribute to new solutions.

• Program Leadership – Leads medium to large initiatives with moderate complexity and multiple stakeholders.

• Influence & Negotiation – Influences others to adopt different viewpoints; builds consensus.

• Business Acumen – Interprets business challenges and recommends improvements to processes/services.

• Communication Excellence – Simplifies complex information; effectively presents to senior leadership.

• Change Leadership – Advocates for digital transformation and facilitates adoption across teams.

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.

If you are applying to this role in Massachusetts, please note the salary range is $ 92,475 - $160,290 USD.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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