Manager, Software Engineering (PLS Billing & Digital Servicing Run)

This role leads the Personal Lines Billing and Digital Servicing Run organization, supporting critical billing, payment, refund, collections, and customer servicing capabilities.

Key areas of focus include:

• Operational ownership of core billing and servicing platforms, including National Billing Platform (NBP), National Money Processing System (NMPS), ROSRS, Premium Refund Validation, Mortgage EDI, and Internet Servicing.
• Leadership of Billing Production Support, Billing Configuration, and Digital Servicing Run teams, including coordination across vendor and enterprise partners.
• Accountability for production support, incident response, problem and defect management, service resiliency, and continuous operational improvement.
• Prioritization of work across billing, payments, refunds, collections, and digital servicing functions, balancing customer impact, operational risk, compliance requirements, and business value.
• Partnership with engineering, architecture, cybersecurity, and payment providers to support integrations, payment processing capabilities, and production readiness.
• Advancement of automation, analytics, and responsible AI solutions that improve operational effectiveness and customer experience.

Preferred Experience

• Experience leading software engineering products, production operations, billing or payment platforms, or customer-facing digital services.
• Strong background in incident, problem, and service management within complex production environments.
• Knowledge of billing and payment processes, payment integrations, and digital servicing experiences.
• Experience leading onsite, offshore, and vendor-supported teams.
• Mainframe experience preferred.
• Experience managing budgets, forecasts, and technology investments preferred.
• Insurance industry and billing operations experience preferred.

Work Arrangement: This role follows a hybrid schedule and requires in-office presence in our Columbus OH office  two days per week. Candidates must be based within a commutable distance to Columbus, OH,

Work Authorization: This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the STEM OPT Extension program.

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Job Description Summary

Job Description

Key Responsibilities:

• Responsible for applying secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.

• Partner with leaders to ensure a viable total cost of ownership and ongoing health, stability, and sustainability of applications.

• Assist in the development and implementation of application suite roadmaps through the evaluation of business needs, competitive landscape, technology currency and information security considerations.

• Manage risk mitigation controls and provide support for internal and external audits.

• Support the engineering build of the application suite and non-technical efforts for the products.

• Represents the voice of the customer and acts in a forward-facing role to business partners as an active member of a portfolio management team in advocating for business case development, planning, financial management, and portfolio evaluation.

• Leads all aspects of associate management, including performance, salary administration, training and development, hiring, day-to-day management and corrective actions.

• Ensure delivery availability and resiliency through established operating mechanisms and best practices.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Technology Director or above. Leads a team of 5 or more technology professionals.

Typical Skills and Experiences:

Education: Undergraduate studies in management information systems, engineering, math, computer science or comparable experience and education are preferred.

Experience: Six or more years of experience in application suite management with four or more years leading numerous teams across multiple technologies. Proven experience in empowering and building an engaged team.

Knowledge, Abilities and Skills: Detailed understanding and knowledge of the systems development life cycle and modern methodologies, practices, tools, and techniques. Solid understanding of concepts and techniques in project delivery, budgeting, forecasting, and financial analysis. Ability to develop and implement roadmap strategies. Proven decision-making and problem-solving skills. Ability to coach and develop a team. Ability to develop and maintain positive relationships. Insurance/financial services industry knowledge is a plus.

Other criteria, including leadership skills, competencies, and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resources Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Hybrid to normal office environment. Associates may have on-call responsibility after normal working hours and/or on weekends.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Benefits

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

NOTE TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.