Senior Director, Enterprise Process Improvement & Customer Service

The Senior Director, Enterprise Process Improvement and Customer Service (Operations) is responsible for the strategic and operational oversight of the Policy Services Team, Client Services Team, Claim Loss History Reporting Team, and Enterprise Project Management Office. This role focuses on operations management, planning, execution, and delivery of process optimization projects and programs across the organization.

• Manage and coordinate day-to-day insurance production activities (e.g., policy issuance, renewals, endorsements, and collections) across all regions.
• Develop and implement standardized operational procedures, workflows, and best practices.
• Analyze and streamline end-to-end operational processes to eliminate bottlenecks, reduce redundancies, and improve turnaround times.
• Identify and implement process improvements and automation opportunities in collaboration with business units.
• Monitor and report on operational performance, driving continuous improvement initiatives.
• Coordinate with compliance and legal teams to proactively identify and address regulatory risks as required.
• Facilitate knowledge sharing and adoption of best practices.
• Support integration of new business lines into global operational frameworks.
• Develop, track, and report on key operational metrics (e.g., cycle times, error rates, customer satisfaction, productivity).
• Provide actionable insights and recommendations to senior management for strategic decision-making.
• Lead root cause analysis and corrective action planning for operational issues.
• Foster a culture of collaboration and continuous learning across diverse teams.
• Collaborate with IT, underwriting, claims, finance, and customer service teams to ensure seamless end-to-end service delivery.
• Develop and nurture strong partnerships with Executive Leadership Team and senior business leaders to understand issues and priorities, solve problems and improve processes to align with business needs and future state targets.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including interviewing, hiring, training, planning, assigning, directing, appraising performance, recognizing/rewarding, disciplining employees, and resolving complaints.
• Support evolving business needs as applicable.

• Bachelor’s degree in Business Administration, Insurance, Operations Management, or related field (or an equivalent combination of education, training, and experience).
• 10+ years of experience, with 6–8 years in management roles, including 7+ years of insurance operations or production management.
• Deep understanding of insurance operational processes (policy administration, claims, renewals, etc.).
• Proven track record of divisional impact and demonstrated enterprise‑wide impact.
• Strong process improvement and project management skills (Lean, Six Sigma certification a plus).
• Excellent leadership, communication, and stakeholder management abilities.
• Analytical and problem‑solving mindset with attention to detail.
• Proficiency in MS Office software, especially Excel and PowerPoint.
• Innovative with a “self‑starter” attitude.
• Proficient in outcome‑based measures for evaluating operational effectiveness and business process performance, including operational efficiency, error and rework rates, compliance audit results, customer and internal stakeholder satisfaction, and cost savings.

Base salary range: $166,800 – $225,500.

Coverys is an equal‑opportunity employer. Coverys’ job openings are open to all without regard to race, color, national origin, gender, gender identity, religion, age, height, weight, disability, political beliefs, sexual orientation, marital status, family status or veteran status.