Director – Engagement Center Operations

• Develop and execute the strategic vision for the Engagement Center.

• Lead customer experience transformation initiatives across communication channels.

• Identify, evaluate, and implement automation, self-service, workflow automation, and digital engagement technologies.

• Analyze customer interaction data and leverage predictive insights for proactive service strategies.

• Assess operational impacts of system changes and business initiatives and implement process modifications.

• Establish service standards, operational KPIs, and service-level agreements.

• Improve First Call Resolution and reduce repeat customer contacts.

• Manage escalated customer situations and ensure timely resolution.

• Ensure training programs support evolving processes, technology, and customer experience initiatives.

• Oversee quality assurance programs covering interactions, service quality, compliance, and operational effectiveness.

• Develop modern customer service performance frameworks.

• Use data analytics and customer insights to recommend process improvements and corrective actions.

• Collaborate with the AVP of Customer Service and business leaders on customer-facing impacts of strategic initiatives.

• Serve on project, system implementation, process improvement, and testing teams.

• Lead, develop, and mentor Engagement Center leaders and associates.

• Oversee recruitment, onboarding, training, and retention.

• Conduct performance reviews and create individual development plans.

• Bachelor’s degree in business, communications, management, or related field preferred.
• Minimum of 7 years of progressive customer service, contact center, or customer experience leadership experience.
• Insurance industry experience strongly preferred, including Personal Lines, Commercial Lines, Workers' Compensation, or related insurance operations.
• Experience leading customer experience transformation initiatives.
• Experience implementing AI, automation, self-service, or digital customer engagement technologies.
• Demonstrated success improving customer satisfaction, operational efficiency, and first-call resolution metrics.
• Experience leading large-scale process improvement or business transformation initiatives.
• Demonstrated ability to influence cross-functional stakeholders, manage complex transformation initiatives, and translate customer and operational insights into enterprise action plans.
• Candidates must reside and work within an approved U.S. payroll state.

Demonstrates expertise in customer experience transformation, leveraging data analytics and automation technologies to enhance service delivery and operational efficiency. Proven ability to lead teams, develop performance frameworks, and implement strategic initiatives within the insurance industry.

• Customer Experience Transformation
• Data Analytics
• Automation Technologies
• Process Improvement
• Insurance Industry Experience

• Customer Interaction Analysis
• Workflow Automation
• Digital Engagement Technologies
• Operational KPI Development
• First Call Resolution Improvement
• Quality Assurance Programs
• Performance Review Management
• Process Modification Implementation
• Predictive Insights Utilization
• Service-Level Agreement Establishment

• Leadership
• Mentoring
• Cross-Functional Collaboration
• Stakeholder Influence
• Conflict Resolution

• Insurance Operations
• Personal Lines
• Commercial Lines
• Workers' Compensation
• Customer Service

• AI Technologies
• Self-Service Platforms
• Customer Service Performance Frameworks
• Customer Insights Tools
• Automation Software