Associate Director, Customer Service & Retention – IFG

Overview

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The Associate Director, Customer Service & Retention is responsible for driving strategy and execution of a scalable, operationally-excellent Customer Retention Team from the ground up. The Associate Director, Customer Service & Retention should have deep front-line management experience with an eye for creating best-in-class, memorable, customer and agent experiences. The Associate Director, Customer Service & Retention receives assignments in the form of objectives and determines approach, resources, schedules and goals.

Do you want to create delightful and memorable experiences for customers?

Do you thrive in the grey space, in new organizations, and innovation?

Do you put people at the center of everything you do — whether it’s managing your team or improving the lives of our customers?

The Associate Director, Customer Service & Retention, reports directly into the AVP, Growth & Operations and oversees customer retention and complaint mitigation from the point-of-sale throughout the customer journey through proactive engagement, strategic initiatives, and operational excellence. Additionally, the Associate Director, Customer Service & Retention should be ready to adapt and test new business initiatives as we work to design our best-in-class experience.

This is a leadership role and the individual for this role will need experience working closely with leaders within their team and broader organization. As a critical link between business strategy and senior leadership, the Associate Director, Customer Support & Retention fosters a culture of accountability, collaboration, and continuous improvement within the team and across the organization.

• Leads retention-focused initiatives, such as targeted outreach campaigns, ensuring associates understand their role in its success
• Directs creation of outbound campaigns to ensure we are reaching the right customers at the right time, comfortable interpreting and manipulating data.
• Oversees the roll out of enterprise value initiatives vital to a new and growing business model, incl. Third Party Verification.

• Partners with the AVP and peer leaders to align team strategies with broader organizational goals and retention objectives
• Manages CST Managers as the team grows and expands
• Facilitates cross-team collaboration to share best practices, resolve challenges, and ensure consistent approaches to customer engagement
• Represents the team in strategic discussions, providing insights and recommendations based on team performance and customer feedback

• Creates an inclusive, supportive culture where associates and customers feel valued, motivated, and encouraged to share ideas and collaborate to achieve team goals
• Empowers leaders and associates to identify any customer concerns independently, providing clear guidance, tools, and support to build confidence and autonomy
• Creates repeatable processes that evolve as we continue to scale the business
• Demonstrates effective communication, accountability, and solutions-oriented mindset to inspire associates and cultivate a high performing team

• Creates a cohesive team with one goal: be the best advocate for our customers
• Provides ongoing coaching and training to equip leaders with the skills, tools, and confidence needed to achieve retention goals and deliver exceptional member experiences
• Uses key metrics and KPIs to track individual and team performance, addressing gaps with targeted improvement plans and celebrating success to maintain motivation

• Bachelor’s Degree
• 5+ Years of Customer Support/Retention Management Experience in the Medicare or adjacent space
• Strong analytical skills with experience tracking and improving key performance metrics (examples: call outcomes, retention, accretion, NPS, etc.)
• Excellent interpersonal and communications skills, with the ability to influence and collaborate across teams and leadership levels
• D…