Director, Associate Relations Operations & Governance

## Director, Associate Relations Operations & Governance Apply:
Hybrid:
Bethesda, MD:
New York City, NY:
Richardson, TX:
Chicago, IL:
Full time:
Posted Today:
R0065824
** Why Join GEICO?
** At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities.

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide.

Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge:
Great Company, Great Culture, Great Rewards, and Great Careers.
** Role Overview
** This role is responsible for translating Associate Relations strategy into consistent, high‐quality execution across the enterprise. You will lead the design, implementation, and continuous improvement of workflows, governance standards, and quality mechanisms that ensure fair, consistent, and defensible outcomes in how associate relations work is delivered.

You will focus on strengthening the operational backbone of the function—establishing clear expectations, standardizing processes, improving decision consistency, and enabling teams through tools, templates, documentation, and training. This role partners closely with Associate Relations leadership, HR, Legal, and Compliance to ensure execution aligns with enterprise standards and risk requirements.
** Key Responsibilities
**** Operations & Process Excellence
*** Leads the functional area of associate relations across all business segments and regions
* Design, implement, and continuously improve end-to-end Associate Relations workflows, including case intake, triage, investigation, escalation, and resolution.
* Standardize processes across teams to drive consistency, efficiency, and scalability.
* Define and operationalize service expectations (e.g., SLAs, case handling standards, documentation requirements).
* Identify process gaps and inefficiencies; lead initiatives to streamline workflows and reduce variability in execution.
** Governance & Decision Quality
*** Establish and maintain governance frameworks that ensure consistent, fair, and defensible decision-making across cases.
* Develop and enforce standards for investigations, corrective actions, and policy interpretation.
* Partner with Legal and Compliance to ensure alignment with regulatory requirements and risk mitigation strategies.
* Conduct structured reviews of complex or high-risk cases to ensure adherence to standards and sound judgment.
** Quality Assurance & Continuous Improvement
*** Build and lead a formal quality assurance program, including audits, case reviews, and calibration sessions.
* Define quality metrics and monitor adherence to standards across the function.
* Identify trends in decision variability, documentation quality, and investigative rigor; drive targeted improvements.
* Partner with leadership to implement corrective actions and elevate overall function maturity.
** Tools, Templates & Documentation
*** Develop, standardize, and maintain core tools and templates (e.g., investigation plans, interview guides, case summaries, decision frameworks).
* Ensure clear, consistent documentation standards that support defensibility and transparency.
* Partner with technology teams (e.g., HR systems, HR Acuity) to optimize system workflows, data capture, and reporting.
** Training & Capability Enablement
*** Design and deliver training programs for Associate Relations team members and HR partners on…