Manager, Shared Services
Job in
Tempe, Maricopa County, Arizona, 85285, USA
Listed on 2026-09-12
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-12
Job specializations:
-
Management
Regulatory Compliance Specialist, Operations Management
Job Description & How to Apply Below
- Manage the daily operations and priorities of Quality, Training, Licensing, and Escalations teams supporting contact center goals, compliance expectations, and customer experience standards.
- Coach, develop, and support shared services employees and supervisors; establish goals, performance expectations, accountability, and development plans.
- Maintain operating rhythms, performance reporting, team meetings, and cross-functional coordination.
- Implement scalable processes, tools, standards, and programs based on business priorities and senior leadership direction.
- Monitor departmental resources, vendor performance, licensing readiness, escalation volumes, and technology needs; provide recommendations to leadership.
- Manage the contact center quality program, including evaluation standards, calibration, monitoring, scorecards, reporting, and corrective action plans.
- Partner with Operations leaders and supervisors to identify performance gaps and implement targeted improvements.
- Analyze customer feedback, interaction data, complaint trends, and quality results to recommend customer and employee experience improvements.
- Manage onboarding, new-hire training, role-based learning, continuing education, and leadership development programs.
- Maintain current training content, knowledge resources, job aids, process documentation, and change enablement materials.
- Measure training effectiveness using performance outcomes, quality results, speed to proficiency, learner feedback, and operational metrics.
- Manage licensing processes, required licenses, appointments, continuing education, and compliance documentation.
- Partner with Compliance, Legal, Operations, Training, and carrier or producer management partners on licensing requirements, regulatory changes, audits, and remediation.
- Manage customer and operational escalations, including intake, assignment, investigation, resolution tracking, root cause analysis, communications, and stakeholder follow-up.
- Identify escalation trends, licensing risks, process gaps, and knowledge issues and implement corrective and preventive improvements.
- Maintain reporting and governance routines covering licensing status, escalation performance, recurring issues, compliance risks, and resolution effectiveness.
- High school diploma or GED required.
- Bachelor’s degree in business, operations, communications, analytics, or a related field, or equivalent professional experience.
- 8+ years of experience in contact center operations, shared services, customer experience, quality, training, licensing, escalations, compliance operations, or a related discipline.
- 5+ years of people leadership experience, including direct responsibility for coaching, performance management, and employee development.
- Must have and maintain Property & Casualty License or must obtain within 45 days of hire.
- Demonstrated experience managing quality assurance, training, licensing, escalations, or compliance-related programs in a high-volume contact center environment.
- Strong understanding of contact center metrics, including quality performance, customer satisfaction, first contact resolution, escalation resolution, complaint trends, compliance outcomes, and operational effectiveness.
- Experience using contact center technology, learning platforms, quality tools, licensing tracking resources, escalation management workflows, reporting dashboards, and knowledge management resources.
- Ability to interpret data, identify trends, resolve operational issues, and present clear recommendations to leaders and cross-functional partners.
- Strong communication, collaboration, change management, and presentation skills.
- Preferred: experience in pet insurance, insurance, healthcare, financial services, veterinary services, or…
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