Senior Director, Customer Service

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 through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose.

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.

GEICO is one of the nation's largest and fastest-growing auto insurers thanks to our low rates, outstanding service and clever marketing. We're an industry leader employing thousands of dedicated and hard-working associates. As a wholly owned subsidiary of Berkshire Hathaway, we offer associates training and career advancement in a financially stable and rewarding workplace.

Our success is no secret - it's the result of investing in exceptional individuals. We seek a highly motivated Director of Customer Service. You will be on the front line of driving GEICO Service culture, leading multiple countrywide locations, improving the customer experience, and generating long-term profitable growth by leading a talented service team. You will drive excellent service with a focus on retention and cross-selling other MOAT or GEICO products contributing to the profitable growth of GEICO.

This is a hybrid role, requiring on-site presence in our Tucson, AZ;
Dallas, TX;
Tampa, FL;
Lakeland, FL;
Virginia Beach, VA or Fredericksburg, VA office.

• Strategic leadership
  • Develop and implement customer service policies, strategies, key initiatives and best practices to improve service quality, efficiency, and effectiveness.
  • Coordinate strategies with other functional areas within GEICO including Sales/ Compliance/ and Product organizations to align service efforts with overall business objectives.
  • Effectively communicate to all levels, especially results through presentations.
• Team management
  • Lead, coach, and motivate the customer service directors, which includes hiring, training, and setting service standards and KPIs.
  • Guide and mentor associates through performance appraisals, salary adjustments, and disciplinary actions, ensuring a high-performing team.
• Operational Oversight and Excellence
  • Lead multiple, countrywide locations ensuring resources are aligned, processes are streamlined, and inquiries, issues, and complaints are handled promptly and effectively.
  • Identify efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
• Performance analysis
  • Monitor and analyze key performance indicators (KPIs), such as response times and customer satisfaction scores, and use the data to make improvements.
  • Ensure appropriate Staff Sufficiency to manage all contacts, meeting service level and abandoned call percentage targets.
  • Establish systems to capture and analyze customer feedback to identify trends and areas for improvement.
• Cross-functional collaboration
  • Work across multiple business partners to ensure compliance with quality standards, identifying efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
  • Effectively communicate to all levels, especially results through presentations.
  • Direct the technical and clerical Service and Underwriting activities.
  • Coordinate strategies with other functional areas including Sales/ Compliance/ and Product organizations.

• Bachelor’s degree in business, insurance, risk management, or related field. Masters is preferred.
• 8+ years in P&C insurance operations and 3+ years in a senior leadership role (800+ associates) OR12+ years in call center management.
• Deep understanding of state and federal insurance regulations, including DOI, NAIC and market conduct requirements - will consider experience with other highly regulated industries.
• Ability to lead regulatory responses and corrective action plans.
• Proven ability to design and oversee compliance frameworks for underwriting and product…