Customer Experience & Operations Manager (Insurance)

The Jonus Group; Woodcliff Lake (NJ); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Health, dental, and vision insurance

Paid time off and holidays

Professional development opportunities

Résumé du poste

The Jonus Group is seeking a seasoned Customer Relations Manager to lead and optimize our multi-department customer service operations across ERISA Fidelity, Commercial Surety, and Commercial Insurance. This on-site role demands a proactive leader who can drive performance and deliver exceptional service.

You will manage daily operations, supervise staff, design workflows, monitor metrics, and implement training programs to elevate service quality and efficiency.

Qualifications

• 5+ years of customer service experience with 2–3 years in supervision.
• Proven experience managing employees, workloads, and performance metrics.
• Insurance or financial services industry experience preferred.
• Strong leadership, organizational and communication skills.
• Proficiency with CRM, Excel, and reporting tools.

Responsabilités

• Oversee daily customer service operations across departments (ERISA Fidelity, Commercial Surety, Commercial Insurance).
• Set daily, weekly, monthly activity goals and monitor productivity.
• Organize workloads, assign priorities, and ensure timely task completion.
• Lead onboarding, ongoing training, cross-training, and coaching.
• Develop dashboards and KPI reports to track performance.
• Monitor service standards and resolve escalated customer concerns.
• Identify process improvements and implement automation.
• Collaborate with underwriting, sales, marketing, operations and IT.

Connaissances

CRM systems

Task management tools

Excel

Performance reporting

Formation

Bachelor’s degree in Business Administration or related field

Outils

CRM software

Workflow automation tools

Reporting tools

Description du poste

The Jonus Group is seeking a seasoned Customer Relations Manager to lead and optimize our multi-department customer service operations across ERISA Fidelity, Commercial Surety, and Commercial Insurance. This on-site role demands a proactive leader who can drive performance and deliver exceptional service.

You will manage daily operations, supervise staff, design workflows, monitor metrics, and implement training programs to elevate service quality and efficiency.