Customer Service Leader, Workforce Enablement & Governance

Munich Reinsurance America, Inc; Amelia (OH); Hybrid; USD 90,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Vision & dental

Short & Long Term Disability

Life & AD&D

401k with match

Paid time off

Annual bonus

Hybrid work model

On-site cafeteria

Wellness center

Tuition assistance

Adoption assistance

Corporate matching gifts

Volunteer time off

Job summary

American Modern Insurance Group, Inc., a Munich Re company, seeks a Customer Service Manager to shape a new operating model and build a robust development framework for Customer Service employees.

You will drive training, knowledge management, and workforce enablement while guiding change, performance improvements, and a superior employee and customer experience. This role blends leadership with strategic learning initiatives.

Qualifications

• Bachelor's degree or actively pursuing a degree.
• Property & casualty insurance experience.
• 3+ years of supervisory or people-leadership experience.
• Experience hiring, coaching, mentoring, and developing employees.
• Strong leadership, communication, presentation, interpersonal, and business-writing skills.
• Strong analytical, problem-solving, organizational, and time-management skills.
• Proficiency with Microsoft Office and ability to learn new systems.
• Ability to lead change, promote innovation, manage competing priorities, and drive results.

Responsibilities

• Own the Customer Service training, knowledge management, and workforce enablement strategy.
• Develop an integrated learning framework linking onboarding, ongoing training, licensing, compliance, quality, and career progression.
• Identify workforce capability needs and translate them into scalable learning solutions.
• Lead change management and readiness efforts for new technologies, products, processes, and ways of working.
• Establish governance and oversight of knowledge resources and learning effectiveness.
• Support leadership development, talent growth, operational readiness, and continuous improvement initiatives.

Skills

Leadership

Communication

Training design

Change management

Time management

Analytical thinking

Problem solving

Interpersonal skills

Education

Bachelor's degree or active pursuit

Tools

Microsoft Office

Learning management systems

Job description

American Modern Insurance Group, Inc., a Munich Re company, seeks a Customer Service Manager to shape a new operating model and build a robust development framework for Customer Service employees.

You will drive training, knowledge management, and workforce enablement while guiding change, performance improvements, and a superior employee and customer experience. This role blends leadership with strategic learning initiatives.