Customer Service Transformation & Enablement Lead

American Modern Insurance Group; Cincinnati (OH); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Health insurance

Vision and dental insurance

Short and Long Term Disability

Life and AD&D plans

401k plan with employer match

Paid time off (24 days + anniversaries

Bonus eligibility

Job summary

American Modern Insurance Group, a Munich Re company, is seeking a Customer Service Manager to shape a new operating model. You will design and sustain a development framework that equips Customer Service staff with knowledge, skills, and tools to deliver exceptional service amid evolving technology and processes.

You will lead training, governance of knowledge resources, and workforce readiness, driving performance improvements and a stronger employee and customer experience across the

Qualifications

• Bachelor’s degree or actively pursuing a bachelor’s degree.
• Property and casualty insurance experience.
• Three or more years of supervisory or people-leadership experience.
• Demonstrated experience hiring, coaching, mentoring, and developing employees.
• Strong leadership, communication, presentation, interpersonal, and business-writing skills.
• Strong analytical, problem-solving, critical-thinking, organizational, and time-management skills.
• Proficiency with Microsoft Office applications and the ability to learn new systems.
• Ability to lead change, promote innovation, manage competing priorities, and drive operational results.

Responsibilities

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

Skills

Leadership

Communication

Change management

Analytical thinking

Time management

Education

Bachelor’s degree or current pursuit

Tools

Microsoft Office

Job description

American Modern Insurance Group, a Munich Re company, is seeking a Customer Service Manager to shape a new operating model. You will design and sustain a development framework that equips Customer Service staff with knowledge, skills, and tools to deliver exceptional service amid evolving technology and processes.

You will lead training, governance of knowledge resources, and workforce readiness, driving performance improvements and a stronger employee and customer experience across the