Director – Engagement Center Operations

Jobtailor

Kentucky

On-site

USD 110,000 - 160,000

Full time

14 days+

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Job summary

Jobtailor seeks a strategic leader to direct the Engagement Center in Kentucky. You will drive customer experience transformation across channels, identify automation opportunities, and leverage data to shape proactive service strategies.

The role requires ensuring SLAs, QA, and training align with evolving processes while mentoring center leaders and teams. You will collaborate with senior leaders to translate customer and operational insights into enterprise actions, oversee large programs,

Qualifications

Bachelor’s degree in business, communications, management, or related field preferred.
7+ years of progressive customer service, contact center, or CX leadership experience.
Insurance industry experience strongly preferred (Personal/Commercial Lines, Workers’ Comp).
Experience leading CX transformation initiatives, AI/automation implementations.
Proven success improving satisfaction, efficiency, and first-call resolution.
Ability to influence stakeholders and lead large transformation programs.
Residence within an approved U.S. payroll state.

Responsibilities

Develop and execute the strategic vision for the Engagement Center.
Lead CX transformation initiatives across communication channels.
Identify and implement automation, self-service, and digital engagement technologies.
Analyze data and apply predictive insights for proactive service strategies.
Assess impacts of system changes and modify processes accordingly.
Establish service standards, KPIs, and SLAs.
Improve First Call Resolution and reduce repeat contacts.
Manage escalations and ensure timely resolutions.
Oversee training programs aligning with processes and technology.
Oversee QA programs covering interactions, quality, compliance, and efficiency.
Develop modern customer service performance frameworks.
Use analytics and insights to suggest process improvements.
Collaborate with AVP and leaders on customer-facing impacts of initiatives.
Participate in project, system implementation, and testing teams.
Lead, develop, and mentor Engagement Center leaders and staff.
Oversee recruitment, onboarding, training, and retention.
Conduct performance reviews and development plans.

Skills

Leadership

Mentoring

Cross-functional

Stakeholder influence

Conflict resolution

Data Analytics

Automation Technologies

Process Improvement

AI Technologies

Self-Service Platforms

Workflow Automation

Digital Engagement

Education

Bachelor's degree in Business/ Communications/ Management

Tools

AI Technologies

Self-Service Platforms

Automation Software

Customer Insights Tools

Workflow Automation

Digital Engagement Technologies

Job description

• Develop and execute the strategic vision for the Engagement Center.
• Lead customer experience transformation initiatives across communication channels.
• Identify, evaluate, and implement automation, self-service, workflow automation, and digital engagement technologies.
• Analyze customer interaction data and leverage predictive insights for proactive service strategies.
• Assess operational impacts of system changes and business initiatives and implement process modifications.
• Establish service standards, operational KPIs, and service-level agreements.
• Improve First Call Resolution and reduce repeat customer contacts.
• Manage escalated customer situations and ensure timely resolution.
• Ensure training programs support evolving processes, technology, and customer experience initiatives.
• Oversee quality assurance programs covering interactions, service quality, compliance, and operational effectiveness.
• Develop modern customer service performance frameworks.
• Use data analytics and customer insights to recommend process improvements and corrective actions.
• Collaborate with the AVP of Customer Service and business leaders on customer-facing impacts of strategic initiatives.
• Serve on project, system implementation, process improvement, and testing teams.
• Lead, develop, and mentor Engagement Center leaders and associates.
• Oversee recruitment, onboarding, training, and retention.
• Conduct performance reviews and create individual development plans.

Requirements

Bachelor’s degree in business, communications, management, or related field preferred.
Minimum of 7 years of progressive customer service, contact center, or customer experience leadership experience.
Insurance industry experience strongly preferred, including Personal Lines, Commercial Lines, Workers' Compensation, or related insurance operations.
Experience leading customer experience transformation initiatives.
Experience implementing AI, automation, self-service, or digital customer engagement technologies.
Demonstrated success improving customer satisfaction, operational efficiency, and first-call resolution metrics.
Experience leading large-scale process improvement or business transformation initiatives.
Demonstrated ability to influence cross-functional stakeholders, manage complex transformation initiatives, and translate customer and operational insights into enterprise action plans.
Candidates must reside and work within an approved U.S. payroll state.

Core Competencies

Demonstrates expertise in customer experience transformation, leveraging data analytics and automation technologies to enhance service delivery and operational efficiency. Proven ability to lead teams, develop performance frameworks, and implement strategic initiatives within the insurance industry.

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