Director, Engagement Center Ops — AI-Driven CX

Encova Insurance; Charleston (WV); Hybrid; USD 109,000 - 174,000; Full time

Benefits offered by this job

Health, Dental & Vision Insurance

401(k) Retirement Plan - 100% company?

Paid Time Off

Flexible Work Arrangements - Hybrid

Job summary

Encova Insurance seeks a Director, Engagement Center Operations to guide strategic direction and oversee engagement center operations, training, and service delivery across channels. You will lead modernization initiatives using AI and automation, set KPIs and SLAs, and drive improvements in First Call Resolution, customer satisfaction, and associate engagement in collaboration with senior leadership.

This role requires building a high-performance culture and mentoring leaders in a dynamic,

Qualifications

• Bachelor's degree in business, communications, management 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.

Responsibilities

• Develop and execute the strategic vision for the Engagement Center to enhance customer satisfaction, operational performance, and business outcomes.
• Lead and manage customer experience transformation initiatives focused on simplifying and streamlining customer experiences across all communication channels.
• Identify, evaluate and implement the adoption of automation technologies, self-service tools, workflow automation, and digital engagement capabilities and efficiencies that enhance customer and employee experiences.
• Analyze customer interaction data and leverage predictive insights to drive proactive customer service strategies.
• Review system changes and business initiatives to assess operational impacts and implement process modifications as necessary.
• Establish and maintain service standards, operational KPIs, and service-level agreements (SLAs) that drive accountability and performance.
• Develop strategies and operational processes designed to improve First Call Resolution (FCR) and reduce repeat customer contacts.
• Manage escalated customer situations and ensure timely and effective resolution.
• Ensure training programs support evolving business processes, technology enhancements, and customer experience initiatives.
• Oversee quality assurance programs to evaluate customer interactions, service quality, compliance, and operational effectiveness.
• Develop and implement modern customer service performance frameworks focused on customer outcomes, operational efficiency, and employee effectiveness.
• Utilize data analytics and customer insights to drive decision making and broker process improvements or propose corrective actions.
• Collaborate with the AVP of Customer Service and business leaders to prepare the organization for customer-facing impacts of strategic initiatives.
• Serve on project teams, system implementation efforts, process improvement initiatives, and testing teams.

Skills

Customer experience leadership

AI & automation

Cross-functional collaboration

Transformational leadership

Education

Bachelor's degree in business, communications, management

Job description

Encova Insurance seeks a Director, Engagement Center Operations to guide strategic direction and oversee engagement center operations, training, and service delivery across channels. You will lead modernization initiatives using AI and automation, set KPIs and SLAs, and drive improvements in First Call Resolution, customer satisfaction, and associate engagement in collaboration with senior leadership.

This role requires building a high-performance culture and mentoring leaders in a dynamic,