Director of Customer Engagement

Brightway Insurance; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Brightway Insurance in Charlotte, North Carolina is seeking an experienced Director of Engagement Center Operations to lead a new site focused on exceptional service for agency owners and their customers. The role will involve building and managing teams of service advisors committed to top-tier support and continuous improvement.

Ideal candidates will have a strong background in customer service, people management, and P&C insurance, with at least 8–10 years of experience, including four years in a management role.

Qualifications

• 2–20 years of P&C licensed experience or willingness to obtain license.
• 8–10 years of experience in customer service or related field.
• 4 or more years of people-management experience.
• Exceptional customer service mindset.
• Excellent verbal and written communication skills.

Responsibilities

• Leads insurance service teams providing localized support.
• Ensures employees align work with company goals.
• Manages and evaluates job performance of employees.
• Engages agency owners to build relationships and solicit feedback.
• Identifies technology and process improvements for customer satisfaction.

Skills

Customer Service Mindset

Problem Solving

Communication Skills

People Management

BPO Management

P&C Insurance Knowledge

Education

Bachelor’s degree

Job description

Scope

Brightway Insurance is seeking an experienced, strategic Director of Engagement Center Operations to lead a new site dedicated to delivering exceptional service to our agency owners and their customers and serving as an innovation hub for future customer service initiatives. The role will build and manage pods of service advisors who will provide top‑tier support, ensuring that every interaction aligns with our core values of performance, quality, and customer experience. As Director, you will foster a culture of continuous improvement and performance management, guiding a team to consistently exceed expectations and deliver world‑class service while helping grow the business. Additionally, the role will be a key contributor to a continuous‑improvement technology platform used to support customers and advisors interacting to address complex service needs.

Job Responsibilities

• Leads a series of insurance service teams responsible for localized support of agencies in defined geographical pods
• Ensures that employees at the site understand the company’s goals and how their work is aligned to delivering on those goals every day
• Answers customer and agency owner questions, addresses concerns, and helps customers manage their policies
• Ensures that the site is well informed and that employees have the information they need to do their jobs
• Effectively deploys change management to ensure smooth platform, training, and process transitions for the entire team
• Writes job objectives, performance reviews, and salary recommendations for employees within the Engagement Center
• Creates aspirational and clearly measurable goals for teams aligned to production, quality, and experience
• Manages and evaluates employee job performance and opportunities to improve
• Has a strong understanding of customer service concepts, practices, and procedures
• Proactively identifies technology, process, or training improvements that would increase customer satisfaction, facilitate higher retention, and improve workflow efficiency and work environment
• Leads a quality assurance practice combining AI‑powered assessments and human coaching
• Engages regularly with agency owners within the geographic areas served by the teams, soliciting feedback, building relationships, and practicing a servant‑leader mentality
• Participates in the development and maintenance of process and training documentation for the Engagement Center
• Uses industry knowledge to evaluate complex issues encountered by team members and help resolve them correctly, efficiently, and thoroughly

Skills, Licenses, Certifications

• 2–20 years of P & C licensed experience or willingness to obtain license

Education and Experience

• Bachelor’s degree or equivalent preferred
• 8–10 years of experience in customer service or related field
• 4 or more years of people‑management experience
• 4 or more years of experience in the personal or commercial P & C insurance industry
• 2 or more years managing BPO functions and companies
• Exceptional customer service mindset
• Excellent verbal and written communication skills
• Ability to learn new Brightway systems and procedures quickly
• Independent judgment and decision making; creative problem solving
• Ability to gather and analyze complex facts and data, weigh alternatives, and present logical solutions
• Proven leader with ability to mentor, train, and inspire others throughout the company

Equal Employment Opportunity

Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal‑opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law. We believe a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.