Director of Customer Engagement & Service Excellence

Brightway Insurance, LLC; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Brightway Insurance is seeking a strategic Director of Engagement Center Operations to lead a new site delivering exceptional service to agency owners and customers. You will build and manage pods of service advisors, align their work with Brightway’s values, and drive continuous improvement while shaping a technology-enabled platform for customers and advisors.

You will guide a team to exceed performance, quality, and experience expectations, manage performance, and contribute to growth

Qualifications

• Bachelor's degree or equivalent preferred.
• 8-10 years in Customer Service or related field.
• 4+ years in people management.
• 4+ years in personal or commercial P&C insurance industry.
• 2+ years managing BPO functions and companies.

Responsibilities

• Lead a series of insurance service teams responsible for localized support of agencies in defined geographical pods.
• Ensure site understands company goals and alignment of work to those goals.
• Answer customer and Agency owner questions; manage policy concerns with care.
• Keep site well informed with necessary information to do their jobs.
• Deploy change management for platform, training, and process transitions.

Skills

Leadership

Customer service

Strategic planning

Team development

Education

Bachelor's degree

Job description

Brightway Insurance is seeking a strategic Director of Engagement Center Operations to lead a new site delivering exceptional service to agency owners and customers. You will build and manage pods of service advisors, align their work with Brightway’s values, and drive continuous improvement while shaping a technology-enabled platform for customers and advisors.

You will guide a team to exceed performance, quality, and experience expectations, manage performance, and contribute to growth