Director, Policy Operations & Customer Experience (Hybrid)

Kemper; Chesterfield (MO); Hybrid; USD 112,000 - 187,000; Full time

Benefits offered by this job

Annual discretionary bonus

Medical, Dental, Vision, PTO, 401k

Job summary

Kemper is seeking a Director of Policy Administration to lead operations across Policy Services, Agency Experience, Billing, Records Management, FNOL, and Contact Center functions. You will drive excellence, improve processes, and manage remote and offshore teams while aligning with business goals.

The role requires 8+ years in insurance operations with 3+ years in leadership, and a strong track record of technology-enabled change. This hybrid role can be based in Chesterfield, MO or Chicago, IL.

Qualifications

• Bachelor’s degree or Insurance-related experience.
• 8+ years of progressive experience in insurance operations, including 3+ years of people leadership.
• Experience leading large-scale operational teams across multi-location, remote US, St. Louis-based, and offshore/BPO models with contact center oversight.
• Proven track record of driving process transformations and technology-enabled change.
• Strong leadership, coaching, communication, and team development skills.
• Knowledge of insurance policy administration, billing, agency support, and contact center operations.
• Strong analytical, problem-solving, and financial management skills with the ability to drive operational performance.
• Ability to manage competing priorities, implement change, and collaborate effectively across business functions.

Responsibilities

• Oversee daily operations across multiple support functions, ensuring service quality, efficiency, and regulatory compliance.
• Lead and develop managers and teams across multiple locations, fostering accountability, employee engagement, and consistent operational performance.
• Monitor operational metrics, service levels, and budgets to identify opportunities for improved productivity, cost management, and customer satisfaction. Translate data into actionable insights and drive continuous improvements.
• Identify and lead implementation of process improvements, automation, and technology solutions to streamline operations, improve accuracy, and enhance the agent and policyholder experience.
• Partner with Distribution, IT, Claims, Underwriting, Compliance, and other business functions to execute operational initiatives and support business priorities.

Skills

Leadership

Coaching

Communication

Team development

Analytical

Problem solving

Financial management

Prioritization

Collaboration

Education

Bachelor’s degree

Insurance-related experience

Job description

Kemper is seeking a Director of Policy Administration to lead operations across Policy Services, Agency Experience, Billing, Records Management, FNOL, and Contact Center functions. You will drive excellence, improve processes, and manage remote and offshore teams while aligning with business goals.

The role requires 8+ years in insurance operations with 3+ years in leadership, and a strong track record of technology-enabled change. This hybrid role can be based in Chesterfield, MO or Chicago, IL.