Head of Customer Experience & Engagement Center

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

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.