Head of Private Client Experience & Standards - Remote

Hagerty Insurance Agency; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote work (US)

Hybrid schedule near Traverse City

Job summary

Hagerty is seeking a Director, Private Client Experience & Standards to unify and define the Private Client service across all member-facing functions. You will build curricula, establish SLAs, and lead cross-team initiatives that elevate broker and member interactions.

You will design playbooks, oversee training, and ensure consistent tone, response times, and event protocols across Hagerty’s Private Client programs, brokers, and trusted advisors in a dynamic, luxury-insurance environment.

Qualifications

• Extensive experience delivering service standards for high-net-worth clients.
• Proven ability to design and implement training programs and curricula.
• Strong proficiency in developing and enforcing brand voice and etiquette across teams.

Responsibilities

• Define, document, and enforce a unified Private Client experience standard across all member-facing functions.
• Partner with leadership to develop ongoing training programs that instill service standards, brand voice, and HNW client etiquette.
• Build and maintain playbooks for private client and broker interactions, with clear SLAs and escalation paths.
• Map end-to-end member journeys and develop multi-year experience roadmaps aligned to business goals.

Skills

High-Net-Worth client services

Luxury brand management

Project management

Executive coaching / training

Job description

Hagerty is seeking a Director, Private Client Experience & Standards to unify and define the Private Client service across all member-facing functions. You will build curricula, establish SLAs, and lead cross-team initiatives that elevate broker and member interactions.

You will design playbooks, oversee training, and ensure consistent tone, response times, and event protocols across Hagerty’s Private Client programs, brokers, and trusted advisors in a dynamic, luxury-insurance environment.