Manager, Shared Services

Jobtailor; Arizona; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced Senior Manager to lead Quality, Training, Licensing, and Escalations within a high-volume contact center in the United States. You will drive cross-functional programs, coach leaders, and align processes with regulatory requirements to enhance customer and employee experiences.

You will partner with Compliance, Legal, and Operations to ensure licensing readiness, data-driven improvements, and scalable training.

Qualifications

• 8+ years of experience in contact center operations, shared services, customer experience, quality, training, licensing, escalations, or compliance operations.
• 5+ years of people leadership experience with coaching, performance management, and development responsibilities.
• Must have and maintain Property & Casualty License or obtain within 45 days of hire.
• Demonstrated experience leading quality assurance, training, licensing, escalations, or compliance programs in high-volume contact centers.
• Strong understanding of contact center metrics: quality, CSAT, FCR, escalations, and regulatory outcomes.
• Experience with contact center technology, learning platforms, quality tools, licensing tracking, and reporting dashboards.

Responsibilities

• Manage daily operations and priorities of Quality, Training, Licensing, and Escalations teams to support contact center goals and customer experience standards.
• Coach, develop, and support shared services employees and supervisors; set goals and accountability.
• Maintain operating rhythms, performance reporting, team meetings, and cross-functional coordination.
• Implement scalable processes, standards, and programs per business priorities and leadership direction.
• Monitor licensing readiness, escalation volumes, and technology needs; advise leadership.
• Lead the contact center quality program: evaluation standards, calibration, scorecards, reporting, corrective actions.
• Collaborate with Operations to identify gaps and drive targeted improvements.
• Analyze customer feedback and quality data to recommend experience improvements.
• Oversee onboarding, training, and leadership development programs; ensure up-to-date content and resources.
• Measure training effectiveness via outcomes, quality results, and operational metrics.
• Oversee licensing processes and compliance documentation; collaborate with Compliance and Legal.

Skills

Quality Assurance

Training & Development

Escalation Management

Coaching & Mentoring

Data Analysis

Cross-functional Collaboration

Communication Skills

Education

Bachelor’s degree in business, operations, analytics, or a related field

High school diploma or GED

Tools

Quality Tools

Learning Platforms

Reporting Dashboards

Licensing Tracking

Knowledge Management Resources

Job description

• Manage the daily operations and priorities of Quality, Training, Licensing, and Escalations teams supporting contact center goals, compliance expectations, and customer experience standards.


• Coach, develop, and support shared services employees and supervisors; establish goals, performance expectations, accountability, and development plans.


• Maintain operating rhythms, performance reporting, team meetings, and cross-functional coordination.


• Implement scalable processes, tools, standards, and programs based on business priorities and senior leadership direction.


• Monitor departmental resources, vendor performance, licensing readiness, escalation volumes, and technology needs; provide recommendations to leadership.


• Manage the contact center quality program, including evaluation standards, calibration, monitoring, scorecards, reporting, and corrective action plans.


• Partner with Operations leaders and supervisors to identify performance gaps and implement targeted improvements.


• Analyze customer feedback, interaction data, complaint trends, and quality results to recommend customer and employee experience improvements.


• Manage onboarding, new-hire training, role-based learning, continuing education, and leadership development programs.


• Maintain current training content, knowledge resources, job aids, process documentation, and change enablement materials.


• Measure training effectiveness using performance outcomes, quality results, speed to proficiency, learner feedback, and operational metrics.


• Manage licensing processes, required licenses, appointments, continuing education, and compliance documentation.


• Partner with Compliance, Legal, Operations, Training, and carrier or producer management partners on licensing requirements, regulatory changes, audits, and remediation.


• Manage customer and operational escalations, including intake, assignment, investigation, resolution tracking, root cause analysis, communications, and stakeholder follow-up.


• Identify escalation trends, licensing risks, process gaps, and knowledge issues and implement corrective and preventive improvements.


• Maintain reporting and governance routines covering licensing status, escalation performance, recurring issues, compliance risks, and resolution effectiveness.

Requirements

• High school diploma or GED required.


• Bachelor’s degree in business, operations, communications, analytics, or a related field, or equivalent professional experience.


• 8+ years of experience in contact center operations, shared services, customer experience, quality, training, licensing, escalations, compliance operations, or a related discipline.


• 5+ years of people leadership experience, including direct responsibility for coaching, performance management, and employee development.


• Must have and maintain Property & Casualty License or must obtain within 45 days of hire.


• Demonstrated experience managing quality assurance, training, licensing, escalations, or compliance-related programs in a high-volume contact center environment.


• Strong understanding of contact center metrics, including quality performance, customer satisfaction, first contact resolution, escalation resolution, complaint trends, compliance outcomes, and operational effectiveness.


• Experience using contact center technology, learning platforms, quality tools, licensing tracking resources, escalation management workflows, reporting dashboards, and knowledge management resources.


• Ability to interpret data, identify trends, resolve operational issues, and present clear recommendations to leaders and cross-functional partners.


• Strong communication, collaboration, change management, and presentation skills.


• Preferred: experience in pet insurance, insurance, healthcare, financial services, veterinary services, or another regulated customer service environment.


• Preferred: experience supporting omnichannel contact center operations, including phone, chat, email, SMS, social, and back-office workflows.


• Preferred: familiarity with claims, policy administration, billing, sales, retention, or partner support operations.


• Preferred: experience supporting process improvement, automation, AI-assisted quality, speech analytics, licensing administration, escalation management, or operational optimization initiatives.

Core Competencies

Demonstrates expertise in managing contact center operations, quality assurance, training, and compliance programs while effectively leading teams to achieve performance goals. Proficient in analyzing data to drive improvements in customer and employee experiences within regulated environments.

Highest-signal resume keywords

• Contact Center Operations Management


• Quality Assurance Program Management


• People Leadership and Development


• Licensing Compliance Management


• Data Analysis and Trend Identification

ATS Optimization Keywords

Hard Skills

• Quality Performance Metrics


• Training Program Development


• Escalation Management


• Compliance Documentation


• Operational Effectiveness Analysis


• Performance Reporting


• Process Improvement


• Customer Experience Enhancement


• Licensing Tracking


• Data Interpretation

Soft Skills

• Coaching and Mentoring


• Communication Skills


• Collaboration


• Change Management


• Presentation Skills

Certifications & Qualifications

• Property & Casualty License

Industry Keywords

• Contact Center


• Shared Services


• Customer Experience


• Regulated Environment


• Omnichannel Operations


• Pet Insurance


• Healthcare


• Financial Services


• Veterinary Services


• Operational Optimization

Tools & Technologies

• Contact Center Technology


• Learning Platforms


• Quality Tools


• Reporting Dashboards


• Knowledge Management Resources