Senior Insurance Contact Center Operations Leader

DXC Technology Company; Jacksonville (FL); On-site; USD 77,000 - 143,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Retirement savings plan

Paid holidays

Paid time off

Employee wellness

Job summary

DXC Technology Company seeks a senior operations leader to oversee large-scale contact center operations serving life insurance, annuity, and financial services clients.

You will drive performance through a team of Associate Managers, manage service levels and regulatory obligations, and partner with senior leadership to deliver exceptional customer experiences and continuous improvement.

Qualifications

• 10+ years leadership experience within contact center or service delivery environments.
• 8+ years leading supervisors, managers, or multi-layer operational organizations.
• Experience managing performance through operational leaders rather than direct frontline oversight.
• Experience in customer service, operations management, workforce management, or service delivery leadership roles.
• Active FINRA licensing such as SIE/Series 6/7/63/65/66 is highly desirable.

Responsibilities

• Lead end-to-end contact center operations through Associate Managers and frontline leadership teams.
• Deliver performance against service levels, quality standards, customer experience objectives, and contractual obligations.
• Establish a disciplined operational cadence with regular business reviews.
• Partner with Compliance, Legal, Risk, and client teams to meet regulatory and contractual requirements.

Skills

Leadership

Executive communication

Stakeholder management

Analytical/problem-solving

Automation & AI

Workforce planning

Process optimization

Multi-priority management

Regulatory compliance

Education

Bachelor's degree in Business/Operations/Technology/Finance/Insurance

High School Diploma or GED

Job description

DXC Technology Company seeks a senior operations leader to oversee large-scale contact center operations serving life insurance, annuity, and financial services clients.

You will drive performance through a team of Associate Managers, manage service levels and regulatory obligations, and partner with senior leadership to deliver exceptional customer experiences and continuous improvement.