Vice President, Customer Connections

Assurity Group; Lincoln (NE); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Assurity in Lincoln, NE is seeking a Vice President, Customer Connections to lead strategy and operations across all customer touchpoints. You will guide leaders, drive performance, and shape a multi-year roadmap that aligns with our mission and regulatory requirements.

The role requires a decade of leadership in contact centers or customer service, strong communication skills, and the ability to transform processes while delivering exceptional customer experiences.

Qualifications

• Ten years of progressive leadership experience in call/contact center management or customer service operations.
• Insurance experience preferred.
• Proven ability to lead teams through significant change – willing to challenge the status quo, with the credibility to bring others along.
• Professional oral and written communication skills.
• Ability to inspire, motivate and lead teams toward achieving strategic and operational goals.
• Strong organizational skills with the ability to prioritize multiple initiatives and perform effectively under pressure.
• Initiative, resourcefulness, adaptability, and a continuous improvement mindset.
• Leads with purpose and a commitment to develop people by positioning them where they can excel using their individual talents.

Responsibilities

• 20% Leads and manages Customer Connections department leaders to high performance, coaching, mentoring and development.
• 50% Oversees department operations, ensures high-quality customer interactions across channels, and drives performance metrics.
• 30% Develops, champions and executes the strategic vision and multi-year roadmap for omnichannel service delivery.
• Partners across the organization to improve customer journeys and enterprise service capabilities.

Skills

Leadership

Customer service

Strategic thinking

Communication

Change management

Problem solving

Execution

Team development

Education

Bachelor's degree

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Vice President, Customer Connections

Full Time Lincoln, NE, US

Assurity is looking for enthusiastic, driven and collaborative people to join our team. We’re a company of vibrant and passionate people who work every day to advance our mission of helping people through difficult times – and who truly want to make a difference. As a Certified B Corporation, we have a verified commitment to our people, community and planet, and we work every day to make the world a better place.

Ample opportunities for growth, a thriving culture and coworkers who care as much as you do are just the beginning. Come work with purpose. Learn more: www.assurity.com/careers

ESSENTIAL FUNCTIONS

20% Leads and manages Customer Connections department leaders to high performance, which includes:

• Establishing criteria for selecting, developing, and retaining exceptional talent.
• Creating and fostering a culture of accountability, engagement, continuous learning, innovation, and customer focus.
• Coaching, mentoring, and developing supervisors and future leaders.
• Working with supervisors to allocate resources and achieve department goals consistent with Company objectives.

50% Leads department operations, driving continuous improvement and operational excellence, which includes:

• Ensuring effective delivery of customer service across all customer interaction channels, including phone, chat, email, and emerging digital channels.
• Ensuring high-quality customer interactions while maintaining compliance with company policies, applicable state and federal regulations, and established service standards.
• Ensuring appropriate staffing, workforce planning, and resource allocation to meet service level objectives.
• Establishing, monitoring and leveraging operational, financial, and customer experience metrics to drive performance and strategic decision-making.
• Using customer feedback, operational metrics, and performance data to identify opportunities for improvement and prioritize initiatives.
• Leading cross-functional initiatives that improve customer satisfaction, employee experience, and operational effectiveness.

30% Develops, champions, and executes the strategic vision and roadmap for Customer Connections, which includes:

• Identifying industry trends, emerging technologies, AI capabilities, and customer experience best practices.
• Recommending and implementing improvements that simplify customer interactions and improve operational efficiency.
• Developing and executing a multi-year roadmap that advances omnichannel service delivery and customer experience.
• Partnering across the organization to improve customer journeys, strengthen enterprise service capabilities, and advance strategic business objectives.

The list of essential functions is not exhaustive and may be substituted as necessary.

EXPERIENCE AND SKILL REQUIREMENTS

• Ten years of progressive leadership experience in call/contact center management or customer service operations.
• Insurance experience preferred.
• Demonstrated ability to work effectively, collaboratively, and creatively with others to solve problems and drive results.
• Proven ability to lead teams through significant change – willing to challenge the status quo, with the credibility to bring others along.
• Professional oral and written communication skills.
• Ability to inspire, motivate and lead teams toward achieving strategic and operational goals.
• Effective conflict resolution, negotiation, and decision-making skills.
• Strong organizational skills with the ability to prioritize multiple initiatives and perform effectively under pressure.
• Initiative, resourcefulness, adaptability, and a continuous improvement mindset.
• Leadership talents required for success in this role:
• Leads with purpose and a commitment to develop people by positioning them where they can excel using their individual talents
• Thinks strategically about business outcomes and competitive positioning while maintaining sharp focus on mission and profitability
• Recruits and develops high-performing teams while modeling care, positivity, and resilience under pressure
• Drives results with precision and delegates effectively while remaining accountable for outcomes

EDUCATION AND CERTIFICATION REQUIREMENTS

• Bachelor’s degree or equivalent in related field.

PHYSICAL AND WORK SCHEDULE REQUIREMENTS

• May require work beyond standard hours to fulfill job duties.
• Some travel may be necessary to attend industry meetings and conferences.
• Hybrid position based in Lincoln, NE. Requires three days per week onsite and provides a hybrid schedule with two remote workdays.
• We are not currently considering applicants in CA, CO, DC, HI, IL, MA, MD, MN, NJ, NY, VT, WA, for this position.