VP, Customer Connections & Experience

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

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.