Director, Customer and Agent Services

Key Responsibilities

• Lead Customer Experience Center (CXC) and Agent Services (AGS) contact center operations across two locations.
• Ensure operational performance goals related to service levels, quality, productivity, workforce utilization, and customer experience are consistently achieved or exceeded.
• Drive operational consistency, accountability, and service excellence across CXC and AGS operations.
• Partner with Operations, Sales, and Marketing leadership to support long-term workforce scalability and operational growth initiatives.
• Develop, manage, and oversee operational budgets, staffing plans, technology investments, and resource allocation strategies to support service performance, workforce scalability, and operational objectives.
• Lead operational readiness, service continuity, and workforce resiliency planning efforts for CXC and AGS operations.

Customer & Agent Experience

• Develop and execute strategies to improve customer experience, agent experience, and overall service delivery.
• Promote a customer-centric and agent-focused culture throughout all service operations.
• Lead initiatives focused on improving call quality, operational responsiveness, associate effectiveness, and service outcomes.
• Utilize customer feedback, operational analytics, and quality insights to continuously improve the service experience.

Contact Center Performance Management

• Oversee contact center operational metrics including service levels, average speed of answer (ASA), average handle time (AHT), occupancy, schedule adherence, abandonment rates, productivity, quality assurance scores, customer satisfaction metrics, and workforce utilization.
• Leverage operational dashboards, analytics, reporting, and workforce management tools to improve performance and decision-making.
• Ensure operational processes support both efficiency and exceptional service experiences.

Hiring, Training & Workforce Development

• Lead workforce planning strategies to support policyholder and distributor growth and staffing stability.
• Partner with Recruiting, Human Resources, and Training to attract, hire, onboard, and retain high-performing talent.
• Oversee onboarding and training effectiveness for CXC and AGS operations.
• Build leadership development and succession planning strategies across CXC and AGS teams.
• Foster a culture focused on coaching, continuous learning, accountability, and professional growth.

Technology, AI & Operational Modernization

• Lead operational modernization initiatives across customer and agent service operations.
• Evaluate and implement emerging technologies that improve operational performance and service experiences.
• Partner with technology and operational teams to leverage AI-enabled service solutions, workforce optimization tools, speech and interaction analytics, automation technologies, contact center performance platforms, and customer engagement technologies.
• Support continuous improvement efforts focused on efficiency, service quality, workforce effectiveness, and operational scalability.

Regional Site Leadership

• Serve as the senior operational leader for Americo’s STJ Office Campus in St. Joseph, Missouri.
• Foster a strong culture of employee engagement, teamwork, accountability, and operational excellence across the site.
• Maintain a visible and accessible leadership presence within the office campus and operational teams.
• Reinforce Americo’s culture, values, leadership expectations, and service standards across all operational locations.
• Partner with Human Resources, Facilities, IT, Security, and enterprise support teams to ensure operational readiness and associate support.
• Support business continuity planning, operational resiliency, emergency preparedness, and service continuity efforts.
• Help create a positive and engaging workplace environment that supports associate retention, development, collaboration, and performance.
• Support future operational growth and scalability initiatives for the STJ Office Campus.

Qualifications

• Bachelor’s degree or equivalent operational leadership experience.
• 7+ years of progressive leadership experience in contact center, customer service, service operations, or related operational environments.
• Strong understanding of contact center performance metrics, workforce management, and operational analytics.
• Experience leading hiring, onboarding, training, coaching, and workforce development initiatives.
• Strong leadership, communication, organizational, and relationship-building skills.
• Ability to lead organizational change and operational transformation initiatives.
• Demonstrated ability to improve operational performance, workforce engagement, and customer experience outcomes.