Director of Customer Engagement

Job Responsibilities

• Leads a series of insurance service teams responsible for localized support of agencies in defined geographical pods
• Ensures that employees at the site understand the company’s goals and how their work is aligned to delivering on those goals every day
• Answers customer and Agency owner questions, addresses concerns and helps customers through the management of their policy
• Ensures that the site is well informed; that they have the information they need to do their jobs
• Effectively deploys change management ensuring smooth platform, training, and process transitions for the entire team
• Writes job objectives, performance reviews, salary recommendations for employees within the Engagement Center site
• Creates aspirational and clearly measurable goals for their teams aligned to production, quality, and experience
• Manages and evaluates employee job performance and opportunities to improve
• Has a strong understanding of Customer Service concepts, practices and procedures
• Proactively identifies technology, process, or training improvements that would ensure higher customer satisfaction rates, facilitate higher retention rates, and that will result in efficiency in workflow/output and enhanced work environment
• Manages a Quality Assurance practice combining AI-powered assessments and human coaching
• Engages regularly with the Agency owners within the geography their teams serve. Solicits feedback, builds relationships, and practices a servant-leader mentality
• Participates in the development and maintenance of process and training documentation for the Engagement Center
• Using industry knowledge, evaluates complex issues encountered by team members to help resolve issues correctly, efficiently and thoroughly

Skills, Licenses, Certifications

• 2-20 or P & C Licensed and/or willing to obtain

Education And Experience

• Bachelor’s degree or equivalent preferred
• 8-10 years’ experience in Customer Service or a related field
• 4 or more years' experience in people management
• 4 or more years' experience in personal or commercial P & C insurance industry
• 2 or more years managing BPO functions and companies

Equal Employment Opportunity

Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law. We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.