Director of Customer Engagement

Job Responsibilities

• Manages multiple units within Customer Engagement responsible for answering customer and AAO questions, addressing concerns and helping customers through the renewal of their policy
• Ensures that leaders in the unit understand the company’s goals and that their work is focused on delivering on those goals every day
• Ensures that the unit is well informed; that they have the information they need to do their jobs
• Effectively deploys change management throughout the units, ensuring smooth transitions for the entire team over time
• Writes job objectives, performance reviews, salary recommendations for Team Leads or Managers in the unit
• Performs routine individual discussions to gain a better understanding of job performance and opportunities to improve
• Proactively performs routine surveys of the unit’s workforce to ensure deep understanding of the unit’s health and concerns; uses those survey results to form communication strategies and tactics, ensuring issues are addressed

Skills, Licenses, Certifications

• 2-20 or P & C Licensed
• Must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint)

Education and Experience

• Bachelor’s degree or equivalent
• 8-10 years’ experience in Customer Service or a related field

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.