Vice President, Customer Connections

Essential Functions

20%

• Leads and manages Customer Connections department leaders to high performance.
• Establishing criteria for selecting, developing, and retaining exceptional talent.
• Creating and fostering a culture of accountability, engagement, continuous learning, innovation, and customer focus.
• Cooking, 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.
• 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.
• 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.
• Prioritizing initiatives and improving customer journeys, strengthening enterprise service capabilities, and advancing strategic business objectives.

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.
• Able 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.