Customer Operations Manager

Job Description:

The Customer Operations Manager (Insurance) is responsible for driving operational excellence across 2 divisions, leading a cohesive, positive team member work experience. This role leverages analytics and uses technology and process to continuously optimize workflows. The ideal candidate is a strategic and inspiring leader who will elevate the overall client and employee experience.

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Responsibilities include:

Leadership & Development  

• Invest in and develop service team leaders & functional leaders embracing leadership foundational teachings  
• Foster a culture of a highly engaged workforce  
• Regularly communicate the vision and service team connection to our future  

Operational Leadership  

• As a member of the executive leadership team, implement strategic initiatives in accordance with company's priorities  
• Lead consistent operating standards across service departments  
• Provide leadership and alignment across operational support functions including data analytics, quality control auditing, training, and workflow optimization resources  
• Representing the brand, manage service operations vendors  
• Establish and monitor KPIs to drive, accuracy, client delight and service standards of excellence  

Analytics & Reporting  

• Oversee operational reporting, analytics, and performance insights to support data-driven decision-making  
• Confidence interpreting leading & lagging indicators  
• Utilize dashboards and reporting tools for actionable insights  
• Applied Epic experience preferred  

Client Experience  

• Ensure service operations deliver a consistent, high-quality client experience, as measured through retention rates  
• Balance operational efficiency with a relationship-driven service model

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Qualifications:

• Align with company values  
• 12-15 years of operations leadership experience, preferably  
• Experience managing leaders of leaders and a strong track record in growing people  
• Strong analytical skills  
• High level of technical proficiency ( CRM, workflow tools)  
• Proven success in growth environments, leading process improvement and systems implementation  
• Strong EQ and communication skills

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Please send your resume to Andree@Stafffinancial.com for immediate consideration.

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Please send your resume to Andree@Stafffinancial.com for immediate consideration.