Job Description

The VP, Underwriting Operations and Customer Service will lead customer advocate & customer focused executive that stewards the customer experience journey and delivers effortless experiences. The VP will direct the overarching strategy, scale and performance of the umbrella of customer experience, which includes customer success, agent experiences, and underwriting operations.

Responsibilities

• Building and scaling the team
• Managing leaders to deliverables and timelines
• Coaching on teambuilding, support and team execution
• Relationship building and fostering positive business partnerships
• Work with the team leadership to scale, recruit and develop team processes and deliverables
• Monitor the operations of the business and managing high level and complex issues/risk
• Use data to inform the development of processes to ensure we are delivering on analytics
• Develop, implement, and curate the overarching customer and agent experience
• Accountable for setting and meeting metrics and deliverables around policy services and customer experience
• Build brand experience strategy to ensure outstanding customer experience and manage results
• Advocate for the customers, agents, and teams, and actively represent the needs of our users to deliver a best-in-class experience
• Managing partners at the highest level
• Establishing and measuring metrics and extensive business KPIs
• Strategize for growth and future lines of business
• Accountable for overall deliverables, OKRs, and key measurements
• Inspire customer success across the company, aligning with all levels of leadership and teams to drive company-wide understanding of what defines customer and company success

Requirements

• Bachelor’s Degree in related field is required
• 5 years in a senior operating role leading as a Director, VP or Executive level for customer facing organizations
• 10 years overall P&C Insurance Industry experience is required
• Proven track record of leading senior leaders
• Executive presence, business acumen, drive strategy and deliverable outcomes and driving results and measuring results is important
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience in a high volume, transactional focused environment
• Advanced knowledge of the insurance industry is required
• Knowledge of workers’ compensation is highly preferred
• Excellent process management and data analysis skills
• High ability to use data and metrics for decision making and strategic process mapping
• Strong empathy for customers and team members, and a passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills

Benefits

• No benefits