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Director Contact Center Automation

4 months ago

Chevy Chase, United States GEICO Full time

The Government Employees Insurance Company (GEICO) is a private American auto insurance company with headquarters in Chevy Chase, Maryland. GEICO is a wholly owned subsidiary of Berkshire Hathaway and is the third largest auto insurer in the United States. In 2023, GEICO earned premiums worth over $40 billion U.S. dollars.

At Geico, our success is no secret - it's the result of investing in exceptional individuals. We are looking to hire a highly motivated Director of Contact Center Automation. This leader will spearhead the development and implementation of automation strategies aimed at improving agent effectiveness and efficiency, eliminate defect calls from the contact center, while improving self-service and customer satisfaction across voice and digital channels. If you're a dynamic, visionary leader with a deep understanding of automation technologies and a proven track record in leading cross-functional teams to achieve business objectives, we want you on our team

Key Responsibilities:
- Develop and implement strategies for leveraging Machine Learning, Large Language Models, and Robotic Processing Automation to automate customer and agent tasks and improving operational quality and efficiency.- Lead and mentor a team of business analysts focused on optimizing the IVR system for enhanced customer experience and self-service capabilities.- Collaborate with stakeholders to identify opportunities for automation and define project scopes, timelines, and deliverables.- Scope and run pilots, operational tests, and controlled deployments of automation technologies to strengthen business case assumptions and optimize for rapid scalability.- Oversee the design, development, and deployment of automation solutions, ensuring alignment with business goals and customer needs.- Monitor and analyze performance metrics to evaluate the effectiveness of automation initiatives and identify areas for continuous improvement.- Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge.- Foster a culture of collaboration, innovation, and continuous learning within the team and across the organization.

Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.- Minimum of 10 years of leadership experience in operations/ contact center automation.- Proven expertise in IVR systems, ML, LLM, and RPA technologies.- Strong knowledge of Microsoft Power BI, Snowflake, Power Apps and Power Automate.- Strong project management skills with a track record of successfully leading cross-functional teams.- Excellent communication and interpersonal skills, with the ability to articulate complex concepts to diverse audiences.- Demonstrated ability to develop and execute strategic plans that drive business outcomes.- Proficiency in data analysis and performance measurement tools.- Strong problem-solving skills with a proactive and innovative approach to challenges.

**Location**:
- This position is a hybrid role, on-site 3 days per week at one of the following office locations: Chevy Chase, MD, Dallas, TX, San Diego, CA, Lakeland, FL.

LI-AN1

**Benefits**:
As an Associate, you’ll enjoy our

Total Rewards Program
- to help secure your financial future and preserve your health and well-being, including:
- Premier Medical, Dental and Vision Insurance with no waiting period**- Paid vacation, Sick and Parental Leave- 401(k) Plan- Tuition Reimbursement- Paid Training and Licensures
- Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
- The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled._
- GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants._

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