Director, CX

3 months ago

Atlanta, United States AssuranceAmerica Full time
Job Description
JOIN THE ASSURANCEAMERICA TEAM

Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team.

AssuranceAmerica is a small insurance company based in Atlanta, GA that has been growing its auto (and renters) insurance products from $270M (2022) to $450M by year end 2024 (forecast). (roughly a 70% cagr in the last 2 years).

We are looking for a Customer Experience & Solutions Manager / Director that is tech biased, phone-operations expert and action driven. This rapid growth (60/70% in two years) has tested our processes (uncovering bottle necks), ability to make data driven decisions and desire to meet our customers' needs with a simple, friendly and smooth experience.

This individual will own customer solutions call center function, help create/develop and improve overall customer experience (which will lower the needs for calling in) and contribute to diversifying our portfolio of customer solutions (phone, chat, AI bots, automation). This is a great time to join AssuranceAmerica

CX & Solutions Manager/Director

Director of Customer Service is directly responsible for establishing and driving KPI's, establish a vision for the future and drive toward automation within the call center operation. He/she will evaluate and adjust strategies to respond to changing market conditions and create a high performing team in a results-driven sales environment. Additionally, he/she, will provide strategic oversight and leadership for the Customer Service, Underwriting Department and training representatives while driving AA's service experience.

Requirements

About the ROLE

Each day at AssuranceAmerica is different, but as Director, CX & Operations, you will:
•Oversight of call center staff, operations, analytics and reports to achieve SLA performance while maintaining high-quality call service.
•Identify areas of improvement and corresponding plan of action (automation, AI, process flow).
•Maintain a strategic plan complete with appropriate staffing level, operational order, and cost controls in support of department and organization goals that are in line with industry standards.
•Ensure entire CS Team is trained and "mission ready" on full-cycle customer service functions to include fluidity in software platforms, backlog errors, workflow processes and responding to customer service inquiries in accordance to quality standards.
•Aligns people, processes, and technology to identify appropriate communication strategies required to support customers and their unique needs.
•Cross / Up selling to insureds and agents alike.
•Ensure all incoming and outgoing calls are handled with optimum efficiency and consideration of our customers' needs and a style consistent with our sales team standards.
•Periodically analyze workflow plan to ensure proper distribution of work and timely processing of assignments. Conduct quality checks, evaluation, and silent monitoring. Track call trends and makes decisions based on organized information.
•Act as servant leader, coach, mentor.
•Guide and oversee special projects and assignments as needed.

About YOU
•B.S. in Engineering, Business or Finance required.
•MBA (w/Operations focus) highly desirable.
•10+ years of experience in distribution operations and management positions.
•Proven track record of delivering high performance operating results in a growing business.
•Proven ability to develop and implement growth strategies including market analysis, business plan development and evaluation of project potentials.
•Strong mathematical modelling skills. Keen understanding of financial planning, management, and reporting.
•Demonstrated ability to lead people and achieve results through others.
•Experience with problem analysis and resolution with a proven track record of continuous improvement.
•Experience with Total Quality Business Excellence and business process management with Customer Solutions.
•Experience w/ project management (Planning, Time Management, Leadership and Communication).

Physical Requirements
•Prolonged periods sitting at a desk and working on a computer.
•Must be able to lift 15 pounds at times.
•Must be able to travel as needed.

Benefits

About US
•We are direct, results-driven, and dedicated to the success of our business and each other.
•We are a diverse group of thinkers and doers.
•We offer many opportunities to grow in your professional skills and career.
•We fight homelessness by directing 5% of our earnings from each policy we sell to organizations that help those in need. We call it our Generous Policy.

WHAT WE OFFER
•AssuranceAmerica provides these benefits to Associates:

o Premium healthcare plans: All full-time Associates and part-time Associates working a regular schedule of 30 hours, or more, are eligible for day one benefits including Medical, Dental, Vision, Voluntary Life, Flexible Spending Accounts, and a Health Savings Account.

o Employer Paid Benefits: We enroll all eligible Associates in Group Life and AD&D Insurance, Short- and Long-Term Disability Plans, Employee Assistance Program, Travel Assist, and the Benefit Resource Card which includes Teladoc™, Pet Insurance and Health Advocate.
•Additional Benefits:

o 401(k) Employer Match: We want to help you prepare for the future, now. All full-time and part-time Associates over age 21 are eligible to participate in the 401(k) Savings Plan. AssuranceAmerica will match 100% of the first 4% of an Associate's contributions.

o Engagement Events. We make time for fun activities that strengthen Associate relationships in all our locations.

o Annual Learning Credit: Want to learn something new? We'll reimburse you for approved educational assistance.
•Time Off:

o Paid Time Off (PTO), Parental Leave Pay, Volunteer Time Off (VTO), Bereavement Pay, Military Leave Pay, and Jury Duty Pay.

YOU'RE INVITED TO APPLY

We believe the right fit is more important than a checklist. If you have most of what we're looking for in this role and our culture and mission speak to you, contact us. We want to hear from you

  • CX / NPS Director

    3 weeks ago

    Atlanta, Georgia, United States Salesforce Full time

    Job Title: CX / NPS Leader, Senior DirectorAbout the RoleWe are seeking a seasoned Customer Experience (CX) / Net Promoter Score (NPS) leader to join our team at Salesforce. As a Senior Director, you will be responsible for maturing and expanding our current CSX measurement and action efforts, partnering across the organization to drive business growth and...

  • CX / NPS Leader, Senior Director

    3 months ago

    Atlanta, United States Salesforce Full time

    To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryOperationsJob DetailsAbout SalesforceWe’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry...

  • Sales Director

    2 weeks ago

    Atlanta, Georgia, United States IGT Solutions Full time

    Director of Sales & Customer SuccessWe are seeking a seasoned sales leader to join our team as a Director of Sales & Customer Success. As a key member of our global sales organization, you will be responsible for driving revenue growth and building long-term relationships with industry-leading brands in the travel and hospitality sector.About the Role:As a...

  • Sales Director-BPO/CX

    4 weeks ago

    Atlanta, Georgia, United States IGT Solutions Full time

    Director of Sales & Customer SuccessIGT Solutions is a leading provider of BPO & Digital solutions, and we're seeking a highly experienced Director of Sales & Customer Success to join our team. As a key member of our sales leadership team, you will be responsible for driving revenue growth and building long-term relationships with industry-leading brands.Key...

  • Mission Critical Quality Control Director

    4 weeks ago

    Atlanta, United States Clayco Full time

    About UsClayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $5.8 billion in revenue for 2023, Clayco specializes in the "art and science of...

  • Mission Critical Quality Control Director

    1 week ago

    atlanta, United States Clayco Full time

    About UsClayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $5.8 billion in revenue for 2023, Clayco specializes in the "art and science of...

  • Mission Critical Quality Control Director

    4 weeks ago

    atlanta, United States Clayco Full time

    About UsClayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $5.8 billion in revenue for 2023, Clayco specializes in the "art and science of...

  • Mission Critical Quality Control Director

    4 weeks ago

    Atlanta, United States Clayco Full time

    About UsClayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $5.8 billion in revenue for 2023, Clayco specializes in the "art and science of...

  • Mission Critical Quality Control Director

    2 weeks ago

    Atlanta, Georgia, United States Clayco Full time

    About UsClayco is a leading full-service real estate development, architecture, engineering, and construction firm that delivers high-quality solutions to clients across North America. With a strong focus on innovation and collaboration, we provide fast-track, efficient solutions for industrial, commercial, institutional, and residential building...

  • Director of Customer Experience

    5 months ago

    Atlanta, United States Reibus International Inc Full time

    **Director of Customer Experience** **Be the torchbearer of a customer-centric culture.** **About the role** The Director of Customer Experience role is a senior leadership position that reports to the Chief Revenue Officer. This is an excellent opportunity to join a rapidly growing international organization where you will be building the customer...

  • Senior Director of Customer Experience and Net Promoter Score

    4 weeks ago

    Atlanta, Georgia, United States Salesforce Full time

    About the RoleWe're seeking a seasoned CX / NPS leader to drive the maturity and expansion of our current CSX measurement and action efforts. As a key partner across Salesforce, you'll build a team to develop and maintain an integrated Net Promoter System vision in alignment with enterprise stakeholders and goals.Key ResponsibilitiesDevelop and maintain an...

  • Associate Creative Director

    2 days ago

    Atlanta, Georgia, United States Wunderman Thompson Full time

    About the Role:We are seeking a highly skilled Associate Creative Director, Art to join our team at Wunderman Thompson. As a key member of our creative team, you will be responsible for overseeing the translation of our clients' vision into a roadmap that achieves client goals, while generating work that is creatively brilliant, measurable, and has a...

  • Airport Operations Director

    4 weeks ago

    Atlanta, Georgia, United States The Hertz Corporation Full time

    Job SummaryThe Airport Operations Manager directs the process and activities of frontline employees, including but not limited to CSAs, CX-As, Flex Reps, VS-As, or other non-exempt employees, and may assist the Senior Operations Manager in overseeing a branch of operations.Key ResponsibilitiesDirect the process and activities of frontline employeesAssist the...

  • Sales Director-BPO/CX | US

    4 weeks ago

    Atlanta, United States IGT Solutions Full time

    IGT Solutions - Director of Sales & Customer Success (Travel & Hospitality Vertical)We launched in 1998 with a small team dedicated to enabling a better customer experience for a single client. Over the last 25 years, that small team has leveraged an entrepreneurial spirit to create a truly differentiated experience for some of the world’s most...

  • Sales Director-BPO/CX | US

    4 weeks ago

    Atlanta, United States IGT Solutions Full time

    IGT Solutions - Director of Sales & Customer Success (Travel & Hospitality Vertical)We launched in 1998 with a small team dedicated to enabling a better customer experience for a single client. Over the last 25 years, that small team has leveraged an entrepreneurial spirit to create a truly differentiated experience for some of the world’s most...

  • Sales Director-BPO/CX | US

    3 weeks ago

    Atlanta, United States IGT Solutions Full time

    IGT Solutions - Director of Sales & Customer Success (Travel & Hospitality Vertical)We launched in 1998 with a small team dedicated to enabling a better customer experience for a single client. Over the last 25 years, that small team has leveraged an entrepreneurial spirit to create a truly differentiated experience for some of the world’s most...

  • Sales Director-BPO/CX | US

    4 weeks ago

    atlanta, United States IGT Solutions Full time

    IGT Solutions - Director of Sales & Customer Success (Travel & Hospitality Vertical)We launched in 1998 with a small team dedicated to enabling a better customer experience for a single client. Over the last 25 years, that small team has leveraged an entrepreneurial spirit to create a truly differentiated experience for some of the world’s most...

  • Senior Project Manager

    1 month ago

    Atlanta, United States Lyons Consulting Group Full time

    Job Description Senior Project Manager - Engagement Manager- Description Job description : Job description, Roles & Responsibilities: We seek a seasoned Senior Engagement Director / Manager to drive complex programs from inception through completion. As a part of the Digital Customer Experience (DCX) practice, leading engagements based on...

  • Art Director, Hawks Studios

    6 days ago

    Atlanta, United States Atlanta Hawks Full time

    Who are we: A professional basketball team and state-of-the-art arena/entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we're looking for someone who shares the...

  • Senior Commissioning Mechanical Engineer

    7 days ago

    Atlanta, Georgia, United States FST Technical Services Full time

    FST Technical Services is a trailblazer in the industry, driven by innovation, safety, service, accountability, fellowship, and expertise. We're looking for motivated individuals to join our team as we continue to grow and make a positive impact in the building construction industry.This role requires travel and temporary relocation, with generous monthly...