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Senior Operations Manager, Licensed Insurance

2 months ago

Fort Lauderdale, Florida, United States Chewy Full time
About the Role

Chewy is seeking a highly motivated and goal-oriented Senior Operations Manager, Licensed Insurance to join our Healthcare Customer Service Operations team. This position will report to the Associate Director, Customer Service Healthcare.

Key Responsibilities
  • Leadership and Development: Coach, develop, and performance lead Licensed Healthcare Team Managers to deliver an exceptional customer experience and consistent KPI results.
  • Insurance Operations: Drive team to meet enrollment and conversion targets for insurance products.
  • Agent Experience: Promote an engaging agent experience through other licensed insurance leaders.
  • Team Meetings and Huddles: Conduct team meetings and huddles to communicate critical business and insurance updates to drive team member understanding, engagement, and timely execution of initiatives.
  • Talent Review and Development: Participate and lead the talent review process for all leaders on the licensed insurance team.
  • Bench Strength: Develop bench strength for the licensed insurance team through effective coaching, feedback, and development plans for your leaders.
  • New Hire Onboarding: Maintain and complete new licensed insurance leadership onboarding initiatives to enhance the career path experience.
  • New Hire Training: Coordinate, develop, and support licensed insurance new hire agent training and nesting.
  • State and National Insurance Guidelines: Work hand in hand with the insurance compliance team to ensure team operates within state/national insurance guidelines.
  • Market Conduct Reviews and DOI Complaints: Align with insurance compliance team on Market Conduct reviews and DOI complaints to research for resolution and fact checking.
  • Insurance Carrier Partnerships: Work with insurance carrier partners to form relationships and ensure proper procedures are established and followed.
  • Selling Techniques: Develop and drive understanding of selling techniques using the consultative sales approach to meet department performance goals.
  • Process Development: Develop SOPs, processes, and customer journey mapping for licensed insurance.
  • Insurance Reporting and Dashboards: Partner with Business Intelligence to develop insurance reporting/dashboards, identify and solution defects in active insurance reporting.
  • Change Management: Lead change management for licensed insurance team.
  • Continuous Improvement: Operate with a willingness to learn, share, and receive feedback.
  • Customer and Team Member Experience: Operate with understanding, active listening, patience, compassion, and kindness to customers and fellow team members.
  • Performance Gap Identification: Utilize data to guide licensed insurance leaders in identifying behaviors leading to performance gaps. Develop action plans to address behaviors and improve metrics.
  • Process Improvement: Operate with a sense of curiosity to identify and solution process improvements that would improve the insurance customer experience, employee experience or operational efficiencies.
  • Compliance: Ensure compliance with all company policies.
  • Peer-to-Peer Relationships: Establish peer-to-peer relationships with ADs to earn trust and build partnerships.
  • Cross-Functional Partnerships: Build effective partnerships, communicate, and collaborate regularly with cross-functional business partners at the AD and Director level including Merchandising, Compliance, Legal, Product, Business Intelligence, HR, Engagement, PMO, Workforce Management, L&D.
  • Single Threaded Owner (STO): Act as the STO for licensed insurance driving employee engagement or operational excellence. Be responsible for the initiative, delegate tasks as needed, meet established timelines, and regularly present status updates to Director level during operational review settings.
  • Quality Assurance and Root Cause Analysis: Lead cross functional partnership with the Quality Assurance team for the resolution of customer issues and on Root Cause Analysis for the pet insurance customer journey.
  • Hiring and Recruitment: Lead cross functional partnership and relationships with critical business stakeholders.
  • Strategic Vision: Partner with Senior Leadership on the creation and execution of the Quarterly strategic vision for the insurance licensing department.
Requirements
  • Experience: 5+ years of multi-channel contact center management experience (Customer Service strongly preferred) or equivalent comparable experience.
  • Conversions/Sales Environment: Experience in a conversions/sales environment.
  • Insurance Licensing: Possibility of insurance licensing per state regulations, which requires passing a property and casualty insurance exam and holding an active license.
  • Regulatory Compliance: Willingness and ability to stay within insurance regulations, including: complete fingerprinting per insurance regulations; pass additional background check for insurance regulations; reside in a location compliant with your licensing.
  • Pet Insurance Knowledge: Understanding of pet insurance and how it works with a willingness to adapt to policy/process updates quickly.
  • Adaptability: Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves' to solve a variety of challenges.
  • Coaching Skills: Confirmed coaching skills that can impact both front-line agents and leadership.
  • Education: BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree).
  • Computer and Internet Proficiency: Strong computer and internet proficiency in a technology-driven environment.
  • MS Office Suite: Proficiency in MS Office suite (Excel is a must).
  • Communication Skills: Outstanding oral and written communication skills, and comfortability and ease in communicating information to a group.
  • Scheduling Flexibility: Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays.
  • Travel: Position may require travel.