Director of Customer Service

The Director of Customer Service co-leads the strategic direction and daily operations of the customer service organization, ensuring exceptional customer experiences and operational excellence. This role is responsible for workforce management, process improvement, and cross-functional collaboration, driving measurable improvements in customer satisfaction and team performance.

Key Responsibilities:

• Accountable for delivery business outcomes and maintaining culture.
• Develop and execute customer service strategies aligned with business objectives.
• Oversee workforce management: staffing models, capacity planning, scheduling, and scenario modeling for multi-site, omni-channel environments.
• Lead, mentor, and develop managers and representatives, fostering a culture of collaboration and continuous improvement.
• Establish and monitor service level agreements, KPIs, and quality assurance programs.
• Analyze operational outcomes and drive change for improved service delivery.
• Collaborate with cross-functional leaders to ensure integrated processes and a unified customer experience.
• Capture and analyze customer feedback, translating insights into actionable improvements.
• Manage departmental budgets and resources efficiently.
• Lead rapid response to service disruptions.

Required Skills:

• Workforce Management: Advanced expertise in workforce planning, scheduling, and optimization for large, multi-channel contact centers.
• Customer Experience (CX): Deep understanding of customer lifecycle, journey mapping, and Voice of the Customer (VoC) programs.
• Analytical Skills: Strong ability to analyze data, report on outcomes, and drive operational improvements.
• Executive Communication: Excellent written and verbal communication, including executive storytelling and stakeholder engagement.
• Change Management: Expertise in leading organizational change and process optimization.
• Technology Proficiency: Familiarity with customer service platforms, workforce management systems, and analytics tools.

Education & Experience:

• Bachelor's degree in business administration or related field (MBA or advanced degree preferred).
• Minimum of 10 years' experience in customer service, with at least 5 years in a senior leadership role and substantial workforce management responsibility.
• Experience in Automated Quality Analytics, Voice Analytics, Integrated Voice Assistant, Telephony Optimization, Workforce Management and Next Best Action necessary.

Salary Range:

The pay range for this position is $131,000 to $190,500 annually. This role is bonus eligible. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

Benefits & Perks:

• Paid time off
• Free onsite gym at our Boston location
• Tuition reimbursement
• Low cost and excellent health insurance coverage options that start on Day 1 (medical, dental, vision)
• Robust health and wellness programs
• Auto and home insurance discounts
• Matching donation opportunities
• Annual 401(k) employer contribution
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote professional development
• Convenient locations and pre-tax commuter benefits

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2.4 billion in personal and commercial auto and homeowner's insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A-/Excellent"