Director

Description:

We are looking for a Director, Customer Operations & Strategy who is energized by working with a high caliber team and making a material difference in the lives of millions to join us! Reporting to our VP, Insurance Operations, you will elevate our customer experience and ensure we are operating efficiently through managing our onshore & offshore teams (~50 insurance agents), optimizing workflows, evaluating tools & systems, leveraging automation and our GenAI chatbot & voicebot technology, and strengthening the collaboration between our customer-facing, product and engineering teams. As the leader of our insurance operations team, you will set ambitious goals, drive execution and maintain a culture of high performance. You will drive improvements along three key metrics: Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction. Through your influence, you will play a critical role in helping us go from 5M to 50M customers and become a $5B business in the next few years.

Minimum Requirements
 

• Experience managing a team of 50+ inbound contact center agents in a fast paced, high volume environment
• Proven track record of driving team performance indirectly through first-line people managers
• Experience making improvements to processes and training to increase team efficiency