VP of Support Operations
Company: P&C / Life / Health Insurance, Atlanta, GA
Posted on: February 16, 2019
At Company, we’re creating the iconic brand in Property & Casualty insurance for modern consumers. We're looking for someone as excited as we are about creating an incredible customer experience.
As the VP of Support Operations, based in our Atlanta hub, your mission will be to help drive the continued innovation and expansion of our customer and partner support capabilities, as well as an enhanced member experience. You will lead the ongoing growth of our internal support team, refining the operating processes and technology strategy that will drive Company's intuitive and efficient support experience. It’s a unique opportunity to help shape and support the strategy of one of the country’s leading fintech companies. The breadth of responsibilities for this role touch virtually every aspect of the support value chain, with opportunity to explore new service capabilities and engagement models.
As the Company portfolio continues to grow, you will not be alone in this effort. However, you will be critical to laying the groundwork for how we scale. You're a builder by nature, have a burning desire to create something much larger than yourself and are willing to get your hands dirty and work tirelessly to do so. This position reports directly to the Chief Insurance Officer.
ROLE & RESPONSIBILITIES Customer Support Strategy and Innovation: Identify and implement innovative tools and approaches to enhance Company’s customer/partner experience and and overall support value proposition. Monitor trends, competitors, and performance to help shape our support strategy. Support the evaluation of different approaches/options to help drive key decisions. People Leadership: Recruit and develop a customer/partner support team that can continue to take on the full scope of Company’s support activities. Ensure team is motivated and clear on objectives and indicators of success, and measures of skill development. Instill and maintain a positive, helpful and on-brand customer experience through training and tools to support clear and professional communications and engagement. Business Process Design/Improvement: Work with the design and tech teams to shape and enhance customer and partner support flows to improve automation, ease, and user satisfaction. Help develop and build core internal and customer/partner-focused support processes. Insights and Analytics: Develop analytics and insights to identify opportunities and trends that drive efficiency and effectiveness. Work with our data team to help develop enhanced reporting models and metrics to better monitor trends and contact drivers. Lead periodic analyses and performance reviews for internal and external stakeholders. Running a tight ship: Help ensure we meet or exceed the high standards we set for ourselves and for adherence to required standards. Firefighter/First Responder: Be a part of the front-line in answering partner questions, fixing issues, and supporting both customers and the internal team. EXPERIENCE & QUALIFICATIONS Proven leadership experience in Customer/Partner Support Operations (ideally with exposure to financial services), including experience with: Building and managing support teams Contact/Support Center technology, tools, and processes Staffing and performance management approaches and metrics Operations efficiency frameworks (LEAN) and process automation Multi-channel contact strategy (including Social Media monitoring and response) Defining and architecting new service capabilities, tiered support models, and escalation mechanisms BPO/Outsource Vendor Management Curiosity and structured thinking; an interest in how things work, and an ability to find creative and insightful solutions to challenges Strong analytical capabilities and business judgment An articulate, polished and intelligent communication style Extremely high EQ and empathy; an ability to connect with anyone (but in accordance with your personal style) Scrappy self-starter who can roll up their sleeves and get their hands dirty, and believes "it's better to ask for forgiveness than for permission" Ability and willingness to learn new skills and tools (e.g., simple coding in Python)
Keywords: P&C / Life / Health Insurance, Atlanta, GA, Atlanta , VP of Support Operations, Executive , Atlanta, Georgia
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