Job FamilyOperations - General
Job Description SummaryProvide enterprise-level leadership and strategic direction for contact center and service delivery operations, ensuring scalable, efficient, and customer-centric service models that support organizational priorities, risk management, and long-term growth.
Job Description Responsibilities- Set enterprise strategy and operating model for contact center and service delivery functions.
- Lead through senior leaders and directors to ensure consistent execution of service, performance, and experience standards.
- Establish governance, performance frameworks, and operating rhythms to drive accountability and transparency.
- Oversee service delivery outcomes, customer experience, and operational effectiveness across functions and locations.
- Partner with executive leadership to align operational strategy with business objectives and transformation initiatives.
- Sponsor large-scale initiatives focused on modernization, efficiency, and continuous improvement.
- Serve as an executive escalation point for complex operational, customer, and risk-related issues.
- Use data, insights, and trends to inform decision-making and long-range planning.
- Build strong partnerships with internal stakeholders and external service providers to optimize delivery models.
- Champion leadership development, succession planning, and a culture of accountability and engagement.
Qualifications- Bachelor's degree in business or equivalent experience
- 12 years of experience in contact center, operations, or service delivery environments
- Extensive experience leading people managers and senior leaders across complex, multi-functional operations
- Experience developing and executing enterprise-level operational strategies
- Experience leading outsourcing strategies and coordinating with third party sourcing partners to execute effectively
- Strong ability to use data and metrics to drive performance, customer experience, and operational outcomes
- Executive-level communication, influence, and stakeholder management skills
- Ability to lead through change, ambiguity, and organizational transformation
- Proficient using MS Office tools
Preferred Qualifications- Experience in insurance, financial services, or regulated operational environments
- Experience leading multi-site, virtual, or outsourced service delivery models
- Experience sponsoring large-scale operational or digital transformation initiatives
- Project or program leadership experience at the enterprise level
Working Conditions- Office Environment
- Occasional Travel
- Occasional travel for executive leadership, operational oversight, and strategic planning
The Salary for this position generally ranges between $172,000 - $200,000 annually.
Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.
Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company's discretion
What We Offer For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.
Compensation Benefits
- Competitive Pay
- Bonus for Eligible Employees
Benefits Package
- Pension Plan
- 401k Match
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Disability Insurance
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Employee Discounts
- Career Training & Development Opportunities
Health and Work/Life Balance Benefits
- Paid Time Off starting at 160 hours annually for employees in their first year of service.
- Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
- Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
- Parental Leave - fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
- Adoption Assistance
- Employee Assistance Program
- Back-Up Care Program
- PTO for Volunteer Hours
- Employee Matching Gifts Program
- Employee Resource Groups
- Inclusion and Diversity Programs
- Employee Recognition Program
- Referral Bonus Programs
