10+ years in call/contact center management or customer service operations
Insurance experience preferred
Strong collaboration and problem-solving abilities
Proven track record in leading teams through change
Exceptional verbal and written communication skills
Leadership in conflict resolution and decision making
Continuous improvement mindset and adaptability
Responsibilities
Lead and manage the Customer Connections department to enhance performance
Drive operational excellence in delivering customer service across multiple channels
Monitor compliance with policies and service standards ensuring high-quality interactions
Analyze metrics to identify improvement opportunities for customer experience
Develop strategic initiatives that enhance omnichannel service delivery
Collaborate across departments to strengthen customer journeys
Champion and execute the strategic vision for Customer Connections
Benefits
Hybrid work schedule with 3 days onsite and 2 remote
Opportunity for travel to industry meetings and conferences
Focus on professional development and continuous learning
Engagement in a culture of innovation and customer focus
Full Job Description
ESSENTIAL FUNCTIONS
20% Leads and manages Customer Connections department leaders to high performance, which includes:
Establishing criteria for selecting, developing, and retaining exceptional talent.
Creating and fostering a culture of accountability, engagement, continuous learning, innovation, and customer focus.
Coaching, mentoring, and developing supervisors and future leaders.
Working with supervisors to allocate resources and achieve department goals consistent with Company objectives.
50% Leads department operations, driving continuous improvement and operational excellence, which includes:
Ensuring effective delivery of customer service across all customer interaction channels, including phone, chat, email, and emerging digital channels.
Ensuring high-quality customer interactions while maintaining compliance with company policies, applicable state and federal regulations, and established service standards.
Ensuring appropriate staffing, workforce planning, and resource allocation to meet service level objectives.
Establishing, monitoring and leveraging operational, financial, and customer experience metrics to drive performance and strategic decision-making.
Using customer feedback, operational metrics, and performance data to identify opportunities for improvement and prioritize initiatives.
Leading cross-functional initiatives that improve customer satisfaction, employee experience, and operational effectiveness.
30% Develops, champions, and executes the strategic vision and roadmap for Customer Connections, which includes:
Identifying industry trends, emerging technologies, AI capabilities, and customer experience best practices.
Recommending and implementing improvements that simplify customer interactions and improve operational efficiency.
Developing and executing a multi-year roadmap that advances omnichannel service delivery and customer experience.
Partnering across the organization to improve customer journeys, strengthen enterprise service capabilities, and advance strategic business objectives.
The list of essential functions is not exhaustive and may be substituted as necessary.
EXPERIENCE AND SKILL REQUIREMENTS
Ten years of progressive leadership experience in call/contact center management or customer service operations.
Insurance experience preferred.
Demonstrated ability to work effectively, collaboratively, and creatively with others to solve problems and drive results.
Proven ability to lead teams through significant change - willing to challenge the status quo, with the credibility to bring others along.
Professional oral and written communication skills.
Ability to inspire, motivate and lead teams toward achieving strategic and operational goals.
Effective conflict resolution, negotiation, and decision-making skills.
Strong organizational skills with the ability to prioritize multiple initiatives and perform effectively under pressure.
Initiative, resourcefulness, adaptability, and a continuous improvement mindset.
Leadership talents required for success in this role:
Leads with purpose and a commitment to develop people by positioning them where they can excel using their individual talents
Thinks strategically about business outcomes and competitive positioning while maintaining sharp focus on mission and profitability
Recruits and develops high-performing teams while modeling care, positivity, and resilience under pressure
Drives results with precision and delegates effectively while remaining accountable for outcomes
EDUCATION AND CERTIFICATION REQUIREMENTS
Bachelor's degree or equivalent in related field.
PHYSICAL AND WORK SCHEDULE REQUIREMENTS
May require work beyond standard hours to fulfill job duties.
Some travel may be necessary to attend industry meetings and conferences.
Hybrid position based in Lincoln, NE. Requires three days per week onsite and provides a hybrid schedule with two remote workdays.
We are not currently considering applicants in CA, CO, DC, HI, IL, MA, MD, MN, NJ, NY, VT, WA, for this position.
