Senior Director, Customer Operations

We're seeking an exceptional people and operational leader to help build solutions for complex problems, establish scalable processes and drive efficiency improvements.

As part of the Customer Operations team, you'll work alongside the Customer Experience, Claims Experience, and Finance teams to improve efficiency and impact business results. Expect to work closely with management as you drive interconnectedness between customer teams and various business functions, while identifying key metrics and measurements to benchmark the department's overall performance.

Responsibilities

• Develop and implement the strategic roadmap for the Customer Operations function
• Support the continued growth of the Customer Operations team globally
• Manage annual budget process and drive desired financial results
• Address strategic challenges and opportunities, ensuring transparent and effective communication to all stakeholders
• Oversee workforce management, vendor strategy, and capacity planning
• Responsible for the the annual and quarterly OKR process execution
• Build an agile and effective team of strategic project managers
• Responsible for Customer Operations management routines to include monthly, quarterly and annual results

Requirements

• 10+ years experience in claims or customer operations management (or ideally at an insurance or finance company)
• Strong people management and team leadership skills
• Impressive presentation development capabilities
• Advanced knowledge of both Excel and G Suite products; Looker and SQL are an advantage
• Proven ability to develop and execute a strategic plan across multiple business units