Manager - Customer Experience Operations

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Customer Experience Operations Manager is responsible for directly leading and managing a team of 15-25 Customer Experience Advocates. The Customer Experience Advocacy Team supports contacts from Protective Life customers or individuals that have a defined relationship to a customer. The front-line employees are responsible for courteous, accurate, and responsive contact resolution along with enhancing the universal customer experience based on trends identified across multiple customer interactions. The Customer Experience Manager creates the environment and structure that motivates her team to make intentional decisions that consider long-term impact and contribute to achieving department goals. Additionally, the Manager is expected to support the growth and success of all CX Ops team members, front-line employees and leaders, regardless of reporting structure.

Responsibilities

• Builds an inclusive, engaging team environment through effective communication that encourages diversity of thought and open communication. Embraces and articulates a bold vision with conviction and remains open to consider new information. Inspires team to operate with a customer-focused mindset. Thinks independently, exercises courage to challenge appropriately, and fully commits to final decision. 
• Evaluates team goals for relevance and accuracy. Creates or adopts mechanisms to identify opportunities to improve the customer experience and eliminate process waste. Conducts effective root cause analysis of gaps. Creates and executes action plans that result in achieving established goals related to quality, culture, and cost. Thinks holistically about business impact when making decisions. Promotes team understanding of trade-offs, downstream impact, and prioritization within decision-making.
• Leverages reporting to understand individual team member performance related to production and quality metrics. Exhibits genuine curiosity to identify the intent and motivation behind actions. Recognizes, rewards, coaches, and manages performance of team members appropriately. Demonstrates capacity to navigate difficult conversations.
• Effectively coordinates with other departments and promotes community learning. Assume complete ownership of the customer and employee experience until a more appropriate resource is available to lead. Addresses problems when they are identified and never states, “That’s not my job.”  Focuses on solutions rather than where to place blame. Intent to support the success of others.
• Other Job Duties as assigned. 

Qualifications

• Minimum 2 years of Operations Management experience 
• Prior call center experience strongly preferred
• Life insurance operations experience desired
• High school diploma or equivalent required -- Bachelor’s degree a plus.
• Must be able to create and support a positive, inclusive, and customer-focused team environment
• Ability to effectively lead, mentor, and develop a high-performing team 
• Ability to communicate effectively both verbally and in writing 
• Ability to build and maintain relationships with varying temperaments and personalities at all levels
• Must be able to set challenging but realistic performance expectations and take responsibility for the actions and results of the department 
• Must possess strong quantitative and qualitative analytical skills
• Must be proactive in leveraging data to develop action plans 
• Ability to use independent judgment and/or resourcefulness to make effective decisions 
• Must be solution-oriented, optimistic, and believe any outcome to be possible 
• Seeks understanding, challenges appropriately, and ultimately commits to supporting the final decision
• Ability to navigate ambiguity in a fast-paced environment 

Employee Benefits:  We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.    Eligibility for certain b