Sr. Director, CX Operations (Remote)

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 Senior Director, Enterprise Shared Services, is a Leader of Leaders role directly responsible for supporting people leaders and teams. The leader contributes to establishing the Shared Services vision and goals that align to Protective’s corporate strategic priorities. The Sr. Director has responsibility for multiple related teams focused on delivering business value to partners from Quality Programs, Priority Solutions, Customer Relations, and Authentication Center of Excellence.  Functional teams support multiple divisions within Protective including Customer Experience, Protection, Retirement and Asset Protection.
The Sr. Director has multiple objectives:   1) Build a flexible, engaged workforce at leadership and professional levels to optimize consistent delivery of partner and business value (2) Execution of shared service programs to meet experience aspirations at scale; and 3) Continuously improve the customer and distributor experience through process quality, complaint resolution and authentication capabilities.  

Job Responsibilities

• Be a trusted partner to internal stakeholders through the delivery of value in a mature shared services model including establishing business partner requirements, key performance indicators, staffing approach and engagement routines.
• Build a strong, flexible, and engaged workforce that aligns with customer/partner expectations and financial targets
• Implement and deliver processes and capabilities that will ensure continued partner engagement
• Partner with internal leaders across the enterprise to identify, prioritize and optimize new capabilities, programs, and other enablers of the customer and distributor experience
• Communicate regularly with senior management on value realization and new capabilities
• Collaborate with members of cross functional teams to develop solutions to difficult problems
• Encourage an inclusive team atmosphere, promoting professional growth and training, as well as giving guidance and direction; coach, mentor and develop leaders to create range and succession
• Anticipate evolving regulatory and compliance expectations while managing existing requirements
• Perform other duties as assigned

Job Qualifications

• 5+ years of people leadership experience
• Expertise with technology tools such as workflow, CRM, digital interfaces, quality management, fraud detection, and omnichannel capabilities
• Proficient expertise building teams and leadership competency
• Strong knowledge of IT standards and best practices
• Experience with project management principles and agile models
• Experience collaborating effectively with key stakeholders to make decisions at an accelerated pace
• Demonstrated understanding of compliance and regulatory requirements

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 benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion: At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining