Vice President Chief Customer Officer

As Vice President, Chief Customer Officer, you are accountable for delivering an exceptional, customer-centric service experience while driving operational efficiency and strong financial performance. You will champion service excellence, reduce premium leakage through advanced underwriting and service practices, and optimize operating expenses. This role leads the delivery of seamless, accessible capabilities that meet customers where they are, leverages the full enterprise services ecosystem to position the organization as the partner of choice for independent agents, and simplifies the insurance experience to drive efficiency, consistency, and satisfaction. 

 

Key Responsibilities 

• Deliver industry-leading service to customers, agents, and business partners, with a continuous focus on improving customer satisfaction and enhancing claims service outcomes. 

• Define, monitor, and continuously improve service standards, and customer outcomes across all service channels, including call centers, digital platforms, self-service tools, agent/broker support, and written correspondence. 

• Provide executive leadership for all customer service operations supporting policyholders, agents, and partners across the personal lines business. 

• Ensure operational excellence, regulatory compliance, and consistent service quality while maintaining cost efficiency and scalability. 

• Expand and optimize the use of intelligent virtual agents, automation, and AI-enabled technologies to reduce customer friction and increase self-service adoption. 

• Design and oversee workforce planning, staffing strategies, and capacity models to meet current and future demand, including seasonal fluctuations, catastrophe events, and growth cycles. 

• Balance service quality, responsiveness, and cost through data-driven forecasting, scheduling, and resource optimization. 

• Partner with IT, Digital, and Operations leaders to implement technology solutions that enhance customer experience, automation, and operational efficiency. 

• Serve as a key member of the executive leadership team, providing regular insights and updates to the President & CEO and Board of Directors. 

  

Salary Range:​

The pay range for this position is $250,000 to $350,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.​

 

About Plymouth Rock 

Founded in 1982 and headquartered in Boston, writing approximately $2.5 billion in annual premiums, Plymouth Rock is a privately held insurer specializing in automobile and home insurance. Plymouth Rock considers itself to be the “largest of the entrepreneurial insurers” and the “smallest of the large insurers.” We blend the agility, innovation, and growth potential of a dynamic startup with the resources, stability, and security of a well-established organization.