Director, Direct Employee Success

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

Allstate Direct Phone Sales (DPS) drives profitable growth for Direct customers through contact center and chat channels by optimizing direct sales lead pathways, delivering on exceptional sales experiences and focusing on new business retention efforts.

We are a rapidly growing the DPS organization with a commitment to creating exceptional customer experiences and empowering our employees to achieve their best. As we continue to scale, we’re seeking an Employee Success Director to take the lead in managing our high-volume new hire onboarding strategy and operation, while overseeing key areas of quality, performance, and employee engagement. This role will be a cornerstone in driving the future success of our teams and ensuring that our employees are equipped to thrive in a fast-paced environment.

As the Employee Success Director, you will play a key role in aligning our new hire onboarding process with company goals, driving employee engagement, ensuring operational excellence, and enhancing the customer experience. This leader will manage a diverse team across Quality, Sales Consultants, Performance Coaches, Engagement, Operations, and Program functions, all while driving a results-driven, collaborative approach to employee success. This role will require a highly collaborative leader to partner across the Talent Acquisition, Learning & Development and Operations teams to drive successful outcomes across the function.

KEY RESPONSIBILITIES 

• Direct and manage the new hire onboarding function, ensuring it is scalable, efficient, and aligned with company growth and profit goals. Formulate and implement strategies to create an engaging, seamless onboarding experience resulting in positive employee experience and success.
• Operationally lead a team of people leaders who are accountable for the coaching, development and performance of new sales associates within their first 4 months of tenure.
• Take an integrated approach to ensure that all employee success initiatives align with business objectives and company goals. Leverage business knowledge and analytics to inform decision-making and drive alignment with broader organizational priorities.
• Lead cross-functional collaboration, setting operational parameters and ensuring seamless cooperation across departments to drive employee success and business outcomes.
• Oversee quality assurance efforts to ensure all sales and customer interactions meet or exceed company standards. Work with the Quality team to consistently evaluate and improve customer satisfaction and overall experience.
• Drive employee engagement by creating strategies that foster a positive work environment, while also ensuring that retention efforts align with company growth objectives.
• Lead and mentor a team of Sales Consultants, Performance Coaches, Engagement specialists, and Operations staff, fostering a high-performance culture and driving consistent results through coaching and development.
• Provide recommendations related to expenses and resource allocation, ensuring alignment with current and future financial plans. Manage budgets and resources efficiently to maximize impact.
• Develop and present business cases for key initiatives, influencing leadership and key stakeholders to take recommended actions that align with organizational goals.
• Act as a key driver in removing obstacles and overcoming challenges within teams, ensuring smooth cooperation and collaboration across functions.
• Focus on achieving measurable outcomes and driving results by building and maintaining effective relationships across teams, ensuring alignment, and fostering a culture of success.

FUNCTIONAL SKILLS 

• Experiencing managing the success of high volume call centers required.
• Demonstrated ability to understand complex business dynamics and performance metrics.
• Experience in leading cross-functional teams and collaborating across departments to achieve shared goals

• Excellent interpersonal and communication skills, with ability to influence, collaborate, and gain alignment across teams and leadership  
• Ability to leverage analytics to support decision-making and formulate strategies aligned with business priorities

SUPERVISORY RESPONSIBILITIES 

• This job has supervisory dutie