Head of Direct Response Center, Call Center Sales

Description

Come join our Direct Distribution team as Head of Direct Response Center, Call Center Sales, steering the engine of direct growth. As customers seek both convenience and trusted advice, our call center sales channel is where personalized experiences turn into loyalty and growth. In this role, you’ll be the leader for our Direct Response Center (DRC)—refining the strategy, driving execution, and delivering standout performance and continuous improvement.

You’ll lead a large, national sales operation and define what great looks like— elevating operational excellence, optimizing workforce and vendor partnerships, and building a culture that blends high performance with genuine care. You’ll also partner closely across Marketing, Product, Experience, Technology, and Analytics to shape an omnichannel journey that converts and delights. This role includes formal people leadership and reports to the General Manager, Direct Distribution.

What you’ll do:

• Own the DRC sales strategy end to end—set bold goals tied to profitable growth, standout CX, and channel efficiency, and turn them into a clear, actionable roadmap.
• Run the operation like a high-performance engine—drive execution and operational excellence across workforce management, staffing, scheduling, capacity planning, and vendor partnerships; flex fast and hit SLAs.
• Build a championship team—recruit, coach, and elevate sales talent at every level; partner with Training/Enablement to accelerate ramp, sharpen skills, and grow future leaders.
• Turn data into action, use real-time dashboards and KPI scorecards to spot signal, prioritize fixes, and deliver sustainable lifts and NPS, all while maintaining rock-solid compliance.
• Lead transformation—roll out enablement tools and smarter processes to scale performance and unlock efficiency.
• Orchestrate the journey—team up with Marketing, Product, Experience, Technology, and Analytics to enable intelligent routing, seamless digital-to-call and call-to-digital handoffs, and personalized offers that close.
• Tell the story and drive decisions—deliver crisp, data-rich readouts to leadership; frame trade-offs, secure resourcing, and set a weekly/quarterly performance rhythm.
• Shape the culture—foster an inclusive, high-accountability environment that celebrates wins, learns from misses, and always does the right thing for our customers and each other.

 

Why this role:

• Big scope, real impact: Own a national revenue engine—set the strategy, move the metrics that matter (conversion, NPS, efficiency), and see your decisions translate into tangible growth.
• Build the future: Lead a transformation of tools, talent, and process—AI agent assist, smarter routing, enablement, and analytics—to create a modern, high-performing sales operation.

Qualifications

• Bachelor’s degree in a business-related field (or equivalent experience) required; MBA and insurance designations (e.g., CPCU) strongly preferred; Personal Lines experience is a plus.
• 10+ years of relevant experience, including 5+ years leading managers and cross-functional teams in large-scale operations or call center environments.
• Proven track record of meeting and exceeding operational and sales targets in high-growth or high-volume settings.
• Inspiring people leader with strong change management, coaching, and talent development skills; builds high-performance, inclusive cultures.
• Strategic and analytical mindset with a bias for execution; uses data to prioritize, make trade-offs, and drive results.
• Exceptional communication and influence—clear written and verbal communication, executive presence, presentation, active listening, and negotiation skills.

About Us

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.At Liberty Mutual, we believe progress happens when peop