AVP, Customer Service Center (HYBRID)

The Hanover Insurance Group•Worcester, MA

2d•Hybrid

About The Position

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture. Our Personal Lines Operations team is hiring an AVP, Customer Service Center to join our growing team in our Worcester, MA or Howell, MI office, in a hybrid work arrangement. This is a full time, exempt position. POSITION OVERVIEW: The Personal Lines Customer Service Center (CSC) supports enrolled agencies by servicing customer accounts on their behalf—handling 350K+ annual sales and service interactions across an $800M+ book of enrolled premium. We live our vision: In every interaction, we deliver on our promises by being a trusted team that makes a meaningful difference in the lives of others. This is an exciting opportunity to lead the people, strategy, and future of our Personal Lines Customer Service Center (CSC). As AVP, you will shape enrollment growth, performance excellence, and service delivery strategies that empower partner agents and delight customers. This role is about building careers, driving innovation, and creating a culture of success. Collaboration across Personal Lines and Commercial Lines teams is essential for seamless service and operational excellence. This position is about shaping the future of customer service in Personal Lines. You’ll influence strategy, inspire teams, and make a measurable impact on growth and customer satisfaction. If you thrive in a fast-paced, collaborative environment and love building high-performing teams, this is your chance to lead with purpose.

Requirements

Bachelor’s degree; 10+ years of leadership in insurance or risk operations. Expertise in contact/call center management, underwriting, or process oversight preferred.
Skilled in project/program management and process design for scalable growth.
Ability to interpret and reconcile complex data; experience with Power BI or similar tools.
Proven ability to develop managers into leaders and guide cross-functional teams.
Exceptional written, verbal, and presentation skills; adept at negotiating and influencing.
Confident in leading change and managing ambiguity with strategic agility.
Balances multiple priorities while ensuring consistency and integrity across operations.

Responsibilities

Lead strategy development and execution to grow enrollments and enhance service delivery.
Promote a flexible, responsive operating model for timely, high-quality service.
Innovate processes for rapid response to agent, field, and compliance needs.
Use cost-benefit analysis to prioritize programs and allocate resources effectively.
Build strong partnerships and champion cross-functional collaboration.
Serve as a trusted resource for teams and leadership; lead initiatives supporting business and financial goals.
Monitor volume and business plans; make proactive staffing recommendations.
Leverage technology and talent strategies to boost efficiency and scalability.
Oversee workflows to ensure best-in-class response times and quality.
Drive continuous improvement to reduce expense and increase responsiveness.
Coordinate shared resources (Analysts, Training, QA, Finance, Technology).
Communicate performance results and key issues to senior leadership.
Lead a diverse team of 100+ professionals across multiple roles.
Develop future leaders through succession planning and coaching.
Make strategic hiring decisions and inspire high performance.
Set cascading goals, deliver reviews, and create development plans.
Recommend salary adjustments tied to individual performance.