AVP, Digital Customer Interaction

AmTrust Financial Services, Inc.•,

10d•Hybrid

About The Position

The AVP, Digital Customer Interaction is responsible for improving how customers interact with AmTrust across digital, contact center, and document services. This role leads initiatives focused on customer experience, self-service, automation, AI, and operational efficiency while overseeing print and document processing operations that support the business at scale. The position partners closely with Operations and Technology leaders to deliver modern, seamless customer experiences. This role will require hybrid attendance in any of our AmTrust office locations.

Requirements

Bachelor's degree in Business, Technology, Computer Science, or a related field.
10+ years of Professional Experience
5+ years of leadership experience in Digital Customer Experience, Contact Center Operations, Product Management, or related disciplines.
Strong knowledge of CRM platforms, customer experience technologies, analytics, AI, and automation solutions.
Proven ability to lead cross-functional initiatives and influence stakeholders at all levels.
Experience operating within a regulated industry.

Responsibilities

Oversees customer interaction channels supporting more than 1 million customer interactions annually.
Leads print operations producing more than 6 million documents annually.
Oversees scanning and indexing operations processing more than 20 million pages annually.
Drives digital transformation, automation, and AI initiatives that improve customer experience and operational efficiency.
Partners with business and technology teams to enhance customer-facing capabilities and self-service solutions.
Develop and execute the digital customer interaction strategy across web, mobile, chat, messaging, IVR, and self-service channels.
Own the digital experience roadmap and prioritize enhancements that improve customer engagement and operational effectiveness.
Drive adoption of AI-enabled solutions, automation, and self-service capabilities to reduce customer effort and support costs.
Oversee the integration of digital and traditional service channels to deliver a seamless omnichannel customer experience.
Monitor and improve key performance metrics, including customer satisfaction, digital adoption, and contact center efficiency.
Partner with Technology, Operations, Marketing, Compliance, and Customer Service teams to deliver scalable customer experience solutions.
Provide leadership oversight for Print and Scanning Operations, ensuring efficient and compliant management of customer communications and document processing.
Identify opportunities for continuous improvement through data analytics, customer feedback, and emerging technologies.