Director, Engagement Center Operations

Encova Insurance•Columbus, OH

5d•$108,812 - $174,099•Hybrid

About The Position

The Director, Engagement Center Operations is responsible for aiding in the development and executing the strategic direction provided to the Engagement Center. This role oversees assigned engagement center operations, associate development, quality assurance, training, service delivery, and customer experience strategies across all customer interaction channels. The Director leads initiatives focused on modernizing the customer experience through the implementation of artificial intelligence (AI), automation technologies, and digital service enhancements. This position is responsible for streamlining customer interactions, increasing first-call resolution rates, improving operational effectiveness, and developing modern performance metrics that drive customer satisfaction, associate engagement, and business results. This position partners closely with leadership across the organization to align customer service strategies with corporate objectives while fostering a culture of innovation, accountability, and service excellence.

Requirements

Bachelor’s degree in business, communications, management, or related field preferred.
Minimum of 7 years of progressive customer service, contact center, or customer experience leadership experience.
Insurance industry experience strongly preferred, including Personal Lines, Commercial Lines, Workers' Compensation, or related insurance operations.
Experience leading customer experience transformation initiatives.
Experience implementing AI, automation, self-service, or digital customer engagement technologies.
Demonstrated success improving customer satisfaction, operational efficiency, and first-call resolution metrics.
Experience leading large-scale process improvement or business transformation initiatives.
Demonstrated ability to influence cross-functional stakeholders, manage complex transformation initiatives, and translate customer and operational insights into enterprise action plans.

Responsibilities

Develop and execute the strategic vision for the Engagement Center to enhance customer satisfaction, operational performance, and business outcomes.
Lead and manage customer experience transformation initiatives focused on simplifying and streamlining customer experiences across all communication channels.
Identify, evaluate and implement the adoption of automation technologies, self-service tools, workflow automation, and digital engagement capabilities and efficiencies that enhance customer and employee experiences.
Analyze customer interaction data and leverage predictive insights to drive proactive customer service strategies.
Review system changes and business initiatives to assess operational impacts and implement process modifications as necessary.
Establish and maintain service standards, operational KPIs, and service-level agreements (SLAs) that drive accountability and performance.
Develop strategies and operational processes designed to improve First Call Resolution (FCR) and reduce repeat customer contacts.
Manage escalated customer situations and ensure timely and effective resolution.
Ensure training programs support evolving business processes, technology enhancements, and customer experience initiatives.
Oversee quality assurance programs to evaluate customer interactions, service quality, compliance, and operational effectiveness.
Develop and implement modern customer service performance frameworks focused on customer outcomes, operational efficiency, and employee effectiveness.
Utilize data analytics and customer insights to drive decision making and recommend process improvements or propose corrective actions.
Collaborate with the AVP of Customer Service and business leaders to prepare the organization for customer-facing impacts of strategic initiatives.
Serve on project teams, system implementation efforts, process improvement initiatives, and testing teams.
Lead, develop, and mentor Engagement Center leaders and associates through coaching, performance management, and career development initiatives.
Oversee the recruitment, onboarding, training, and retention of high-performing customer service professionals.
Conduct performance reviews and create individual development plans that support employee growth and succession planning.
Foster a high-performance culture built on accountability, collaboration, innovation, and customer focus.
Ensure departmental readiness and adaptability to organizational changes and evolving customer needs.