Director of Service Excellence - REMOTE

Bish's RV•Meridian, ID

3d•Remote

About The Position

The Director of Service Excellence is responsible for designing, implementing, and scaling ACI’s service operations to deliver exceptional customer experiences and drive measurable business outcomes. This role focuses on process scalability and growth around customer retention, re-engagement of lost customers, and upsell and cross-sell growth. The leader will build and manage a high-impact team, collaborate cross-functionally, and deliver improvements across retention and revenue metrics. This role is fully remote, with 4-6 weeks of travel annually. Key Activities: WITHIN 30 DAYS YOU WILL: Attain basic RV and dealership knowledge Become comfortable with basic insurance product and carrier knowledge Learn basic customer knowledge, including ACI’s typical customer culture and demographics Gain in-depth knowledge of ACI’s book of business Visit 1 Bish’s RV dealership Shadow agents in their daily routines and calls Build trust across the team WITHIN 60 DAYS YOU WILL: Become familiar and comfortable with all ACI systems and resources Experience all of ACI’s current processes pertaining to keeping, re-engaging, and expanding customers Begin organizing and building optimization frameworks for all current processes pertaining to keeping, re-engaging, and expanding policies WITHIN 90 DAYS YOU WILL: Begin participating in the hiring process for Appointment Setters and Customer Service Representatives, specifically interviewing and assessing candidates Driving team activity, goals, and accountability Develop and implement regular dashboards to track key metrics around keeping, re-engaging, and expanding policies Conduct book trend analysis WITHIN 120-360 DAYS YOU WILL: Compiling all of the information and data gathered up to this point, present initial findings and most important priorities for keeping, re-engaging, and expanding policies. Include recommended action plans Begin being accountable for financial results. Achieve renewal revenue growth goals (specific goal to be determined Conduct a “mutual expectations” exercise with ACI leadership for the following year Definition of Success (after 1 year): Full implementation of the “Keep, Re-engage, Expand” optimization plans, including launching action + priority plans, building out the team, and demonstrating success by achieving defined success metrics Leads the team by example and builds core team competencies specifically around growth mindset, professionalism and emotional intelligence, and organizational skills Builds trust + followership with your team Decision Rights: OWN: Hiring Process Process Design for Keeping, Re-engaging, and Expanding Customers Issue Resolution Team Member Development ESCALATE Anything Related to Errors and Omissions (E&O) Persistent Issues with Customers, after exhausting resources Issues Needing Relationships Authority ACI Process Changes Final Decision on New Hires

Requirements

3+ years in operations, process, or service roles (ideally in B2B / insurance / financial services)
Proven record building and scaling teams (hiring, managing, developing, removing underperformers), especially in a remote environment
Embraces continuous learning, innovation, and adaptability to drive organizational success
Strong ability to prioritize, manage multiple initiatives, and maintain structure in a remote environment
Strong analytical mindset: metrics, root cause, trends, dashboard development
Experience leading change in organizations with weak process foundations
Ability to pass a background check and drug test
Demonstrate behaviors consistent with the Company’s Vision, Mission, and Value in all interactions with customers and co-workers

Nice To Haves

Direct experience with insurance operations, compliance, and carriers is preferred, but not mandatory
Proven success designing and implementing upsell, retention, and renewal strategies is preferred

Responsibilities

Designing, implementing, and scaling ACI’s service operations
Build and manage a high-impact team
Collaborate cross-functionally
Deliver improvements across retention and revenue metrics
Participating in the hiring process for Appointment Setters and Customer Service Representatives, specifically interviewing and assessing candidates
Driving team activity, goals, and accountability
Develop and implement regular dashboards to track key metrics around keeping, re-engaging, and expanding policies
Conduct book trend analysis
Compiling all of the information and data gathered up to this point, present initial findings and most important priorities for keeping, re-engaging, and expanding policies.
Include recommended action plans
Begin being accountable for financial results.
Achieve renewal revenue growth goals (specific goal to be determined
Conduct a “mutual expectations” exercise with ACI leadership for the following year
Full implementation of the “Keep, Re-engage, Expand” optimization plans, including launching action + priority plans, building out the team, and demonstrating success by achieving defined success metrics
Leads the team by example and builds core team competencies specifically around growth mindset, professionalism and emotional intelligence, and organizational skills
Builds trust + followership with your team
Hiring Process
Process Design for Keeping, Re-engaging, and Expanding Customers
Issue Resolution
Team Member Development
Anything Related to Errors and Omissions (E&O)
Persistent Issues with Customers, after exhausting resources
Issues Needing Relationships Authority
ACI Process Changes
Final Decision on New Hires

Benefits

Competitive base pay + bonus opportunities
Opportunity for promotion within the company as we grow
Excellent Individual and Family Benefits
Health, Vision/Dental, Short- and Long-term disability, HAS
401K with aggressive company match
Gym membership reimbursement
RV Borrowing Program
Incredible Team Culture
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Bish’s RV and ACI honors our military service members, veterans, and their family members by being a military friendly workplace. Many of the positions within our organization are transferable from previous military occupations.