Director, Operations Sales Strategy and Execution

Assurant•Atlanta, GA

3d•Remote

About The Position

The Director, Operations Sales Strategy and Execution is responsible for defining, executing, and continuously improving Assurant’s cross‑sell and upsell sales strategy across U.S. Connected Living Operations. They will lead the creation, deployment, and scaling of revenue‑generating programs embedded within claims, service, trade‑in, upgrade, and technical support customer journeys across phone, chat, and digital channels. The role owns contact center sales enablement, agent incentive and compensation programs, AI‑assisted selling capabilities, and cross‑channel execution, ensuring programs drive incremental revenue while protecting customer experience, client commitments, and regulatory compliance.

Requirements

Bachelor’s degree or equivalent experience
8+ years of experience in inside sales, contact center sales, or revenue growth roles
5+ years leading sales programs in a B2B2C environment
Demonstrated experience embedding sales motions into service, claims, or support interactions
Strong understanding of contact center operations, digital customer journeys, and CX metrics
Proven ability to design scalable sales programs and lead execution across multiple channels
Exceptional stakeholder management and executive communication skills
Strong analytical mindset with experience using data to drive sales performance improvements
Ability to lead through influence in complex, matrixed organizations
High ownership, accountability, and bias for action

Nice To Haves

Experience in insurance, warranty, protection, telecom, retail services, or device lifecycle programs preferred
Experience selling value added services during claims or support interactions a plus

Responsibilities

Establish and communicate the strategic vision for cross‑sell and upsell programs across Connected Living.
Identify priority customer moments, product pairings, and value‑added offers aligned to customer needs and client objectives.
Define monetization frameworks that balance revenue growth, customer experience, compliance, and operational scalability.
Partner with Product, Marketing, Digital, Legal, and Compliance teams to ensure offers are differentiated, compliant, and scalable.
Develop multi‑year roadmaps to expand sales motions across assisted and digital channels.
Design, launch, and scale agent‑assisted and digital sales programs embedded within claims and service journeys.
Own pilot design, test‑and‑learn execution, phased rollouts, and continuous optimization of initiatives.
Ensure sales motions integrate seamlessly into operational workflows without degrading service performance.
Standardize operating models, governance, and controls to support multi‑LOB scalability.
Design, implement, and govern contact center agent incentive and compensation programs tied to cross‑sell and upsell performance.
Define sales KPIs, conversion targets, and incentive mechanics aligned to desired behaviors and CX outcomes.
Own performance reporting and ongoing optimization of incentive effectiveness.
Lead implementation and continuous improvement of AI Agent Assist and AI‑driven sales enablement tools, including offer recommendations, scripting support, eligibility logic, and next‑best‑action guidance.
Partner with Training, Quality, Workforce, and Technology teams to ensure agent readiness, adoption, and sustained performance.
Own sales performance dashboards, executive‑level reporting, and client‑facing results readouts.
Partner with Analytics teams to identify performance drivers, root causes, and optimization opportunities.
Track revenue, ROI, customer experience impact, compliance outcomes, and operational tradeoffs.
Use data to refine targeting, offers, channel mix, and timing.
Lead and develop a high‑performing team responsible for sales strategy, execution, and optimization.
Serve as the primary point of accountability for cross‑sell and upsell initiatives across Connected Living.
Partner closely with Operations, Product, Digital, Client Management, Legal, and Compliance leaders.
Support client discussions by articulating program value, performance results, and future growth opportunities.