Manager, Customer Resolution & Escalation

Group 1001•Zionsville, IN

About The Position

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees. Why This Role Matters: At Group 1001 we're on mission to be the most trusted annuity servicing firm in the advisor community. We invest in the people, processes, and infrastructure to get there. The Manager, Customer Resolution and Escalation is a newly created high-visibility leadership role designed to stand up a new team, define the operating model, and build the muscle that allows us to catch what's breaking in real time, fix it at the root, and turn service recovery into a competitive advantage. In this role you’ll impact the strategic vision for how customer resolution and escalation should function across the enterprise and build the roadmap to get there.

Requirements

Builder’s mindset and prior experience standing up teams and processes.
Driven problem solver who instinctively chases the “why behind the why”.
5 years’ leadership experience in a contact center in financial services required; insurance/annuities is preferred.
Prior experience with data tracking, operational metrics, and building dashboards
Confident communicator and comfortable presenting recommendations to senior leaders.
Strong collaboration skills and ability to be adapt to rapid change and direction
Resilient in the face of ambiguity and receptive to feedback and new approaches to grow and develop

Nice To Haves

Bachelor’s degree preferred or experience in lieu of education

Responsibilities

Design and hire a team of resolution coordinators who manage alternate channel services including email, chat, and outbound telephonic support.
Assess current-state gaps in process with recovery initiatives, follow-up engagements, and quality driven corrections and analyze the infrastructure.
Build tracking mechanisms that transform escalation and resolutions into themes, trends, and root causes.
Identify when something isn’t working as intended in real time and translate that signal into priority initiatives
Ensure complex customer inquiries are resolved efficiently across every communication channel.
Manage outbound service recovery campaigns to re-engage customers following negative experiences in collaboration with the CARE Team.
Drive SLA performance by minimizing repeat contacts and drive measurable improvement in first contact resolutions, responsiveness, and overall customer experience.
Partner with frontline contact center leaders, operational teams, and technology to resolve issues with urgency, empathy, and precision.
Be a champion for change management across functions, bringing stakeholders along through clear communication, data, and storytelling.
Build and maintain strong relationships with Learning and Development, Operational Excellence and senior leaders to present findings and recommendations with confidence and credibility.