Manager, Quality & Enablement (Remote - Austin, or U.S.)

The Zebra is seeking a Manager of Quality & Enablement who will be responsible for training and development, quality control, licensing and compliance support, program management, and systems optimization. Reporting to the Director of Operations, this role will collaborate with various teams to improve quality for consumers and customer-facing teams. The ideal candidate should have a solid understanding of the P&C Insurance industry, excellent project management and leadership skills, and experience in training and development methodologies. Additionally, familiarity with customer service tools and platforms, as well as experience in systems optimization and operational improvement, would be advantageous.

• Be responsible for the development and delivery of comprehensive training programs for new hires and current employees, ensuring they are equipped with the vital knowledge and skills to perform their duties effectively.
• Build and maintain a robust quality control system to supervise and evaluate the quality of customer interactions across all contact channels. Leverage speech analytics tools and other resources to identify areas of improvement and implement necessary changes.
• Support the agency's licensing and compliance needs by ensuring all regulatory requirements are met and the agency remains in good standing. Provide guidance and support to team members regarding compliance issues.
• Lead and coordinate cross-functional projects, ensuring that they are delivered on time, within scope and budget. Provide strategic oversight to various programs and drive their successful completion.
• Ensure the agency's applications and systems are functioning optimally. Identify areas of improvement and implement changes to improve efficiency and productivity.

• Solid understanding of the P&C Insurance industry and its regulatory landscape.
• Excellent project management skills.
• Outstanding leadership and team management skills.
• Proven understanding of training and development methodologies.
• Excellent communication, problem-solving, and decision-making skills.
• 5 years of experience in a similar role within an insurance agency.
• Familiarity with customer service tools and platforms, including speech analytics.
• Experience with systems optimization and operational improvement.

• Competitive Compensation & Stock Option Offering
• Health, Dental, Vision & Disability Coverages
• HSA offering + employer contribution
• 401k with match
• Unlimited PTO (paid time off) + flexibility to enjoy it
• Paid Parental Leave Program
• Learning & Development Opportunities
• Join a team that truly lives their values (outside of the office. Cliche, we know… but we really mean it)