Senior Director, Customer Service

GEICO • Richardson, TX

12d • Hybrid

About The Position

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers. About GEICO GEICO is one of the nation's largest and fastest-growing auto insurers thanks to our low rates, outstanding service and clever marketing. We're an industry leader employing thousands of dedicated and hard-working associates. As a wholly owned subsidiary of Berkshire Hathaway, we offer associates training and career advancement in a financially stable and rewarding workplace. At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers. Our success is no secret - it's the result of investing in exceptional individuals. We seek a highly motivated Director of Customer Service. You will be on the front line of driving GEICO Service culture, leading multiple countrywide locations, improving the customer experience, and generating long-term profitable growth by leading a talented service team. You will drive excellent service with a focus on retention and cross-selling other MOAT or GEICO products contributing to the profitable growth of GEICO. Work Location: This is a hybrid role, requiring on-site presence in our Tucson, AZ; Dallas, TX; Tampa, FL; Lakeland, FL; Virginia Beach, VA or Fredericksburg, VA office.

Requirements

• Bachelor’s degree in business, insurance, risk management, or related field. Masters is preferred.
• 8+ years in P&C insurance operations and 3+ years in a senior leadership role (800+ associates) OR 12+ years in call center management.
• Deep understanding of state and federal insurance regulations, including DOI, NAIC and market conduct requirements - will consider experience with other highly regulated industries. Ability to lead regulatory responses and corrective action plans.
• Proven ability to design and oversee compliance frameworks for underwriting and product operations.
• Strong technical knowledge of P&C underwriting principles, rating, contracts, and risk segmentation with a clear track record in driving underwriting efficiency through automation and digital transformation.
• Experience successfully partnering with legal, actuarial and product teams.
• Strong understanding of enterprise risk management and compliance metrics.
• Ability to quantify impacts, understand trends in data and leverage data storytelling to make objective business decisions across multiple locations.
• Ability to outline a clear vision and influence a group of people to make the vision a reality through resource allocation, structure, and ownership.
• Expertise in handling heavy customer call volume in a fast paced, results centric environment that requires consistent iteration and urgent action.
• Attains and maintains the required licenses issued by the state insurance department of various states.

Nice To Haves

• Masters is preferred.

Responsibilities

• Strategic leadership Develop and implement customer service policies, strategies, key initiatives and best practices to improve service quality, efficiency, and effectiveness. Coordinate strategies with other functional areas within GEICO including Sales/ Compliance/ and Product organizations to align service efforts with overall business objectives. Effectively communicate to all levels, especially results through presentations.
• Team management Lead, coach, and motivate the customer service directors, which includes hiring, training, and setting service standards and KPIs. Guide and mentor associates through performance appraisals, salary adjustments, and disciplinary actions, ensuring a high-performing team.
• Operational Oversight and Excellence: Lead multiple, countrywide locations ensuring resources are aligned, processes are streamlined, and inquiries, issues, and complaints are handled promptly and effectively. Identify efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
• Performance analysis Monitor and analyze key performance indicators (KPIs), such as response times and customer satisfaction scores, and use the data to make improvements. Ensure appropriate Staff Sufficiency to manage all contacts, meeting service level and abandoned call percentage targets. Establish systems to capture and analyze customer feedback to identify trends and areas for improvement.
• Cross-functional collaboration Work across multiple business partners to ensure compliance with quality standards, identifying efficiency and call reduction opportunities through increased self-service, automation, and process improvement. Effectively communicate to all levels, especially results through presentations. Direct the technical and clerical Service and Underwriting activities. Coordinate strategies with other functional areas including Sales/ Compliance/ and Product organizations.

Benefits

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees