Supervisor, Operational Support

Michigan Farm Bureau Family of Companies•Waverly, MI

15h•$81,034

About The Position

To lead operational support functions, cross-functional strategic initiatives, and project coordination activities that support the overall success of the Property/Casualty Customer Service (PCCS) organization. This role oversees a team of Support Analysts and serves as a key liaison between Customer Service, Information Technology, Product Owners, and other business partners to ensure operational and technical excellence, process consistency, issue resolution, and successful execution of customer service-related initiatives. To provide leadership and oversight for complex escalations, regulatory response processes, operational workflows, project resource prioritization, knowledge management, and continuous improvement efforts. To support strategic planning and implementation activities that improve service delivery, operational efficiency, employee effectiveness, and customer/member experience.

Requirements

Bachelor’s Degree in business, management, operations, or related field required, or equivalent work experience.
Minimum of five to seven years of progressive experience in customer service, operations, insurance, or related business functions.
Minimum three years of experience leading cross functional operational, strategic, or enterprise projects required.
Prior leadership, supervisory, or team lead experience required.
Strong understanding of customer service operations, escalation management, and process improvement methodologies.
Experience working cross-functionally with business and technical teams.
Strong organizational, analytical, problem-solving, and communication skills.
Ability to manage multiple priorities and initiatives in a fast-paced environment.
Proficiency with operational reporting, workflow management, and business systems.

Nice To Haves

P/C Resident Producer license preferred.

Responsibilities

Lead and develop PCCS Support Analysts through coaching, workload management, performance feedback, and professional development.
Lead and direct team members in the resolution of complex operational issues through problem-solving efforts, conducting root cause analysis, and developing/executing solutions. Ensure resolution of issues, including long-term prevention strategies, mitigating business impacts, and inefficiencies.
Lead cross functional operational and strategic initiatives across the PCCS organization.
Manage operational work intake, prioritization, and resource allocation decisions to ensure cross-functional project alignment with organizational priorities and strategic objectives.
Own and oversee escalation management processes for complex customer service and billing-related issues.