Vice President, Chief Customer Officer

Plymouth Rock Assurance • Boston, MA

4h • $250,000 - $350,000

About The Position

As Vice President, Chief Customer Officer, you are accountable for delivering an
exceptional, customer-centric service experience while driving operational
efficiency and strong financial performance. You will champion service
excellence, reduce premium leakage through advanced underwriting and service
practices, and optimize operating expenses. This role leads the delivery of
seamless, accessible capabilities that meet customers where they
are, leverages the full enterprise services ecosystem to position the
organization as the partner of choice for independent agents, and simplifies the
insurance experience to drive efficiency, consistency, and satisfaction.

Responsibilities

• Deliver industry-leading service to customers, agents, and business partners, with a continuous focus on improving customer satisfaction and enhancing claims service outcomes.
• Define, monitor, and continuously improve service standards, and customer outcomes across all service channels, including call centers, digital platforms, self-service tools, agent/broker support, and written correspondence.
• Provide executive leadership for all customer service operations supporting policyholders, agents, and partners across the personal lines business.
• Ensure operational excellence, regulatory compliance, and consistent service quality while maintaining cost efficiency and scalability.
• Expand and optimize the use of intelligent virtual agents, automation, and AI-enabled technologies to reduce customer friction and increase self-service adoption.
• Design and oversee workforce planning, staffing strategies, and capacity models to meet current and future demand, including seasonal fluctuations, catastrophe events, and growth cycles.
• Balance service quality, responsiveness, and cost through data-driven forecasting, scheduling, and resource optimization.
• Partner with IT, Digital, and Operations leaders to implement technology solutions that enhance customer experience, automation, and operational efficiency.
• Serve as a key member of the executive leadership team, providing regular insights and updates to the President & CEO and Board of Directors.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees