VP Customer Care & Contact Center Shared Services

Horace Mann

1d•Remote

About The Position

The Vice President, Customer Care & Contact Center Shared Services will lead customer servicing operations for Personal Lines and Life & Retirement while overseeing the centralized capabilities that support both Customer Care and Claims operations. This role blends operational excellence with enterprise transformation, ensuring strong service performance today while building a modern, insight-driven contact center for the future. The VP will be responsible for contact center operations as well as shared services including Quality Assurance, Workforce Management, Contact Center Technology, Analytics & Insights, Vendor Management, and Operational Modernization. This leader will partner across the organization to deliver exceptional customer experiences while improving efficiency, scalability, and operational discipline.

Requirements

12+ years of leadership experience in large-scale contact center or customer operations.
Experience leading Quality Assurance, Workforce Management, and contact center technology governance functions.
Proven experience managing multi-site and/or outsourced contact center operations.
Strong analytics orientation with a KPI-driven operating discipline.
Demonstrated success leading operational transformation initiatives at scale.

Nice To Haves

Personal Lines Property & Casualty insurance or regulated financial services experience.
Experience integrating customer care and claims support operating models.
Experience leading contact center platform modernization or technology migrations.

Responsibilities

Lead end-to-end servicing contact center operations across voice and digital channels.
Drive performance across key service metrics including service level, abandon rate, average handle time (AHT), first contact resolution (FCR), quality assurance (QA), customer satisfaction (CSAT), net promoter score (NPS), complaint management, and regulatory compliance.
Foster a strong coaching culture and build frontline leadership capability.
Drive demand management initiatives to reduce avoidable contacts.
Partner cross-functionally with Underwriting, Billing, Claims, Distribution, and Product teams to resolve systemic service issues.
Lead the enterprise QA framework including calibration standards and coaching effectiveness.
Integrate speech and text analytics to generate actionable insights.
Ensure governance, compliance, and performance transparency.
Oversee forecasting, capacity planning, scheduling, and intraday operations management.
Manage shrinkage controls and scenario planning.
Establish a unified workforce management model across internal and outsourced operations.
Provide operational ownership for contact center platforms including routing, IVR, call recording, and knowledge management tools.
Partner with IT to define technology roadmaps, integrations, and platform modernization initiatives.
Simplify and rationalize fragmented or legacy tooling.
Establish enterprise dashboards and KPI governance.
Lead Voice of the Customer (VOC) programs, root-cause analysis, and identification of contact demand drivers.
Translate insights into operational, training, and digital improvements.
Govern business process outsourcing (BPO) relationships, service level agreements (SLAs), and contract performance.
Ensure consistent performance management across internal and partner operations.
Lead the contact center transformation roadmap, including self-service capabilities, workflow automation, AI-assisted servicing, and digital enablement.
Develop business cases and oversee ROI realization for modernization initiatives.
Balance automation with regulatory compliance and customer trust considerations.
Own the enterprise Customer Experience function, establishing a cohesive customer-centric strategy aligned with corporate objectives.
Lead the development and improvement of end-to-end customer journeys across service, claims, and digital touchpoints.
Establish and govern Voice of the Customer programs, leveraging customer feedback, analytics, and operational insights to drive improvements.
Define and monitor enterprise CX metrics including NPS, CSAT, Customer Effort Score, and journey-level performance indicators.
Partner with leaders across operations, claims, marketing, digital, and HR to embed customer-centric behaviors, processes, and performance management across the organization.
Lead enterprise initiatives that strengthen customer-centric culture and improve brand perception and loyalty.