Vice President, Customer Connections

Assurity•Lincoln, NE

12d•Hybrid

About The Position

Assurity is looking for enthusiastic, driven and collaborative people to join our team. We’re a company of vibrant and passionate people who work every day to advance our mission of helping people through difficult times – and who truly want to make a difference. As a Certified B Corporation, we have a verified commitment to our people, community and planet, and we work every day to make the world a better place. Ample opportunities for growth, a thriving culture and coworkers who care as much as you do are just the beginning. Come work with purpose. Learn more: www.assurity.com/careers [http://www.assurity.com/careers]

Requirements

Ten years of progressive leadership experience in call/contact center management or customer service operations.
Demonstrated ability to work effectively, collaboratively, and creatively with others to solve problems and drive results.
Proven ability to lead teams through significant change – willing to challenge the status quo, with the credibility to bring others along.
Professional oral and written communication skills.
Ability to inspire, motivate and lead teams toward achieving strategic and operational goals.
Effective conflict resolution, negotiation, and decision-making skills.
Strong organizational skills with the ability to prioritize multiple initiatives and perform effectively under pressure.
Initiative, resourcefulness, adaptability, and a continuous improvement mindset.
Leads with purpose and a commitment to develop people by positioning them where they can excel using their individual talents
Thinks strategically about business outcomes and competitive positioning while maintaining sharp focus on mission and profitability
Recruits and develops high-performing teams while modeling care, positivity, and resilience under pressure
Drives results with precision and delegates effectively while remaining accountable for outcomes

Nice To Haves

Insurance experience preferred.

Responsibilities

Establishing criteria for selecting, developing, and retaining exceptional talent.
Creating and fostering a culture of accountability, engagement, continuous learning, innovation, and customer focus.
Coaching, mentoring, and developing supervisors and future leaders.
Working with supervisors to allocate resources and achieve department goals consistent with Company objectives.
Ensuring effective delivery of customer service across all customer interaction channels, including phone, chat, email, and emerging digital channels.
Ensuring high-quality customer interactions while maintaining compliance with company policies, applicable state and federal regulations, and established service standards.
Ensuring appropriate staffing, workforce planning, and resource allocation to meet service level objectives.
Establishing, monitoring and leveraging operational, financial, and customer experience metrics to drive performance and strategic decision-making.
Using customer feedback, operational metrics, and performance data to identify opportunities for improvement and prioritize initiatives.
Leading cross-functional initiatives that improve customer satisfaction, employee experience, and operational effectiveness.
Identifying industry trends, emerging technologies, AI capabilities, and customer experience best practices.
Recommending and implementing improvements that simplify customer interactions and improve operational efficiency.
Developing and executing a multi-year roadmap that advances omnichannel service delivery and customer experience.
Partnering across the organization to improve customer journeys, strengthen enterprise service capabilities, and advance strategic business objectives.