Director Operations - Customer Service

Director Operations - Customer Service

About the Role: In this pivotal leadership position, you will serve as a key driver of organizational success by leading and developing a team of front-line customer service leaders. Your role will be instrumental in shaping a strong, positive culture while championing continuous improvement across processes, metrics, and key initiatives. You will provide oversight to multiple market segment teams, ensuring that day-to-day operations align seamlessly with long-term strategic goals.

Beyond managing operations, you will take the lead in directing, planning, and executing strategies that reinforce the company's mission, vision, and values. You will play a central role in ensuring that all policies, procedures, and functions not only meet internal standards but also comply with external regulations. This position requires a thoughtful balance of strategic vision and operational execution, guaranteeing that service delivery is efficient, effective, and responsive to organizational needs.

About You: You bring proven experience in a customer service environment, giving you the insight and expertise needed to address and solve service-specific challenges. You are passionate about developing leaders who, in turn, empower and inspire frontline staff to deliver consistently exceptional service to our members.

Your leadership style is rooted in collaboration, mentorship, and accountability, enabling you to cultivate talent and build teams that thrive in a dynamic environment. You have a track record of attracting, developing, and retaining top talent, ensuring that your teams are not only equipped to meet tactical goals but are also aligned with the organization's broader strategic objectives. Above all, you are committed to fostering a culture of service excellence, innovation, and continuous growth.

Required:

• Bachelor's degree in business, health care administration or related field or equivalent work experience required.
• A minimum of 7 years of experience in a highly complex industry such as insurance or financial services, including experience in a dynamic customer service or contact center environment with extensive knowledge of related systems.
• A minimum of 7 years of experience in leading others obtained through a combination of formal and informal/project leadership in a fast-paced, dynamic work environment that demonstrates knowledge of processes, products/services, and leadership competencies; must have demonstrated experience formally leading a team, setting clear expectations and performance goals, holding the team accountable for delivering positive results, and providing opportunities to develop team members' skills and experiences.
• Experience demonstrating effective resource management/planning, budgeting, forecasting and strategic planning.
• Critical thinking, analytical problem solving and workflow management skills; demonstrated ability to develop understanding and appreciation for upstream and downstream impacts in processes.
• Continuous improvement focus; demonstrated ability to simplify business processes through the application of process/quality improvement tools/techniques and project management processes/methodologies including successfully leading change management efforts.
• Demonstrated customer and partner relationship management skills, including effective communication, presentation, negotiation, and conflict resolution skills; ability to solicit cooperation and action from others not under their direct report by creating a sense of urgency and a teachable point of view

Preferred:

• Strong change management and stakeholder engagement skills to guide adoption of AI-driven or continuous improvement initiatives.
• Experience in a SAFe Agile Product Centric Environment