FBS Sr. Customer Care Director

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

This position directs operations of an inbound customer care center to ensure high-quality service delivery aligned with business unit and enterprise objectives. The role is accountable for overall customer care center performance and operational efficiency while ensuring a customer-centric approach. It collaborates across functions and the enterprise to develop and implement strategies that address customer concerns and elevate service delivery. The position cultivates a high-performance culture and leads continuous improvement efforts to ensure customer care operations meet or exceed service level goals, business objectives, and customer expectations. The role provides leadership to senior leaders across multiple teams or functional areas within a business unit and is accountable for their performance and outcomes.

1. Leadership & Team Development

• Provides guidance and accountability to senior leaders across teams.
• Coaches and mentors leadership to meet service-level goals.
• Identifies skill gaps and implements development programs.
• Promotes diversity and leads change management initiatives.

2. Strategic Customer Care Management

• Designs and drives customer care strategies aligned with business goals.
• Manages large-scale, high-impact projects.
• Defines short- and long-term objectives to support business growth.
• Continuously improves service quality and customer satisfaction across channels.

3. Operational Oversight

• Oversees customer care delivery to meet service standards.
• Implements technical resources to support customers and agents.
• Manages escalations and ensures regulatory compliance.

4. Data Analysis & Continuous Improvement

• Analyzes feedback, metrics, and trends to identify improvement areas.
• Uses data to optimize processes and drive performance.
• Provides strategic recommendations to senior leadership.

5. Performance & Collaboration

• Defines and tracks KPIs aligned with enterprise goals.
• Works with cross-functional teams to resolve complex service challenges.
• Shares insights to support product and service decisions.

6. Resource Planning & Workforce Management

• Coordinates staffing and scheduling with internal teams.
• Forecasts and adjusts resources to meet demand.
• Addresses staffing gaps to maintain service quality.

Requirements

• Minimum seven years of experience required in a contact center or other customer service oriented environment, including two years in a leadership role.
• Insurance industry experience.
• Special Skill Requirements: Additional Qualification: Effective leadership skills, including advanced business acumen.
• Demonstrated analytical skills.
• Excellent organizational skills. Strong verbal communication and listening skills.
• Demonstrated written communication skills.
• Excellent collaboration and team building skills.
• Ability to influence internal and/or external constituents.
• Instills commitment to organizational goals.
• Project Manaagement - Intermediate
• Management Reporting - Intermediate
• Software / Tool Skills
• Microsoft Office - Intermediate.
• Power BI - Intermediate.

Benefits

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Home Office model
4. Career development and training opportunities
5. Flexible work arrangements (remote and/or office-based)
6. Dynamic and inclusive work culture within a globally known group
7. Private Health Insurance
8. Pension Plan
9. Paid Time Off
10. Training & Development