Senior Manager, Service Excellence – Roadside

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. It’s how we’ve become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more. 

Job Description

The Senior Manager, Service Excellence – Roadside helps lead key programs that improve training, service quality, and customer support within Roadside Assist Center operations. This role makes sure frontline associates and Rescue Management Team (RMT) employees have the right tools, training, and support to deliver consistent, high-quality service to customers.

This position also oversees the RMT and works closely with operations teams to improve service recovery, quality standards, and the overall customer experience.

Key Responsibilities

• Lead programs that support service excellence and align with Roadside performance goals.
• Help frontline teams succeed by making sure training is clear, relevant, and effective.
• Partner with operations leaders to identify service gaps and improve team performance.
• Support ongoing improvements that help deliver consistent and customer-focused service.

• Connect training, quality reviews, performance insights, and improvement plans into one clear process.
• Review quality results and customer feedback to find trends, reduce errors, and improve service.
• Lead calibration and validation activities to help teams follow consistent service standards.
• Support the use of automated quality tools to monitor customer interactions and identify opportunities in real time.

• Provide senior-level leadership and direction for the Rescue Management Team.
• Make sure team practices support service standards, quality expectations, and customer experience goals.
• Review service recovery efforts to ensure customer issues are handled effectively.
• Use RMT insights to improve training, quality programs, and service recovery practices.
• Work with other teams to explore how AI tools can help monitor service and support faster intervention when needed.

• Promote a consistent and professional customer experience across the full service process.
• Align training, quality reviews, and service recovery actions to support better customer outcomes.
• Help build a culture focused on quality, accountability, and customer impact.

• Use data to identify trends, service gaps, and opportunities for improvement.
• Look for root causes of service issues and help reduce the need for recovery or mitigation.
• Drive improvements that support service quality, operational efficiency, and stronger customer outcomes.

Skills

Client Consulting, Employee Supervision, Learning and Development (L&D) Strategy, Stakeholder Management, Strategic Planning

 

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.