Customer Experience Manager
Core
Lead the Customer Experience Department (Support, Policy Administration, Inspections) to optimize operations, manage team performance, and ensure compliance within the insurance sector.
Role type
Senior Customer Experience Manager (Insurance Operations)
Builds
Customer support workflows, policy administration processes, and inspection operations for insurance policyholders and agency partners.
Domain
Insurance / Property & Casualty
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and mentorship, performance management, operational workflow optimization, regulatory compliance knowledge, data analysis for KPIs, training program development, conflict resolution, Microsoft Office Suite proficiency, CRM/call center tools experience, AI technology implementation.
Preferred skills
P&C or Agency Service Representative License, experience with Zendesk or RingCentral, deep knowledge of homeowners insurance workflows.
Responsibilities
Lead and mentor a team across Support, Policy Admin, and Inspections; oversee daily insurance operations for consistency and efficiency; track and analyze KPIs including service levels and customer satisfaction; implement coaching strategies to close performance gaps; present operational reports and recommendations to leadership.
Seniority
Senior, hands-on IC with team management