Customer Operations Director-Avail

Date Opened: Sep 7, 2021

Location: Remote, Remote, US

Company: Allstate Insurance Company

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. As a leader in a corporation with 83,000 employees and agency force members, you’ll have a hand in transforming not only Allstate but a dynamic industry. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

 

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

 

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.
 

Job Summary

The Customer Operations Director will own the delivery of a superior experience for our borrowers and owners at Avail. This role is responsible for establishing and leading all front line support channels, back office support operations, trust and safety operations as well as our CRM administration.  This role at any time will be responsible for setting the vision and strategic direction for all support related activities as well as the development and execution of a closed loop feedback system for Avail.

Key Responsibilities

  • Define standards for our key experiential measures (NPS, CSAT etc.) and lead programs and / or advocate to address key drivers of dissatisfaction.
  • Source, structure and lead all front line support activities across phone, email, chat and SMS channels.
  • Oversee strategy and management of all internal front line support staff as well as outsourced/offshore front line and back office support staff.
  • Build and implement all support staffing and capacity management processes.
  • Identify gaps in our product, support and knowledge management systems and develop programs to supplement those gaps (training, community, back office support etc.)
  • Develop operational standards to ensure we are servicing our customers in an efficient and effective manner and report progress against key measures bi-weekly to the leadership team.
  • Better serve the needs of our customers and field staff by leveraging our CRM system  (Salesforce) to gain better knowledge, visibility and ability to service our customers.

Key Responsibilities Cont'd

  • Partner with business and technology teams to reduce the risk of our marketplace as well as develop our response plans to all Trust & Safety related events.
  • Anticipate needs of the organization and leads efforts for continuous improvements with Avail/Avail systems design and processes.
  • Build an organization capable of creating strategy to drive new initiatives successfully across the company; recruit, develop, coach and counsel a world-class team.
  • Clearly communicate business objective timelines to the executive team, expose risks and tradeoffs with a no surprises philosophy.
  • Provide leadership, motivation and hands-on direction to management, analytics, and trust & safety teams in service to delivering outstanding customer experiences.
  • Provides insights and perspective on key consumer, market, technology, and competitive trends that will impact current and future Avail/Avail strategies.

Supervisory Responsibilities:

This job does have supervisory duties

Preferred Qualifications

Education and Experience

  • Bachelor's Degree or equivalent experience; May also have advanced degree
  • 12 or more years of related Experience

Certificates, Licenses, Registrations

  • None

 

Functional Skills

  • Strategically building relationships across functions
  • Ability to measure, evaluate, and act on results (financial and operational)
  • Ability to analyze and interpret complex concepts; Ability to solve complex problems
  • Demonstrated skills in the area of research and development (Ability to work with data to develop insights, interpret and make recommendations)
  • Strong oral and written communication skills combined with the ability to influence others
  • Strong collaborative skills (Leads and collaborates across boundaries to implement decisions and / or initiatives in an integrated manner)
  • Knowledge of CRM systems and administration
  • Ability to thrive in a fast paced, cross regional, diverse, and dynamic work environment
  • Embody the Avail team’s 5 core values: Transparency, Collaboration, Bias for Action, Customer-Obsession, and Integrity

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

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