FBS Sr. Customer Care Director

Overview

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.

Responsibilities

• Leadership & Team Development

Provides guidance and accountability to senior leaders across teams.

Designs and drives customer care strategies aligned with business goals.

Oversees customer care delivery to meet service standards.

Analyzes feedback, metrics, and trends to identify improvement areas.

Defines and tracks KPIs aligned with enterprise goals.

Coordinates staffing and scheduling with internal teams.

Qualifications

Benefits

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