Director of Customer Operations

The Role

This position will lead operations for the Customer organization. The ultimate goal of developing this centralized team is to become the engine that enables the Customer org. to deliver an exceptional customer experience in all of its many facets. This position will require a leader with a deep understanding of customer service, business development, marketing, the insurance industry, underwriting, and the InsurTech space.

Specifically, The Director of Customer Operations will be responsible for setting the strategy and delivering a customer-focused experience that drives customer loyalty and retention. Responsibilities will entail business planning, leading automation of processes, laying out a digital strategy and establishing metrics and reporting for leadership.

Please note: This is an on-site role with the requirement to be in the office at least 4 times per week.

Responsibilities:

• Spearhead continuous improvement and refinement of operations across the Customer org - for the Growth, Marketing, and Customer Success teams
• Lead a team of automation, business planning, reporting, and digital specialists whose respective plans will enable an operationally sound functional area
• Boil down all issues into solutions and recommendations for executive leadership on a periodic basis
• Develop and implement operations strategies that drive customer loyalty and retention
• House, organize, and apply customer feedback to every initiative within the Customer organization
• Create, review, and manage policies and procedures
• Establish performance metrics and monitor team performance
• Train and develop team members
• Rapidly prioritize based on customer inquiries that require input from this ops function
• Stay up to date with industry and technology trends

The Expected base pay for the role will be between $183,000-$200,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include discretionary bonus and other Cover Whale-sponsored total rewards/benefits.

Requirements

Education and Experience:

• Minimum a Bachelor's degree in a related field
• Excellent track record of achieving outstanding results in customer experience transformation
• 10+ years in customer success/insurance/auto/underwriting experience
• 5+ years of leadership experience

Must-Have Skills/Abilities:

• Knowledge of the insurance industry and the InsurTech space
• Excellent communication and problem-solving skills
• Ability to work in a fast-paced environment
• Ability to multitask and prioritize tasks
• Ability to think strategically and analytically

Benefits

Perks/Benefits:

• Health/Dental/Vision
• Life/Disability
• Employee Assistance Program
• Flexible Vacation Policy
• 401k - Employer Match
• Generous Parental Leave

Cover Whale works to maintain the best possible environment for our employees, where individuals can learn and grow with the company. We strive to provide a collaborative environment where each person feels encouraged to contribute to their processes, decisions, planning, and culture.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.