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VP Customer Care & Contact Center Shared Services

50 minutes ago
Anywhere
Full-time
Executive
Customer Success
Customer and Technical Support
Apply Now
Horace Mann

Horace Mann

Horace Mann is the largest financial services company dedicated to helping educators and community servants achieve lifelong financial success. They offer a full range of tailored insurance and financial products, including auto, home, and life insuran...

Insurance
1K-5K
Founded 1945
View All Jobs 3

Description

  • Lead end-to-end customer servicing contact center operations across voice and digital channels.
  • Drive performance against service metrics including service level, abandon rate, AHT, FCR, QA, CSAT, NPS, complaint management, and regulatory compliance.
  • Build a strong coaching culture and develop frontline leadership capability.
  • Reduce avoidable contacts through demand management initiatives.
  • Partner with Underwriting, Billing, Claims, Distribution, Product, and other teams to resolve systemic service issues.
  • Lead enterprise quality assurance, including calibration standards, coaching effectiveness, governance, and performance transparency.
  • Oversee workforce management, including forecasting, capacity planning, scheduling, intraday operations, and shrinkage controls.
  • Own contact center technology operations, including routing, IVR, call recording, knowledge management, and platform modernization.
  • Lead analytics and insights efforts, including enterprise dashboards, KPI governance, VOC programs, root-cause analysis, and demand-driver identification.
  • Govern BPO relationships, SLAs, and vendor performance across internal and outsourced operations.
  • Lead the contact center transformation roadmap, including self-service, workflow automation, AI-assisted servicing, and digital enablement.
  • Own the enterprise customer experience function and improve end-to-end customer journeys across service, claims, and digital touchpoints.

Requirements

  • 12+ years of leadership experience in large-scale contact center or customer operations.
  • Experience leading quality assurance, workforce management, and contact center technology governance functions.
  • Proven experience managing multi-site and/or outsourced contact center operations.
  • Strong analytics orientation with a KPI-driven operating discipline.
  • Demonstrated success leading operational transformation initiatives at scale.
  • Bachelor’s degree or equivalent experience.
  • Personal Lines Property & Casualty insurance or regulated financial services experience preferred.
  • Experience integrating customer care and claims support operating models preferred.
  • Experience leading contact center platform modernization or technology migrations preferred.

Benefits

  • Salary range of $150,000 to $210,000.
  • Bonus eligibility.
  • Remote work location.
  • Opportunity to lead enterprise transformation at a publicly traded company.
  • Work supporting educator-focused financial and insurance offerings.

Interested in this position?

Apply directly on the company website

Apply Now

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