Director of Customer Solutions Center @Simplybusiness

[Hiring] Director of Customer Solutions Center @Simplybusiness

Mar 18, 2025 - Simplybusiness is hiring a remote Director of Customer Solutions Center. 💸 Salary: unspecified. 📍Location: USA.

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Role Description

Simply Business is seeking a strategic and results-oriented Director of our Customer Solutions Center (CSC). You will lead a team of 70+ across Sales, Service, Quality, and Operations to support our customers with their business insurance needs. As the leader of the CSC, you will set the vision and lead the team in bringing that vision to life. Reporting to the VP, Customer, you will be responsible for the strategic planning and execution of all CSC operations. You are excited about establishing a performance-oriented culture, driving the team towards results, and delivering a top-notch customer experience.

Drive business results:
- Manage performance across your Sales and Service teams to meet or exceed revenue, cost, efficiency, and quality targets.
- Analyze KPIs, manage to OKRs, and proactively identify areas for improvement.
- Lead initiatives to introduce automation and digitization where possible.
- Seek out technology and innovative solutions to bolster efficiency and streamline operations.
- Identify opportunities for continuous improvement as the business scales.
Lead a high-performing team:
- Recruit, lead, and develop a high-performing team.
- Partner closely with Talent Acquisition in attracting high-caliber sales and service talent.
- Work closely with the CSC Training team to effectively onboard new talent to achieve strong performance.
- Motivate and inspire your team to achieve or exceed its goals while maintaining a great culture and fostering strong employee engagement.
- Work closely with our workforce planner to anticipate and plan for staffing needs as the business evolves.
- Proven track record of leading through successful change management.
Deliver an excellent customer experience:
- Collaborate with marketing, product, and other stakeholders to support new initiatives and ensure a seamless customer experience.
- Ensure compliance with regulatory standards and company policies/processes.

Qualifications

Bachelors Degree Required
Minimum of 5 years of Contact Center management or similar experience
Property & Casualty license preferred or to be obtained within 90 days of employment
Proven track record of driving team success, managing to metrics, and ensuring customer satisfaction.
Experience leading remote/hybrid teams a plus
Passion for developing people and leading high-performing teams
Ability to influence cross-functionally to drive initiatives forward
Monthly travel to Boston HQ required

Benefits

Group plan for medical, dental, vision, and prescription drug coverage
Short term disability, long term disability, and life insurance coverage
Participation in the Company’s bonus program
Participation in 401(k) plan with a 5% employer match
Commuter benefits to help cut down on parking and public transit costs
25 days of vacation time plus 10 sick days and 10 company holidays
A genuine investment in your learning and development
Regular team outings and volunteer opportunities
An awesome office space
A hybrid working model, giving our employees great choice and flexibility to work in a way that’s best for their particular job, their teams, and their lives.

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Back to Remote jobs > Customer Service

Director of Customer Solutions Center @Simplybusiness

Customer Service

Salary 💸 unspecified	Remote Location USA
Job Type full-time	Posted Mar 18, 2025

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] Director of Customer Solutions Center @Simplybusiness

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