About the job
Job Title: Vice President, Customer Care & Contact Center Shared Services
Location: Remote
Position Summary
The Vice President of Customer Care & Contact Center Shared Services will spearhead customer service operations for Personal Lines and Life & Retirement, while managing centralized capabilities that enhance both Customer Care and Claims operations. This role combines operational excellence with enterprise transformation, ensuring stellar service performance in the present while crafting a modern, insight-driven contact center for the future.
The VP will oversee contact center operations along with shared services including Quality Assurance, Workforce Management, Contact Center Technology, Analytics & Insights, Vendor Management, and Operational Modernization. This leader will collaborate across departments to deliver outstanding customer experiences while enhancing efficiency, scalability, and operational discipline.
Key Responsibilities
Customer Care Operations (Policy Servicing)
- Direct end-to-end servicing contact center operations across voice and digital channels.
- Enhance performance across key service metrics including service level, abandon rate, average handle time (AHT), first contact resolution (FCR), quality assurance (QA), customer satisfaction (CSAT), net promoter score (NPS), complaint management, and regulatory compliance.
- Cultivate a robust coaching culture and develop frontline leadership capabilities.
- Implement demand management initiatives to minimize avoidable contacts.
- Collaborate cross-functionally with Underwriting, Billing, Claims, Distribution, and Product teams to resolve systemic service issues.
Contact Center Shared Services (Customer Care & Claims)
Quality Assurance & Performance Management
- Lead the enterprise QA framework, including calibration standards and coaching effectiveness.
- Integrate speech and text analytics to provide actionable insights.
- Ensure governance, compliance, and transparency in performance metrics.
Workforce Management (WFM)
- Supervise forecasting, capacity planning, scheduling, and intraday operations management.
- Manage shrinkage controls and scenario planning.
- Establish a unified workforce management model to optimize productivity.
