Director of Customer Engagement

About Brightway

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

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Scope

Brightway Insurance is seeking an experienced, strategic Director of Engagement Center Operations to lead a new site dedicated to delivering exceptional service to our agency owners and their customers and serving as an innovation hub for future customer service. This role will be responsible for building and managing pods of service advisors who will provide top-tier support, ensuring that every interaction aligns with our core values of performance, quality, and customer experience. As the Director, you will foster a culture of continuous improvement and performance management, guiding a team to consistently exceed expectations and deliver world-class service while helping grow the business. Additionally, this role will be a key contributor to a continuous improvement technology platform used to support customers and advisors interacting to address complex service needs.

Job Responsibilities

Leads a series of insurance service teams responsible for localized support of agencies in defined geographical pods

Ensures that employees at the site understand the company’s goals and how their work is aligned to delivering on those goals every day

Responsible for answering customer and Agency owner questions, addressing concerns and helping customers through the management of their policy

Ensures that the site is well informed; that they have the information they need to do their jobs

Effectively deploys change management ensuring smooth platform, training, and process transitions for the entire team

Writes job objectives, performance reviews, salary recommendations for employees within the Engagement Center site

Creates aspirational and clearly measurable goals for their teams aligned to production, quality, and experience

Manages and evaluates employee job performance and opportunities to improve

Has a strong understanding of Customer Service concepts, practices and procedures

Proactively identifies technology, process, or training improvements that would ensure higher customer satisfaction rates, facilitate higher retention rates, and that will result in efficiency in workflow/output and enhanced work environment

Responsible for leading a Quality Assurance practice combining AI-powered assessments and human coaching

Engages regularly with the Agency owners within the geography their teams serve. Solicits feedback, builds relationships, and practices a servant-leader mentality

Participates in the development and maintenance of process and training documentation for the Engagement Center

Using industry knowledge, evaluates complex issues encountered by team members to help resolve issues correctly, efficiently and thoroughly

Skills, Licenses, Certifications

2-20 or P & C Licensed and/or willing to obtain

Education and Experience

Bachelor’s degree or equivalent preferred

8-10 years’ experience in Customer Service or a related field

4 or more years' experience in people management

4 or more years' experience in personal or commercial P & C insurance industry

2 or more years managing BPO functions and companies

Exceptional customer service mindset

Excellent verbal and written communication skills

Ability to learn new Brightway systems and procedures quickly

Independent judgment and decision making; creative problem solving

Ability to gather and analyze complex facts and data, weigh alternatives and present logical solutions

A proven leader with the ability to mentor/train and inspire others throughout the company

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Equal Employment Opportunity:
Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.