Director of Customer Solutions
Plymouth Rock Assurance

The Customer Solutions Director of Sales Support Operations will work closely with the leadership team in developing and implementing strategy, with particular emphasis on exceeding service excellence, engaging employees, optimizing our operations and enhancing the Customer and Agency Experience.

The Director will develop recommendations on business practices, technologies and strategic priorities, and subsequently oversee the implementation of relevant process changes to ensure the achievement of departmental and company goals/objectives. They will work closely with cross company service organizations to identify and implement best practices.

Essential Functions and Responsibilities

• Creates and leads a culture of service excellence. Fosters an enthusiastic environment that is team-oriented, customer focused, and quality driven.
• Drive operation improvements that will minimize expenses while delivering on service level objectives.
• Maintains business ownership of the Agency Service Center and Book Transfer Operations.
• Acts as "voice of the agent and customer" in designing and implementing initiatives to promote low customer effort and value add services.
• Increase profitability and retention, and improve efficiency, including plans for increased Service Center growth and expanded Book Transfer programs.
• Develops and sustains effective and mutually beneficial relationships between agents, business development reps and customers.
• Develops and maintain metrics measuring customer and agency satisfaction and efficiency trends. The Director should be able to develop new insights from the metrics driving further process improvements.
• Provides strong leadership and acts as coach and role model to develop team members'.
• Responsible for defining and communicating annual department goals and performance expectations, including projected metrics and benchmarks.
• Facilitates communication between Marketing, Product and other service organizations and acts as liaison between the Field Marketing, Product Managers and Home division.
• Communicates and works collaboratively on identifying and implementing cross and upsell opportunities to improve agency production.
• Develop the Service Center into a Profit Center.

Qualifications and Education

• Bachelor's Degree; plus a minimum of 5 years director or supervisor level experience in the industry; ideally in personal lines.
• 5 or more years directly related to call center and/or sales leadership
• Superior strategic, analytical, and interpersonal skills.
• Strong leadership skills. Must have the ability to motivate others.
• Strong customer service and problem solving skills.
• Ability to effectively evaluate complex information and make appropriate decisions.

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $1.6 billion in personal and commercial auto and homeowner's insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A-/Excellent".

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