VP Customer Care & Contact Center Shared Services (Insurance)

TL;DR

VP Customer Care & Contact Center Shared Services (Insurance): Leading end-to-end servicing contact center operations and centralized shared services with an accent on operational excellence, CX strategy, and digital transformation. Focus on integrating AI-assisted servicing, modernizing contact center platforms, and governing BPO relationships to improve scalability and customer loyalty.

Location: Remote (US)

Salary: $150,000 - $210,000

Company

A public insurance and financial services provider dedicated to helping educators protect their assets and prepare for the future.

What you will do

• Lead end-to-end contact center operations across voice and digital channels for Personal Lines and Life & Retirement.
• Oversee shared services including Quality Assurance, Workforce Management, and Contact Center Technology governance.
• Develop and govern the enterprise Customer Experience (CX) strategy and Voice of the Customer (VOC) programs.
• Govern BPO relationships, SLAs, and contract performance to ensure consistent service quality.
• Drive the transformation roadmap, focusing on self-service capabilities, workflow automation, and AI-assisted servicing.
• Partner cross-functionally with Underwriting, Billing, and Claims to resolve systemic service issues.

Requirements

• 12+ years of leadership experience in large-scale contact center or customer operations.
• Experience in Personal Lines Property & Casualty insurance or regulated financial services.
• Proven experience managing multi-site and/or outsourced (BPO) contact center operations.
• Experience leading contact center platform modernization or technology migrations.
• Bachelor’s degree or equivalent professional experience.
• Strong analytics orientation with a KPI-driven operating discipline.

Culture & Benefits

• Remote work arrangement.
• Eligibility for performance-based bonuses.
• Mission-driven environment focused on supporting the educator community.
• Equal Opportunity Employer with comprehensive inclusion policies.