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Austin, Texas

COE Site Leader


Providing phenomenal service is a core feature of our product, and value of our company. We invest and believe in providing the highest quality service possible in the smartest, most efficient manner. We're looking for an exceptional Site Leader to develop a new Next Insurance support center in Texas. This center will eventually house a team of several hundred Insurance Advisors, claims resolution teams, and several managers. The right business leader for this role is prepared to make tough, data-backed decisions in a high-stakes, high-speed, and highly visible environment. They will grow to care deeply about Next Insurance, be passionate about finding solutions, and love getting in the weeds on any and all issues. As our Site Leader, you will be responsible for the overall development and management of a world-class support facility. You will maintain high quality, consistent service, and ensure the profitability of the operation. Furthermore, we will depend on you to extract actionable insights from customer support data and deliver them to relevant stakeholders to drive product and operational improvements. Additional responsibilities will include determining operational strategies, conducting needs assessments, conducting ongoing performance reviews, capacity planning, and cost/benefit analyses. You will identify and evaluate state-of-the-art technologies, building systems and processes to deliver with hyper-efficiency. You will ensure that we deliver high-quality, emotionally intelligent support. You will buildi and motivate a team of leaders and managers, who will be able to empathize with the problems that our customers face every day, and implementing solutions that strengthen trust of the brand in our communities. You are highly principled — driven by making an impact and doing the right thing.

Responsibilities

What You'll Do / What You'll Need / Bonus Points / About the Team:

An entrepreneur. You act like an owner and make decisions as such

A strategic and natural leader. You take charge when necessary, but can identify when to take a step back and let your team lead the way

Passionate about Next Insurance.

Customer focused. Growing and developing the service culture within our community is your mission.

Analytical. You use data to get things done

Creative. You are a proven critical thinker

A role model. You lead by example

Desired Skills and Experience:

8+ years of operational leadership experience. This must include experience in managing large teams with overall site ownership (site leader)

Strong experience in managing complexity, migrating work into site and changeability

Degree from a top school required

Strong planning and organizational skills; attention to detail

Outstanding interpersonal skills

Exceptional verbal/written communication skills

Ability to handle multiple priorities and meet deadlines in stressful situations

Bonus: Experience in quality standards, processes like six sigma and re-engineering

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