Manager, Customer Service and Sales

Provides day-to-day work direction and leadership for direct reports in order to drive customer-focused service solutions for customers (insureds, agents, advisors, clients, or affinity partners). You will develop and motivate team, drives implementation of process improvements within team, and ensures the maintenance of a high level of service for customers. May assist in other business-driven projects. You will report to the Senior Manager, Insurance Operations.

Position Compensation Range:

$68,000.00 - $113,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Creates a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Works with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.
• Leads with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices.
• Leads, coaches, and develop direct reports by providing work direction and support to team on processes and procedures related to transaction processing and/or established consumer experience standards and techniques.
• You will provide feedback through effective performance management practices, ensure employees are developing their skills, promoting both team and individual success.
• You will partner to drive staffing selection in terms of interviewing, evaluating, and selecting qualified candidates to fill open positions.
• You will assist and coach direct reports in resolving complex or high priority issues, takes responsibility to resolve issues directly as needed. Manages team workload and provide guidance in prioritizing work to meet or exceed all assigned business objectives and goals.
• Participates in and provides subject matter expertise on cross-functional projects and/or process improvement teams as appropriate. Attends trainings, etc. to further develop self. Completes other tasks as assigned.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated organizational and communication skills, including the ability to explain complex issues in a clear, understandable manner.
• Demonstrated ability to make complex decisions while balancing all stakeholders.
• Demonstrated experience with coaching, development of others, and process improvement.
• Demonstrated effective experience leading people or projects.

Licenses

• Resident state licensing exam(s) for property and casualty producer licenses within 12 months of hire.
• Property and casualty producer licenses for all operating and/or service states must be obtained within 12 months of hire.
• Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements.

Additional Preferred Qualifications: The ideal candidate would have experience in:

• Direct People Management experience: Minimum of 2 years of direct people management experience in the insurance industry or call center/contact center environment

• Leadership and Team Management: Effectively leading, motivating, and managing cross-functional teams.
• Performance Management: Providing constructive feedback to help team members grow and improve.
• Talent Identification: The hiring and interviewing process.
• Crucial Conversations: Conducting sensitive discussions with team members regarding performance issues, conflicts, or significant changes.
• Strategic Initiatives: Driving strategic initiatives and achieving organizational goals.

In this primarily home-based role, you will spend 80% of your time (4 days per week) working from home in Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034;

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

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We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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