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Plymouth Rock Assurance · 13 hours ago

Director of Customer Service

Boston, MA

Full-time

Onsite

Senior Level, Lead/Staff

$131K/yr - $190K/yr

10+ years exp

Plymouth Rock Assurance is a leading provider of personal and commercial insurance in the Northeast and mid-Atlantic. The Director of Customer Service co-leads the strategic direction and daily operations of the customer service organization, ensuring exceptional customer experiences and operational excellence.

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Responsibilities

Accountable for delivery business outcomes and maintaining culture

Develop and execute customer service strategies aligned with business objectives

Oversee workforce management: staffing models, capacity planning, scheduling, and scenario modeling for multi-site, omni-channel environments

Lead, mentor, and develop managers and representatives, fostering a culture of collaboration and continuous improvement

Establish and monitor service level agreements, KPIs, and quality assurance programs

Analyze operational outcomes and drive change for improved service delivery

Collaborate with cross-functional leaders to ensure integrated processes and a unified customer experience

Capture and analyze customer feedback, translating insights into actionable improvements

Manage departmental budgets and resources efficiently

Lead rapid response to service disruptions

Qualification

Workforce ManagementCustomer Experience (CX)Analytical SkillsChange ManagementTechnology ProficiencyExecutive Communication

Required

Advanced expertise in workforce planning, scheduling, and optimization for large, multi-channel contact centers

Deep understanding of customer lifecycle, journey mapping, and Voice of the Customer (VoC) programs

Strong ability to analyze data, report on outcomes, and drive operational improvements

Excellent written and verbal communication, including executive storytelling and stakeholder engagement

Expertise in leading organizational change and process optimization

Familiarity with customer service platforms, workforce management systems, and analytics tools

Bachelor's degree in business administration or related field (MBA or advanced degree preferred)

Minimum of 10 years' experience in customer service, with at least 5 years in a senior leadership role and substantial workforce management responsibility

Experience in Automated Quality Analytics, Voice Analytics, Integrated Voice Assistant, Telephony Optimization, Workforce Management and Next Best Action necessary

Preferred

MBA or advanced degree preferred

Benefits

Paid time off

Free onsite gym at our Boston location

Tuition reimbursement

Low cost and excellent health insurance coverage options that start on Day 1 (medical, dental, vision)

Robust health and wellness programs

Auto and home insurance discounts

Matching donation opportunities

Annual 401(k) employer contribution

Various Paid Family leave options including Paid Parental Leave

Resources to promote professional development

Convenient locations and pre-tax commuter benefits

Company

Plymouth Rock Assurance

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Founded in 2001

Boston, Massachusetts, USA

1001-5000 employees