The Hanover Insurance Group · 2 hours ago
AVP, Customer Service Center (HYBRID)
Howell, MI
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expThe Hanover Insurance Group has been committed to delivering on their promises for over 170 years. They are seeking an AVP, Customer Service Center to lead strategy, performance, and people development within their Personal Lines Customer Service Center, enhancing service delivery and driving growth.
Insurance
Responsibilities
Lead strategy development and execution to grow enrollments and enhance service delivery
Promote a flexible, responsive operating model for timely, high-quality service
Innovate processes for rapid response to agent, field, and compliance needs
Use cost-benefit analysis to prioritize programs and allocate resources effectively
Build strong partnerships and champion cross-functional collaboration
Serve as a trusted resource for teams and leadership; lead initiatives supporting business and financial goals
Monitor volume and business plans; make proactive staffing recommendations
Leverage technology and talent strategies to boost efficiency and scalability
Oversee workflows to ensure best-in-class response times and quality
Drive continuous improvement to reduce expense and increase responsiveness
Coordinate shared resources (Analysts, Training, QA, Finance, Technology)
Communicate performance results and key issues to senior leadership
Lead a diverse team of 100+ professionals across multiple roles
Develop future leaders through succession planning and coaching
Make strategic hiring decisions and inspire high performance
Set cascading goals, deliver reviews, and create development plans
Recommend salary adjustments tied to individual performance
Qualification
Required
Bachelor's degree; 10+ years of leadership in insurance or risk operations
Expertise in contact/call center management, underwriting, or process oversight preferred
Skilled in project/program management and process design for scalable growth
Ability to interpret and reconcile complex data; experience with Power BI or similar tools
Proven ability to develop managers into leaders and guide cross-functional teams
Exceptional written, verbal, and presentation skills; adept at negotiating and influencing
Confident in leading change and managing ambiguity with strategic agility
Balances multiple priorities while ensuring consistency and integrity across operations
Benefits
Medical, dental, vision, life, and disability insurance
401K with a company match
Tuition reimbursement
PTO
Company paid holidays
Flexible work arrangements
Cultural Awareness Day in support of IDE
On-site medical/wellness center (Worcester only)
Company
The Hanover Insurance Group
The Hanover Insurance Group, Inc., based in Worcester, Mass., is the holding company for several property and casualty insurance companies.
5001-10000 employees
H1B Sponsorship
The Hanover Insurance Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (6)
2023 (2)
2022 (4)
2021 (6)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$500M2025-08-19Post Ipo Debt· $500M
1995-10-20IPO
Leadership Team
Mark Coderre
Vice President, Deputy CISO
Kate B. Williams
President, E&S
Recent News
2025-11-03
Company data provided by crunchbase