About this opportunity
Brightway Insurance lists this Director of Customer Engagement opportunity in charlotte, North Carolina. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Scope
Brightway Insurance is seeking an experienced, strategic Director of Engagement Center Operations to lead a new site dedicated to delivering exceptional service to our agency owners and their customers and serving as an innovation hub for future customer service initiatives. The role will build and manage pods of service advisors who will provide top‑tier support, ensuring that every interaction aligns with our core values of performance, quality, and customer experience. As Director, you will foster a culture of continuous improvement and performance management, guiding a team to consistently exceed expectations and deliver world‑class service while helping grow the business. Additionally, the role will be a key contributor to a continuous‑improvement technology platform used to support customers and advisors interacting to address complex service needs.
Job Responsibilities
Leads a series of insurance service teams responsible for localized support of agencies in defined geographical pods
Ensures that employees at the site understand the company’s goals and how their work is aligned to delivering on those goals every day
Answers customer and agency owner questions, addresses concerns, and helps customers manage their policies
Ensures that the site is well informed and that employees have the information they need to do their jobs
Effectively deploys change management to ensure smooth platform, training, and process transitions for the entire team
Writes job objectives, performance reviews, and salary recommendations for employees within the Engagement Center
Creates aspirational and clearly measurable goals for teams aligned to production, quality, and experience
Manages and evaluates employee job performance and opportunities to improve
Has a strong understanding of customer service concepts, practices, and procedures
Proactively identifies technology, process, or training improvements that would increase customer satisfaction, facilitate higher retention, and improve workflow efficiency and work environment
Leads a quality assurance practice combining AI‑powered assessments and human coaching
Engages regularly with agency owners within the geographic areas served by the teams, soliciting feedback, building relationships, and practicing a servant‑leader mentality
Participates in the development and maintenance of process and training documentation for the Engagement Center
Uses industry knowledge to evaluate complex issues encountered by team members and help resolve them correctly, efficiently, and thoroughly
Skills, Licenses, Certifications
2–20 years of P & C licensed experience or willingness to obtain license
Education and Experience
Bachelor’s degree or equivalent preferred
8–10 years of experience in customer service or related field
4 or more years of people‑management experience
4 or more years of experience in the personal or commercial P & C insurance industry
2 or more years managing BPO functions and companies
Exceptional customer service mindset
Excellent verbal and written communication skills
Ability to learn new Brightway systems and procedures quickly
Independent judgment and decision making; creative problem solving
Ability to gather and analyze complex facts and data, weigh alternatives, and present logical solutions
Proven leader with ability to mentor, train, and inspire others throughout the company
Equal Employment Opportunity
Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal‑opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law. We believe a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.
#J-18808-Ljbffr
Worksite address
charlotte, NC, 28245, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.