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Director, Customer Solutions Center

Boston, MABoston Customer Solutions CenterPermanent (Full-Time or Part-Time)Boston Customer Solutions Center

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

The Director of Customer Solutions Center is responsible for the strategic planning and execution of all CSC operations. Core duties include creation and management of processes for the continuous improvement of the customer experience; driving operational effectiveness across the entire CSC with an emphasis on Sales, Customer Service and Core Operations (Quality, Training, Reporting, etc.) while enhancing an existing infrastructure and scaling for rapid growth; and balancing the growth of the CSC while maintaining a human-centric environment.

As a Director of Customer Solutions Center, you will:

  • Lead the entire operation of the CSC inclusive of managing sales, service, and quality functions
  • Participate in company strategic pillars on conversion rates and retention efforts
  • Master equation of value versus effort to effectively prioritize initiatives in alignment to future CSC vision
  • Develop a close partnership with product organization to best prioritize technical solutions or development of manual processes
  • Effectively use data to drive solutions
  • Partner with US executive team to successfully drive business outcomes 
  • Create a compelling and customized talent strategy that challenges a conventional structure 
  • Partner with Insurance Product and Legal to ensure the right products are sold in the right way
  • Coach, develop, and inspire CSC leadership team

What we are looking for:

  • Experienced leader in rapid growth and scaling of a contact center in a highly regulated industry
  • Amazing ability to prioritize and figure out the most impactful effort
  • Ability to bring new solutions to old problems and pressure test convention as the world evolves around us
  • Expert in running an operation that has a very direct impact on revenue
  • Motivated by driving a successful sales environment
  • Energized by balancing data and instinct to make the best decisions possible
  • Insurance industry experience is a plus 
  • Must demonstrate the following leadership capabilities: collaborate effectively; coach for growth; be humble; be courageous; drive purpose
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on commuting costs
• 25 days of vacation time plus 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

A brief update on Covid-19 (coronavirus)

Simply Business is well prepared to deal with unprecedented events. We’re an agile business by nature – and our hiring and interview process is no exception. Due to the Covid-19 pandemic, some parts of our hiring process may take a little longer than usual.  Please bear with us, and rest assured that we're happy to hear from you and receive your application.

If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us if you’re not well, you’re self-isolating, or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one below.
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© Copyright 2020 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.