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Current vacancies

Sales and Service Operations Manager

Boston, MABoston Customer Solutions CenterPermanent (Full-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.

As Sales and Service Operations Manager, you will be responsible for the operations strategy that drives our sales & service  organization and for ensuring we have the right culture to deliver the best customer experience while providing the support, guidance, training and career paths to recruit, retain and motivate our staff.

As a Sales and Service Operations Manager, you will:

  • Develop and implement sales operational strategies and methodologies for managing performance in an environment of trust and empowerment
  • Lead, coach, and develop a team of operational supervisors in order to drive effectiveness and engagement while ensuring performance and quality 
  • Establish and maintain service metrics and agreements 
  • Ensure all service interactions are completed within quality and compliance guidelines
  • Partner with Finance, People and CSC Leadership team(s) to: develop sales incentive programs and compensation planning in order to increase sales productivity; contribute to the recruitment and resourcing strategy to ensure the right people, with the right skill are available at the right time to ensure an efficient operation; proactively identifying skill needs and development plans to ensure team has the right skills at the right time to drive business outcomes; develop and execute workforce planning strategy to ensure we have the capacity to meet business demand Identify and prioritize opportunities for operational improvements, process efficiency 
  • Prepares sales and service performance reports by collecting, analyzing, and summarizing data and trends
  • Partner with CSC Operations (Change, Quality, Sales Support, etc.) in order to proactively build solutions to enable effectiveness of sales and service functions 
  • Lead and influence organizational change initiatives in order to enable the CSC and Simply Business to scale and deliver on business outcomes 
  • Lead cross-functional projects across the business in order to deliver on short-term and long-term business outcomes 
  • Develop and implement operational strategies and methodologies for managing performance in an environment of trust and empowerment
  • Contribute to the recruitment and resourcing strategy to ensure the right people, with the right skill are available at the right time to ensure an efficient operation
  • Monitor external landscape in order to seek creative solutions in order to provide thought leadership on the overall CSC strategy in order to achieve business outcomes

What we are looking for:

  • At least 5+ years contact center leadership experience or equivalent experience, preferably in a sales and/or service environment
  • Experience working in a highly regulated environment
  • Excellent understanding of sales methodologies and tactics 
  • Excellent understanding of policy servicing operations within a highly regulatory environment
  • Experience of developing a customer-focused culture that delivers for customers, employees and the business
  • Experience building strong cross-functional relationships to deliver meaningful business outcomes 
  • Demonstrated ability to make thoughtful yet quick decisions 
  • The ability to challenge us! We want people who can come in and shape the future of this business and not be afraid to raise questions and help us improve
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 above.
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© Copyright 2021 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.