zensurance - Senior Manager, Customer Operations (Remote First)
Requirements
• We have plenty of industry experts on the team to support you. What we need is your ability to scale high-trust, high-performing teams and drive a relentless focus on the customer experience. • Reporting to the Sales Director, you’ll partner with Sales Operations to define the strategic vision and day-to-day execution of the Accounts Management department. • You’ll oversee our Commercial Insurance Accounts Team, building the high-velocity processes and workflows necessary to ensure a seamless customer journey. • As a leader of leaders, you’ll navigate performance conversations with empathy while translating company objectives into measurable outcomes. We’e looking for an operational expert with deep experience in high-volume Customer Support environments. • Leading Leaders: 8+ years in leadership roles, with demonstrated experience as a "leader of leaders" focused on mentoring management-level staff. • High-Volume Operations: 5+ years of experience in operational support, call center management, or service delivery. You have a track record of improving team-wide service metrics and understand the "rhythm" of a high-velocity environment. • Strategic Workflow: Strong understanding of frontline workflows, customer satisfaction drivers, and "one-touch" solutions. • Technical Proficiency: Deep experience in Zendesk and Salesforce, as well as modern Call Center Phone Systems. • Workforce Management: Strong understanding of Call, Chat, and Email KPIs, scheduling processes, and real-time operations. • Customer Journey Mapping: Experience mapping complex journeys and simplifying processes to improve efficiency. • Strategic Growth: The ability to drive process improvements that deliver growth in line with business goals. • ## Insurance & Licensing: • We value your operational expertise above all else. While we deal in insurance, we’re prepared to help the right leader bridge the industry gap: • Insurance Expertise: 4+ years of experience in commercial insurance is a "nice to have," but not a dealbreaker. • Licensing: You’ll be required to obtain a valid RIBO license after hiring (we’ll support you through this process). • Industry Designations: CIP, CRM, or CAIB designations are preferred, but can be pursued once you’re settled in the role.
Responsibilities
• Leadership Development: Coach and mentor your Team Leads to ensure they’re effectively supporting and growing their own teams. • Cross-Functional Leadership: Partner with SalesOps to build long-term strategy and deliver on daily operational goals. • Service Excellence: Use your strong customer support background to set a high bar for service standards. You’ll monitor call and email volume and performance at both the agent and team levels. • Operational Excellence: Own process improvements across Zendesk and Salesforce to enhance both the employee and customer experience. • Organizational Presence: Lead high-visibility forums, including Monthly Business Reviews with C-Suite stakeholders and Town Halls for groups of 50+, ensuring alignment across the department. • Performance Management: Work proactively with HR to manage performance, teaching your leads how to navigate these processes with deep care for the individual. • Headcount Planning: Partner with SalesOps to review forecasts and hiring needs, staying ahead of capacity to ensure we meet high-volume demands. • High-Velocity Environment: Leverage your experience in high-speed, high-ticket, or high-volume service environments to make quick, impactful decisions.
Benefits
• At Zensurance, we hire for talent and potential. • The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees may also be eligible for performance-based case incentive awards. • At Zensurance, we know that when our people thrive, so does our business. That’s why we offer a flexible, people-first work environment designed to support your well-being, growth, and success. • If you're looking for a team that values learning, collaboration, and impactful work, we’d love to meet you! • 💻 Work Your Way • Remote-first setup for added flexibility • Home office allowance to create a comfortable workspace • Top-tier tech: "Office in a box" with all necessary tech equipment • Half days before public holidays: Enjoy half days before long weekends • ❤️ Your Health, Your Way • Flexible health and dental plans for families, including mental health support • Health & personal spending accounts to invest in wellness your way • Parental leave top-up, because family comes first • 🚀 Investing in Your Growth • Education assistance reimbursement for courses, conferences, books, and memberships • Opportunities to learn from industry experts and grow your career • 🤝 Staying Connected • Weekly Friday huddles to share updates and connect across teams • Virtual & in-person team-building events to strengthen our culture • We’re building something special. Come be a part of it!
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