Director of Customer Service

About the RoleWe are looking for a highly skilled and experienced operational leader to play a critical role in the refinement, design and integration of Customer Service strategies and programs. Reporting to the Senior Vice President of Sales and Service, this person will direct and oversee the customer service operation at Matic.ResponsibilitiesCreate and communicate an overall vision for service and retention within the Agency, setting goals and recommending improvement plans based on trendsEvaluate, refine and develop processes and procedures to drive maximum performance of the Customer Service and Retention teamsManage medium to large projects and initiatives that drive efficiency and effectivenessWork directly with our Agency Operations, Workforce Management, and Sales teams to effectively implement cross-functional programsDevelop service level standards focused on issue resolution and response timesImplement systems that capture and report on service metrics including customer feedbackBe involved with potential E&O customer escalationsProvide feedback to Training, QA and SalesRequirementsBachelor's degree in a business or finance related field is preferredA minimum of five years of related experience required, with prior management experience in insurance sales, service or underwriting with increasing levels of responsibility preferredProperty & Casualty or Personal Lines license is requiredProven track record of leading highly effective teams and driving resultsStrong analytical skills, service and contact center technology acumen, and ability to synthesize large amounts of data to determine and direct meaningful change in the businessAbility to work well under pressure, to prioritize and deliver business resultsExcellent interpersonal skills; strong verbal & written communicator w/an ability to be effective in a business-to-business setting and to all levels of executive leadershipMust be able to travel up to 15% of the timeHow Matic Stands OutCareer advancement - we have a culture that focuses on internal promotion and career growth.You have an ownership stake - all Maticians receive Matic stock optionsUnlimited Paid Time OffCompany covered Health, Dental & Vision insurance for each Matician ($0 out of your paycheck for benefits), plus HSA with employer contribution401(k) Retirement PlanContinuing education, licensing and professional development paid for by MaticA TRUE team culture - One team, one dream is our company motto and while we are working hard to simplify the world of insurance, we never forget to play hard as well - we pride ourselves on frequent team events like happy hours, game nights, volleyball/kickball teamsModern office environment (that's CDC compliant!) - we have a trendy HQ in the heart of German Village in downtown Columbus with awesome amenities including ping pong tables, coffee/espresso bar, flavored water barAbout MaticMatic is a startup with ample opportunities for growth. Since 2014, Matic has changed the landscape of the insurtech industry by integrating insurance within the home and auto ownership experience. Today, Matic's digital insurance marketplace has over 50 A-rated home and auto carriers, as well as distribution partners in industries ranging from mortgage origination and servicing to banking, auto financing, and much more.We hire rock stars who are passionate about owning their work and are obsessed with finding a better way. Working at Matic means working collaboratively towards one common goal; we are one team with one dream. We have a fast-paced culture that is driven by quality, transparency, and of course fun.Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.