Manager, Customer Service III - Licensed

JOB DESCRIPTION

Our Opportunity :

Chewy is looking for a highly motivated, goal-oriented and engaged Senior Operations Manager, Licensed Insurance to join our Healthcare Customer Service Operations team! This position will report to the Associate Director, Customer Service Healthcare.

The right person will be a natural people leader, responsible for building engaging licensed insurance teams and improving operational efficiency while ensuring state and national insurance regulations are met.

This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel.

A customer-first approach is critical for this role.

What You’ll Do :

• Coach, develop, and performance lead Licensed Healthcare Team Managers to deliver an exceptional customer experience and consistent KPI results.
• Drive team to meet enrollment and conversion targets for insurance products
• Promote an engaging agent experience through other licensed insurance leaders.
• Conduct team meetings and huddles to communicate critical business and insurance updates to drive team member understanding, engagement, and timely execution of initiatives.
• Participate and lead the talent review process for all leaders on the licensed insurance team.
• Develop bench strength for the licensed insurance team through effective coaching, feedback, and development plans for your leaders.
• Maintain and complete new licensed insurance leadership onboarding initiatives to enhance the career path experience.
• Coordinate, develop, and support licensed insurance new hire agent training and nesting.
• Coordinate scheduling and supervise completion of state property and casualty insurance exams, fingerprinting, background checks and insurance licensing applications (resident and non-resident) for new team members.
• Ensure all licensed agents and leaders are up to date on insurance licensing and continuing education requirements.
• Work hand in hand with the insurance compliance team to ensure team operates within state / national insurance guidelines.
• Align with insurance compliance team on Market Conduct reviews and DOI complaints to research for resolution and fact checking.
• Work with insurance carrier partners to form relationships and ensure proper procedures are established and followed.
• Develop and drive understanding of selling techniques using the consultative sales approach to meet department performance goals.
• Develop SOPs, processes, and customer journey mapping for licensed insurance.
• Partner with Business Intelligence to develop insurance reporting / dashboards, identify and solution defects in active insurance reporting.
• Lead change management for licensed insurance team.
• Operate with a willingness to learn, share, and receive feedback.
• Operate with understanding, active listening, patience, compassion, and kindness to customers and fellow team members.
• Utilize data to guide licensed insurance leaders in identifying behaviors leading to performance gaps. Develop action plans to address behaviors and improve metrics.
• Operate with a sense of curiosity to identify and solution process improvements that would improve the insurance customer experience, employee experience or operational efficiencies.
• Ensure compliance with all company policies.
• Establish peer-to-peer relationships with ADs to earn trust and build partnerships.
• Build effective partnerships, communicate, and collaborate regularly with cross-functional business partners at the AD and Director level including Merchandising, Compliance, Legal, Product, Business Intelligence, HR, Engagement, PMO, Workforce Management, L&D.
• Act as the STO (Single Threaded Owner) for licensed insurance driving employee engagement or operational excellence. Be responsible for the initiative, delegate tasks as needed, meet established timelines, and regularly present status updates to Director level during operational review settings.
• Lead cross functional partnership with the Quality Assurance team for the resolution of customer issues and on Root Cause Analysis for the pet insurance customer journey.
• Lead cross functional partnership with Recruiting to build hiring profile, actively recruit, and select impactful candidates for licensed insurance agent and leadership roles.
• Lead cross functional partnership and relationships with critical business stakeholders
• Partner with Senior Leadership on the creation and execution of the Quarterly strategic vision for the insurance licensing department.
• Perform other duties as assigned and needed.

What You’ll Need :

• 5+ years of multi-channel contact center management experience (Customer Service strongly preferred) or equivalent comparable experience
• Experience in a conversions / sales environment
• Possibility of insurance licensing per state regulations, which requires passing a property and casualty insurance exam and holding an active license.
• Willingness and ability to stay within insurance regulations, including :
• Complete fingerprinting per insurance regulations;
• Pass additional background check for insurance regulations;
• Reside in a location compliant with your licensing.
• Understanding of pet insurance and how it works with a willingness to adapt to policy / process updates quickly.
• Must be comfortable adapting to rapidly shifting goals, and willing to roll up your sleeves’ to solve a variety of challenges
• Confirmed coaching skills that can impact both front-line agents and leadership
• BS / BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
• Strong computer and internet proficiency in a technology-driven environment
• Proficiency in MS Office suite (Excel is a must)
• Outstanding oral and written communication skills, and comfortability and ease in communicating information to a group
• Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays
• Position may require travel

We offer different types of insurance, such as medical / Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident.

We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval.

Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO).

Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.