Policy Change Manager - Contact Center Operations

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Policy Change Manager – Customer Center, is a leadership role that contributes to establishing and supporting Customer Center Operations’ vision and goals that align to Protective’s corporate strategic priorities. The manager has responsibility for supporting teams and initiatives focused on delivery of customer experience to support organizational growth and scale objectives.

The Manager position reports directly to a Senior Director within the Customer Center.  This role will lead a team of CX Operations Specialists responsible for providing support for customers, distributors & internal partners across the organization.  The Manager creates the environment and structure that motivates the team to make intentional decisions that consider long-term impact and contribute to achieving department goals.  Additionally, the manager is expected to support the growth and success of the team members, frontline employees and leaders, regardless of reporting structure.

• Builds an inclusive, engaging team environment through effective communication that encourages diversity of thought and open communication. Embraces and articulates a bold vision with conviction and remains open to consider new information. Inspires team to operate with a customer-focused mindset. Thinks independently, exercises courage to challenge appropriately, and fully commits to final decision.
• Evaluates team goals for relevance and accuracy. Creates or adopts mechanisms to identify opportunities to improve the customer experience and eliminate process waste. Conducts effective root cause analysis of gaps. Creates and executes action plans that result in achieving established goals related to quality, culture, and cost. Thinks holistically about business impact when making decisions. Promotes team understanding of trade-offs, downstream impact, and prioritization within decision-making.
• Leverages reporting to understand individual team member performance related to production and quality metrics. Exhibits genuine curiosity to identify the intent and motivation behind actions. Recognizes, rewards, coaches, and manages performance of team members appropriately. Demonstrates capacity to navigate difficult conversations.
• Effectively coordinates with other departments and promotes community learning. Assume complete ownership of the customer and employee experience until a more appropriate resource is available to lead. Addresses problems when they are identified and exhibits comfort with flexibility.  Focuses on solutions rather than where to place blame. Intent to support the success of others.

• 4 years of insurance operations experience OR Bachelor’s degree in Finance or Insurance
• 2 years Operations Management experience preferred
• 2 years in a supervisory or manager role

• Ability to create and support a positive, inclusive, and customer-focused team environment
• Ability to effectively lead, mentor, and develop a high-performing team
• Ability to communicate effectively both verbally and in writing
• Ability to build and maintain relationships with varying temperaments and personalities at all levels
• Must be able to set challenging but realistic performance expectations and take responsibility for the actions and results of the department.
• Must possess strong quantitative and qualitative analytical skills
• Must be proactive in leveraging data to develop action plans
• Ability to use independent judgment and/or resourcefulness to make effective decisions
• Must be solution-oriented, optimistic, and believe any outcome to be possible
• Seeks understanding, challenges appropriately, and ultimately commits to supporting the final decision
• Ability to navigate ambiguity in a fast-paced environment  

This position will operate on a hybrid schedule and will have in-person requirements in our Birmingham, AL office.

Employee Benefits:  

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.  

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.