Director Customer Experience Operations Jobs in Wisconsin

At MGIC, we take pride in knowing that what we do matters. As pioneers of private mortgage insurance, we help people achieve homeownership sooner - making affordable low-down-payment mortgages a reality. Our efforts have helped more than 14 million people get the keys to their own homes sooner than otherwise possible. Every position is critical to our company's success - from the analytical to the technical; from the innovative to the operational. The customer-facing roles to behind-the-scenes experts, we're all part of one team. We're an organization with a national footprint that's large enough to never lack for a new challenge, but small enough for an opportunity to make an impact and influence decisions. Come make a difference at MGIC.

Directs a high functioning team that drives digital enablement to shape and evolve our customer experience capabilities through collaboration, innovation and technology evolution. Serves as a strategic leader focused on Customer Experience, Technology and Project Management. The role is responsible for designing, maintaining and modernizing the technological ecosystem that enables customers to engage with MGIC. Leads enterprise efforts that span across key business areas including Pricing, Risk, Underwriting and more.

• Serve as the strategic lead for transformative corporate projects focused on opportunities to modernize and improve how customers engage with the company, including internal and external processes.
• Translate business strategy into scalable, repeatable technology solutions
• Manage relationships with key technology vendors, ensuring and enabling updates, integrations, and enhancements that align with operational goals.
• Audit existing workflows to identify friction points in the customer journey, actively updating old processes into modern, efficient experiences.
• Oversee the configuration and optimization of business and customer enablement technologies.
• Collaborate with leaders across the enterprise to ensure enablement opportunities align with Functional Plans and customer needs.
• Perform other duties as assigned

• Manages a team of direct reports. Leads and develops employees into a highly effective team by setting clear performance objectives and goals, regular and honest feedback, and individual development plans.
• Reviews workload across the team and effectively manages the process by appropriate work distribution. Provides feedback to ensure team members understand the role that they play and provides timely and effective direction.
• Responsible for the selection, performance evaluation, and salary administration of co-workers.
• Manages the operational and fiscal activities of the department including staffing levels, budgets, operational controls and processes, and financial goals.
• Analyzes business processes and issues. Manage departmental policies, procedures, and standards to enhance efficiency and work quality.
• Develops solutions to problems with consideration for department goals.
• Leads team through the process of change both within the department and throughout the organization to achieve results related to MGIC's corporate strategy.

Education

• BA/BS in Business, Finance, Operations or a related field or equivalent combination of education and experience.

Experience

• Strong background managing complex, cross-functional initiatives from strategy through implementation.
• Ability to translate complex technical architectures, digital customer journeys, and data flows into clear business cases and actionable decisions for leaders and stakeholders.
• Strong understanding of front-end customer experiences, back-end systems, and API integration concepts, including how system changes affect customer outcomes.
• Knowledge of mortgage lending, mortgage insurance, and related technologies, underwriting, processing, and secondary market operations.
• Understanding of mortgage insurance products, business practices, customer expectations, and strategic market direction.
• Familiarity with B2B integrations and industry standard data sets and protocols.

FLSA: This position qualifies for the Administrative exemption as the employee is required to exercise discretion and independent judgment in managing projects that have significant impact on interrelated business units and company-wide use of technology tools.

DISCLAIMER (Americans with Disabilities Act) - All job responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Pay Range:

$137,490.00 - $233,740.00

This range aligns with current market data and reflects our commitment to competitive and equitable compensation. Salary offers are based on factors such as experience, skills, education, and training. The range may vary in certain locations to reflect local market conditions. It is not typical to initiate pay at the top of the range to account for internal equity and allow for future and continued salary growth

Enjoy these benefits from day one:• Competitive Salary & pay-for-performance bonus• Financial Benefits (401k with company match, profit sharing, HSA, wellness program)• On-site Fitness Center and classes (corporate office)• Paid-time off and paid company holidays• Business casual dress