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The AVP, Healthy Paws Customer Care Lead will develop and execute the company's customer-centric strategies, including optimization of Healthy Paws outsourced customer service functions.  This role is responsible for visioning and executing comprehensive, multi-channel experience service strategies to ensure seamless integration across customer service touchpoints. This role also oversees ALL third-party vendor operations, including claims across call and email support channels, ensuring an exceptional customer experience while meeting business goals.  This role will drive performance through data, accountability, and continuous improvement initiatives, while also partnering with the Learning & Development team and Quality Assurance team to assist in building a scalable quality assurance program. 

This role will report directly to the AVP of Quality, Training and Process Excellence.

Primary Responsibilities:
 

Strategic Leadership

• Provide leadership and strategic oversight for all outsourced customer care operations, including call and email support. This includes vendor management, forecasting and capacity planning, NPS and CSAT performance and implementation, and quality assurance. 
• Define and execute a comprehensive, multi-channel customer service and experience strategy aligned with business objectives.
• Lead collaboration with internal stakeholders across operations, product, technology, and marketing to align customer service strategies with overall business goals.
• Map and optimize the customer journey across all service touchpoints to reduce friction, improve self-service and enhance customer experience.

Operational Oversight

• Responsible for driving the strategic shift of additional work to vendor partners, with the goal of reducing reliance on internal escalation and streamlining processes for our agent partners.
• Responsible for ensuring vendor accountability to contractual obligations and reducing costs where applicable.
• Responsible for owning and reporting on all key performance metrics related to vendor-managed calls, emails and tasks-providing insight into what is being done, why, and how it aligns with the Healthy Paws goals.
• Develop and maintain strong relationships with third-party vendors to ensure performance targets, SLAs, and KPIs are consistently met or exceeded.
• Develop, manage, and refine customer experience metrics, including NPS, CSAT, First Contact Resolution (FCR), Average Handling Time (AHT), Abandonment Rate, Wait-Queue Time, and Average Speed of Answer (ASA).
• Oversee the development and execution of a comprehensive quality and assurance program that evaluates agent performance, customer satisfaction, compliance, and brand alignment.
• Oversee assistance in forecasting and verifying contract details across outsourced teams to ensure staffing aligns with customer demand and service level targets.  

Transformation and Innovation

• Lead initiatives to enhance the customer journey through process optimization, automation, technology adoption, and quality improvements.
• Drive innovation and transformation strategies in partnership with business and IT teams to ensure seamless integration of digital tools and channels.
• Leverage data and analytics to uncover customer insights, measure success and identify continuous improvement opportunities.

Talent Development

• Lead, mentor, and develop internal teams responsible for vendor management and quality assurance.
• Lead, mentor and develop talent to support customer experience organization. 
   

• 5+ years insurance industry experience focused on customer-facing experiences and operations, preferred.
• Bachelor's degree required.
• Experience in leading cross-functional transformative initiatives, including process development and improvement, with the ability to manage multiple projects simultaneously.
• Proven track record in delivering operational excellence and value to internal and external customers. 
• Proven track record in developing talent including but not limited to developing training plan based on individual and business needs. 
• Ability to lead change by understanding the business vision and strategy and developing and executing tactical objectives.
• Ability to influence key operational and technology decisions through personal integrity, expertise, and business acumen.
• Collaborative leadership style with a focus on outcomes and innovation.