Director of Customer Operations

Company Description Equity Insurance Group is a forward-looking insurance provider focused on delivering innovative, technology-driven insurance solutions. The company leverages modern digital tools and data insights to simplify coverage, streamline claims, and improve overall service. Equity Insurance Group is committed to enhancing customer experience through efficient processes and intuitive platforms. Team members join a culture that values innovation, accountability, and continuous improvement to better serve policyholders.
Role Description The Director of Customer Operations is a full-time, remote role responsible for overseeing end-to-end customer operations to ensure consistent, high-quality service and satisfaction. This role leads customer service and operations teams, defines performance metrics, and implements processes that improve customer experience across all touchpoints. Daily activities include analyzing operational data, identifying process improvements, and coordinating with technology, product, and underwriting teams to resolve issues and optimize workflows. The Director will set service standards, manage escalations, develop training and quality assurance programs, and ensure alignment with regulatory requirements and company policies. This position also contributes to strategic planning, budget management, and change initiatives that support scalable, efficient operations.
Qualifications
Strong Operations Management skills, including leadership of cross-functional teams and end-to-end process optimization.
Demonstrated ability to drive Customer Service excellence and manage escalations to ensure timely, effective resolutions.
Experience in enhancing Customer Experience and Customer Satisfaction through data-driven initiatives and service design.
Advanced Analytical Skills for interpreting operational metrics, identifying trends, and making informed decisions.
Proven experience in insurance, financial services, or a related regulated industry is highly beneficial.
Exceptional communication, stakeholder management, and change management capabilities.
Track record of working successfully in remote or distributed teams, with strong self-management and collaboration skills.
Bachelor’s degree in Business, Operations Management, or a related field; advanced degree or relevant certifications are a plus.

Work arrangement
Yes