The Vice President of Customer Solutions & Direct Sales will report to the President & CEO of our direct-to-consumer business and have oversight of the Customer Service, Underwriting and Direct Sales teams:

Customer Service

The VP will be responsible for developing and implementing strategy, with particular emphasis on exceeding service excellence, engaging employees, optimizing our operations and enhancing the customer experience.

Direct Sales

The VP will be responsible for the overall productivity and effectiveness of the Plymouth Rock Sales Center, which includes both an inbound and outbound sales operation.

Underwriting

The VP will be responsible for developing and executing the underwriting strategy for the direct-to-consumer business, ensuring sound underwriting processes are being followed to maximize company profitability and success.

Essential Functions and Responsibilities

• Leads the operations and processes associated with service activities and policy services.
• Creates and leads a culture of service excellence. Fosters an enthusiastic environment that is team-oriented, customer focused, and quality driven.
• Drives operational improvements that will minimize expenses while delivering on service level objectives.
• Acts as “voice of the customer” in designing and implementing initiatives to promote ease of use, profitability, and retention, and improve efficiency, including plans for increased customer self-service.
• Oversight and management of our Sales Center leadership, Workforce Management, Operations Management, Training, and CRM System Administrators.
• Coordinates sales and expense forecasting and optimization, planning, and budgeting processes used within the Sales Center. Works closely with marketing personnel to ensure appropriate marketing output (both in terms of quantity and scheduling) as related to staffing levels.
• Identifies strategies to lessen the telesales cost load as part of our total direct acquisition economics.
• Implement forward-thinking processes aimed at developing and improving sales results and customer retention/satisfaction based on extensive analytics and comprehensive understanding of the operation.
• Interprets insured analytics and works collaboratively across the organization, executing and creating processes to identify and address rate evasion. Identify potential areas of risk and working internally with Claims, Product, etc. to resolve findings.
• Oversees all hiring, promotions, compensation, and termination decisions for staff.
• Provides strong leadership and acts as coach and role model to develop team members’ management skills. Identifies training needs and assesses quality and performance standards for the staff.
• Responsible for defining and communicating annual department goals and performance expectations, including projected metrics and benchmarks

Qualifications and Education

• Bachelor’s Degree; plus, a minimum of 10 years of senior level experience in the insurance industry; ideally in personal lines.
• A minimum of 10 years call center leadership experience
• Extensive experience with contact center systems including Avaya CMS, Avaya WFM/Recording
• Strong leadership skills. Must have the ability to motivate others and a positive "can do" attitude.
• Ability to effectively evaluate complex information and make appropriate decisions.
• Possess highly analytical skills, problem-solving skills and decision-making ability. Incumbent must have the ability to grasp direct acquisition economic principles, the primary economic drivers of the insurance business and incorporate them into decision optimization.
• Understanding of the key metrics which drive the sales center operation and which operational levers to exercise to drive specified goal-oriented outcomes.

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.