Senior Manager, Service Excellence – Roadside

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🕒 Julho 27

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Allstate

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1931

💼 Consultoria

📦 Logística

🛡️ Seguros

💰 Post-IPO Equity em 2014-01

Consulting • Logistics • Insurance

A Allstate é uma líder do setor na oferta de soluções de seguros, com foco em proteção de residências, automóveis, dispositivos e identidade. Com um compromisso com o bem-estar dos clientes, a Allstate visa proporcionar tranquilidade e segurança financeira para seus clientes. A empresa também enfatiza o impacto comunitário e a sustentabilidade por meio de várias iniciativas, demonstrando sua dedicação à responsabilidade social e à mudança positiva.

Descrição

• Lead programs that support Service Excellence and align with Roadside performance goals. • Partner with operations leaders to identify service gaps, improve team performance, and drive customer-focused solutions. • Ensure frontline training programs are clear, relevant, effective, and aligned with business objectives. • Connect training, quality reviews, performance insights, and continuous improvement initiatives into a cohesive strategy. • Review quality results, customer feedback, and operational data to identify trends, reduce errors, and improve service delivery. • Lead calibration and validation activities to ensure consistent service standards and quality expectations. • Support and leverage automated quality monitoring tools to evaluate customer interactions and identify opportunities in real time. • Provide senior-level leadership and strategic direction for the Rescue Management Team (RMT). • Ensure team practices support service standards, quality objectives, and customer experience goals. • Review service recovery efforts and implement improvements that enhance customer satisfaction and resolution effectiveness. • Use RMT insights to strengthen training programs, quality processes, and service recovery strategies. • Collaborate with cross-functional teams to explore and leverage AI solutions that improve service monitoring, quality, and intervention capabilities. • Promote a consistent, professional, and customer-focused experience throughout the service journey. • Align training, quality management, and service recovery activities to deliver stronger customer outcomes. • Foster a culture of quality, accountability, continuous improvement, and customer impact. • Use data and analytics to identify trends, service gaps, root causes, and opportunities for improvement. • Drive initiatives that improve service quality, operational efficiency, employee performance, and customer satisfaction.

🎯 Requisitos

• Must have a valid U.S. visa and be able to travel to the United States as needed for business purposes. • 10+ years of experience leading operational, service, quality, customer experience, or service excellence organizations. • Must be based in Tijuana, Baja California. • Experience managing managers and leading large, multi-level teams. • Proven ownership of enterprise-wide transformation, service excellence, operational excellence, or continuous improvement initiatives. • Strong leadership experience in quality assurance, performance management, and customer experience programs. • Experience developing and implementing training, coaching, and employee capability-building programs. • Strong analytical skills with expertise in KPIs, performance metrics, trend analysis, and data-driven decision making. • Experience leveraging AI, automation, digital transformation, workforce optimization, or advanced analytics to improve business performance. • Demonstrated success delivering measurable results, including improvements in customer satisfaction, quality scores, productivity, operational efficiency, cost reduction, and employee performance. • Ability to influence senior leaders, build cross-functional partnerships, and lead large-scale organizational change.

🏖️ Benefícios

• Health insurance • Professional development opportunities