Senior Manager, Service Excellence

🔥 23 hours ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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Allstate

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1931

💸 Finance

💰 Post-IPO Equity on 2014-01

Insurance • Finance

Allstate is an industry leader in providing insurance solutions, focusing on home, auto, device, and identity protection. With a commitment to customer well-being, Allstate aims to instill peace of mind and financial security for its customers. The company also emphasizes community impact and sustainability through various initiatives, showcasing their dedication to social responsibility and positive change.

📋 Description

• Responsible for leading the strategy, execution, and continuous improvement of learning, quality, and service recovery practices • Provide end-to-end accountability for ensuring frontline associates and Rescue Management Team (RMT) employees are equipped to deliver high-quality service • Operational oversight of the Rescue Management Team • Lead service excellence strategies aligned to Roadside performance and Voice of Customer goals • Establish closed-loop model: Training → QA → Performance → Improvement • Ensure alignment to quality and service standards and monitor mitigation effectiveness • Leverage QA and operational data to drive targeted improvements

🎯 Requirements

• Strategic Leadership (Expert | 10+ years) • Performance & Quality Management (Expert | 8–10+ years) • Learning & Organizational Development (Advanced | 5–8+ years) • Data-Driven Decision Making (Advanced | 5–8+ years) • Technology & AI Transformation (Advanced | 3–5+ years) • Demonstrated success developing and executing organizational strategies • Proven ability to influence senior leaders and lead transformational change • Extensive experience designing and leading quality assurance, performance management, coaching, and continuous improvement programs • Strong analytical capability with experience using operational, customer, and quality data

🏖️ Benefits

• Comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse • Monthly connectivity reimbursement to help offset internet costs