Senior Service Excellence Manager

🕒 July 27

🇲🇽 Mexico – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 29%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Allstate

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1931

💼 Consulting

📦 Logistics

🛡️ Insurance

💰 Post-IPO Equity on 2014-01

Consulting • Logistics • Insurance

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

• Lead programs supporting Service Excellence and 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 real-time opportunities • 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 enhancing 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 improving service monitoring, quality, and intervention capabilities • Promote a consistent, professional, 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 improving service quality, operational efficiency, employee performance, and customer satisfaction

🎯 Requirements

• 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 • Client Consulting • Employee Supervision • Learning and Development (L&D) Strategy • Stakeholder Management • Strategic Planning

🏖️ Benefits

• Fully remote work arrangement • Opportunity to develop skills and advance career • Interview accommodations available upon request