Director – Engagement Center Operations

Encova Insurance

Encova Insurance director leading engagement center operations and customer experience transformation. Implementing AI, automation, analytics, and service improvements across customer interaction channels.

Posted 8/25/2026full-timeCharleston • Ohio, Virginia, West Virginia • 🇺🇸 United StatesLead💰 $108,812 - $174,099 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience transformation, leveraging data analytics and automation technologies to enhance service delivery and operational efficiency. Proven ability to lead teams, develop performance frameworks, and implement strategic initiatives within the insurance industry.

Highest-signal resume keywords

Customer Experience TransformationData AnalyticsAutomation TechnologiesProcess ImprovementInsurance Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Interaction AnalysisWorkflow AutomationDigital Engagement TechnologiesOperational KPI DevelopmentFirst Call Resolution ImprovementQuality Assurance ProgramsPerformance Review ManagementProcess Modification ImplementationPredictive Insights UtilizationService-Level Agreement Establishment

Soft Skills

LeadershipMentoringCross-Functional CollaborationStakeholder InfluenceConflict Resolution

Tools & Technologies

AI TechnologiesSelf-Service PlatformsCustomer Service Performance FrameworksCustomer Insights ToolsAutomation Software

Industry Keywords

Insurance OperationsPersonal LinesCommercial LinesWorkers' CompensationCustomer Service

About the role

Key responsibilities & impact

Develop and execute the strategic vision for the Engagement Center.
Lead customer experience transformation initiatives across communication channels.
Identify, evaluate, and implement automation, self-service, workflow automation, and digital engagement technologies.
Analyze customer interaction data and leverage predictive insights for proactive service strategies.
Assess operational impacts of system changes and business initiatives and implement process modifications.
Establish service standards, operational KPIs, and service-level agreements.
Improve First Call Resolution and reduce repeat customer contacts.
Manage escalated customer situations and ensure timely resolution.
Ensure training programs support evolving processes, technology, and customer experience initiatives.
Oversee quality assurance programs covering interactions, service quality, compliance, and operational effectiveness.
Develop modern customer service performance frameworks.
Use data analytics and customer insights to recommend process improvements and corrective actions.
Collaborate with the AVP of Customer Service and business leaders on customer-facing impacts of strategic initiatives.
Serve on project, system implementation, process improvement, and testing teams.
Lead, develop, and mentor Engagement Center leaders and associates.
Oversee recruitment, onboarding, training, and retention.
Conduct performance reviews and create individual development plans.

Requirements

What you’ll need

Bachelor’s degree in business, communications, management, or related field preferred.
Minimum of 7 years of progressive customer service, contact center, or customer experience leadership experience.
Insurance industry experience strongly preferred, including Personal Lines, Commercial Lines, Workers' Compensation, or related insurance operations.
Experience leading customer experience transformation initiatives.
Experience implementing AI, automation, self-service, or digital customer engagement technologies.
Demonstrated success improving customer satisfaction, operational efficiency, and first-call resolution metrics.
Experience leading large-scale process improvement or business transformation initiatives.
Demonstrated ability to influence cross-functional stakeholders, manage complex transformation initiatives, and translate customer and operational insights into enterprise action plans.
Candidates must reside and work within an approved U.S. payroll state.

Benefits

Comp & perks

Bonus/incentive bonus program
Health, Dental & Vision Insurance
Company-provided life and income protection plans
401(k) Retirement Plan - 100% company match up to 7% on annual salary
Paid Time Off, Paid Holidays, and Floating Holidays
Flexible Work Arrangements - Hybrid and remote depending on the role