Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat. 

Job Description

Note: Hybrid work; this role necessitates at the least four days onsite at our Scottsdale, AZ location

Overall Scope:

As the Director, Customer Care, you will be responsible for maintaining a relentless focus on all interactions Allstate Identity Protection has with its end-users. This includes fulfillment processes, inbound channel inquiries as well as outbound customer care activities as needed. You will lead and develop a team of Customer Care and Restoration leaders, ensuring they not only excel in their own roles but can effectively transfer skills, knowledge, and the best practices of the teams they manage, fostering growth at every level.

Responsibilities:

• Lead and develop a team of Customer Care and Restoration leaders, ensuring they not only excel in their own roles but can effectively transfer skills, knowledge, and the best practices of the teams they manage, fostering growth at every level.
• Shares vision and implements effective processes and procedures to ensure timely, accurate, and excellent service to our customers
• Works with our clients to understand their needs and collaborates with Product, Technology and Marketing to enhance the customer experience.
• Owns relationship with outsourcing agencies and partnering with them to set goals and target metrics
• Builds an effective internal team through recruiting and hiring exceptional candidates
• Implements solutions to improve scalability and results
• Maintain security of customers/subscribers
• Align customer service activities and initiatives to support and enhance the objectives of the organization

Required Education and Experience

• High School Diploma /GED mandatory; Bachelor’s Degree preferred
• Willing to work four days onsite at our Scottsdale, AZ location
• 8+ years of proven experience in a call center management role, with a track record of success in developing and managing teams.
• Deep knowledge of call center tech stacks, CRMs, dialers, QA systems, and workforce tools
• Proven track record of coaching, mentoring, and preparing talent to successfully step into their next role or expand responsibilities.
• Prior experience successfully developing and, or  leading leaders and experience in autonomously setting targets and KPI’s for the department
• Exceptional leadership presence; comfortable making decisions, building systems, and influencing teams
• Excellent communication and interpersonal skills, with a focus on customer service.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Proven skills using MS Office, Excel, PowerPoint, and Word
• Excellent performance record in managing client relationships at all levels
• Effective analytical and time management skills
• Strong work ethic and written/verbal communication skills
• Strong presentation skills
• Works well independently and in a team environment

Compensation:

• The base salary offer for this role will be $120,000 to $140,000 depending on experience and other related factors. Please ignore the compensation range mentioned under
• This role is eligible for up to 20% of annual salary as performance bonus

AIP 2024

Skills

Call Center Management, Customer Experience Management, Relationship Building, Strategic Leadership, Strategy Development

Compensation

Compensation offered for this role is $85,600.00 - 152,650.00 annually and is based on experience and qualifications.