Service Improvement reports into the Planning and Optimization function in the Community Support platform.   The Service Improvement Manager (SIM) will own and oversee the service improvement plan with the lens of Claims in the context of the end-to-end customer support experience.  This will include opportunity identification, solution hypotheses development,  experiment design, execution and operationalisation.  They will lead a cross-functional team to identify key customer pain points, understand root causes, design and implement solutions across people, process and technology that are aligned to our multi-year CS outcomes while meeting regulatory and SOX compliance.  With a focus on driving continuous improvements in the support experience, the SIM will lead the effort as the outcome owner, with  Business Process Improvement, Knowledge Management, Training, Quality, Community Support Analytics , Product and operational SMEs as needed in a multi-disciplinary team.  They will also partner closely with Experience Architects to understand and influence future roadmaps and with Delivery teams to ensure feedback loops exist to understand operational impact. 

Responsibilities  

• Inspire and Lead:  While working in a matrix structure, educate and align stakeholders around the service improvement strategy and plan for Claims, and build an inclusive, high-performing cross-functional team focused on customer outcomes.  
• Focus on the customer first:  Develop in-depth understanding of the customer support experience across existing CS Services and assert the customer-first point of view that is based on research, analysis, and insights.  Use this  deep understanding of the customer’s needs to identify improvement opportunities and articulate outcomes while maintaining regulatory compliance.  
• Operational Excellence:  Use your deep Property and Casualty Claims operational expertise to  develop a nimble flywheel for service improvements by orchestrating efforts systemically from discovery through to opportunity identification, experiment definition, execution and operationalisation.  Leverage and improve existing capabilities across people, process, product that positively impacts the support experience month-on-month, quarter-on-quarter. Track and measure the outcomes, leverage retros to continuously learn and improve for faster and bigger impact and aligned to the balanced scorecard.
• Partnership and collaboration: In addition to leading a multi-disciplinary team focused on service improvements, engage and partner extensively with other platforms and functions (e.g. Trust, Policy, Payments etc.) to understand and tackle customer pain points and root causes in the end-to-end customer experience.  This includes providing feedback to Experience Architects to influence future roadmaps, close alignment with Operations Leaders to understand operational impacts and partnership with segment managers to understand specific support needs in line with the segment strategy.  
• Problem-solving and complexity:   Blend creative thinking and exceptional problem solving.  You can take a complex issue and distill and simplify; get to the root cause of an issue in order to resolve it.
• Business Acumen: As the primary business owner of the service improvement plan for your respective focus area, you will prioritize improvement opportunities, manage the work in progress and backlog. When designing solutions to address root causes of customer pain points and planning optimization initiatives, you will ensure  results are appropriately balanced, delivering value and impact to both the customer and the business. Understand the path to transformation and balance it alongside delivery of iterative improvements. 

Qualifications 

• Experience:  A strong operational mindset and background with a minimum of  10+ years experience navigating complex or matrixed environments with at least 5 years in Operations and at least 5 years in a leadership position.  Proven leadership of cross functional teams or programs preferably in a fast-paced operational environment. 
• Operational excellence: Deep systemic understanding of property and casualty claims customer operations and enabling functions encompassing people, process, product and policy. Passionate about quality and improving the end to end customer experience. 
• Customer centricity:  Obsessive consumer-centric mindset and demonstrated passion for delivering world class customer support. You regularly talk to and listen to customers and customer-facing employees to ensure needs are understood and inform decisions. 
• Business acumen: Ability to assess a problem, opportunity or business challenge quickly and make strong decisions or develop robust hypotheses based on data and insight that drives towards delivery of value.  Seeks to understand stakeholders’ needs through feedback, balancing the needs of customers, employees, regulatory compliance, and the business.   Strong problem solving and critical thinking skills that help determine acceptable tradeoffs. 
• Analytical thinking:  Demonstrates an in-depth understanding of the important role that research and qualitative/quantitative data play in the planning and continuous improvement cycles of large scale property and casualty claims within customer facing operations. Leverages data and insight driven experimentation approaches to discover opportunities to improve and innovate through test and learn. 
• Communication and influence:: Excellent verbal and written communication skills.  Communicates clearly and persuasively across various leadership levels that may not have subject matter expertise. Ability to provide clear direction to teams and communicate progress  clearly and frequently to ensure focus and maximize impact. Communicates with other teams across the organization to make sure the right customer problems are being solved. Accepts challenges with imperfect information. Works to always get more clarity and is an open and transparent communicator about what is known and not known.
• Leadership:  Capable of energizing, inspiring, and rallying a multi-disciplinary cross-functional team. Can establish strong relationships across levels, teams and departments and has an ability to lead  cross-functionally to influence and collaborate towards the delivery of customer outcomes.

The starting base pay for this role is between $160,000 and $185,000. The actual base pay is dependent upon many factors, such as: education, experience, and skills. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.