We’re hiring a

Director of Customer Service and Inside Sales

Remote - United States

The Position.

We're looking for a Director of Customer Service and ISA who will help build the best customer service and sales organization in the industry.

What you'll be doing.

  • Lead multiple business units across the contact center organization
  • Provide leadership across geographically dispersed teams and remote employees across the country
  • Build and maintain IVR accuracy enabling first call resolution resulting in higher customer satisfaction
  • Establish processes to drive best in class binding ratios
  • Build and maintain a best-in-class work force operation
  • Drive pace in a scalable manner, resulting in superior service levels while maintaining high employee satisfaction
  • Understand and leverage analytics, process automation, and technology to improve efficiency and quality within contact center operations
  • Drive process innovation with a high degree of discernment between true differentiators and superficial features
  • Create and execute talent development strategies for contact center personnel, while recognizing the outsized impact that people have on the performance of the organization
  • Rely on data to take a highly quantitative approach to claims handling, while also valuing qualitative feedback from customers and employees
  • Measure, evaluate and communicate individual and team performance results in relation to overall organizational objectives
  • Build month end reports identifying strengths and opportunities with go forward action plans 

What we're looking for.

  • Prior Director level leadership in Contact Centers
  • Outstanding breadth and depth of Operational knowledge
  • Multi-jurisdictional and functional P&C experience
  • Strong technical understanding of liability and P&C principles
  • Experience managing complex P&C claims through closure, including claims that involve litigation, arbitration, and/or extra-contractual issues
  • Highly effective at creating collaborative relationships across an entire organization, including claims, engineering, product, actuarial, data science, and HR
  • Successful in both scrappy and entrepreneurial environments as well as more sophisticated and later-stage organizations
  • A strategic thinker, with a vision that transcends what is visible today
  • Inventive, understanding when to pursue creative solutions to problems while being thoughtful of their trade-offs
  • An entrepreneur who sees ambiguity as opportunity and obstacles as chances to build
  • Action-oriented with a history of getting things done in complex environments
  • Integrity beyond reproach and the ethical soundness of a true leader
  • Superior analytical skills and attention to detail with good business judgment and exceptional maturity, diplomacy, and communication skills
  • Results orientation with a strong work ethic. Must be tenacious, with the emotional intelligence to know when to push harder and when to look for alternative approaches
  • Articulate and effective oral and written communication skills

Get In Touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now

Join us

At Root, we judge people based on the merit of their work, not who they are. If you are passionate about what this role entails and solving real problems, we encourage you to apply. We want to learn about you and what you can add to our team.

Who we are

We’re harnessing the power of technology to revolutionize insurance. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative FinTech companies in the world. And we’re just getting started.

What draws people to Root

Our success is in large part due to our unwavering standards in hiring. We recognize that our products are only as good as the people building and promoting them. We want individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and an analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

Autonomy—for assertive self-starters, the opportunities to contribute are limitless. Impact—by challenging the way it’s always been done, we solve problems that have a big impact on our business. Collaboration—we encourage rich discussion and civil debate at every turn. People—we are inspired by the collection of crazy-smart people around us.

The people of Root

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Root Inc.

80 E. Rich Street

Suite 500

Columbus, OH 43215

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