We’re hiring a Customer Service Continuous Improvement Manager in Columbus, OH or Phoenix, AZ

The Position.

This role will focus primarily on process improvement, capturing data needed to make real time decisions and learn the vital tasks on the team to provide business continuity. This position will report directly to the Sr Manager of Strategic Projects and will also interface with all CS Employees, Product, Analytics, Engineering and Marketing at Root. This candidate will dedicate themselves to supporting and improving the operational efficiency of our Customer Service processes. 

What you'll be doing.

  • Identify process improvement opportunities, lead problem solving and root cause identification efforts, document standard operating procedures, and communicate changes to the CS Team
  • Lead and mentor the CS Solutions Analyst position, responsible for documenting and maintaining all knowledge base articles and internal and external communication macros
  • Serve as a subject matter expert in CS processes and procedures
  • Utilize process improvement skill set to identify gaps and make recommendations to improve customer service efficiency, CSR satisfaction and customer satisfaction 
  • Works to communicate findings down into concise business recommendations
  • Partner with CS data analysts to identify where to capture data relevant to CS
  • Focus on CS operations and expect for many of your insights to influence our product direction. You’ll analyze data in support of operational management as well as discovering opportunities for improvement
  • Perform exploratory analysis and identify opportunities for improvement across our entire CS function
  • Gather feedback, analyze department needs, and translate into functional requirements and specifications for future implementations of processes, procedures, products, and tools

What we're looking for.

  • Training and experience in Lean methodology preferred 
  • High sense of professionalism and leadership skills while remaining empathetic
  • Proven ability to prioritize and execute on projects quickly
  • Comfortable asking questions and willingness to learn
  • Highly organized with a focus on accuracy and timeliness
  • Strong verbal and written communication skills with peers, leadership, and individuals company wide
  • Excellent knowledge of business processes and practices
  • Ability to design and capture process documentation
  • Time management skills to prioritize and execute multiple projects within deadlines
  • Backend office support knowledge and ability to partner with others on requirements
  • 2-3 years of customer service and operations experience in a call center environment preferred

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
Who we are.
Root Insurance is the nation’s first licensed insurance carrier powered entirely by mobile. We were founded on the belief that the services you need for everyday life should serve you better. That’s why we base insurance coverages on you, not your demographic. It’s the way insurance should be. And it’s all conveniently in an app.

What draws people to Root.
Our early success is in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building and promoting it. We look for individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and a highly 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.

Current job openings

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If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at jobs@inc.joinroot.com.