Director of Customer Solutions Center
Director of Customer Solutions Center
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
Simply Business is a digital insurance brokerage that specializes in one thing: protecting the businesses our customers are working hard to build. Were doing this by simplifying the insurancebuying process for all small businesses blending together a combination of technology data and insurance knowledge. Our proprietary technology platform allows small business owners to easily search and compare quotes from over 20 toprated insurance providers customize their coverage and purchase and access their policies all online.
Founded in the UK in 2005 Simply Business is an insurtech pioneer with nearly 20 years of experience supporting small businesses. Simply Business is passionate about building an outstanding product for our customers one that empowers their entrepreneurial spirits.
More importantly were doing it all while taking care of our people. Weve consistently been named a best place to work including most recently ranking in Built Ins 2025 Best Companies to Work for in the US (Top 100 and Best Places to Work in Boston.
We want team members who have the drive to challenge boundaries. If youre smart and passionate about delivering brilliant customer experiences wed love to hear from you.
Simply Business is seeking a strategic and resultsoriented Director of our Customer Solutions Center (CSC). You will lead a team of 70 across Sales Service Quality and Operations to support our customers with their business insurance needs. As the leader of the CSC you will set the vision and lead the team in bringing that vision to life. Reporting to the VP Customer you will be responsible for the strategic planning and of all CSC operations. You are excited about establishing a performanceoriented culture driving the team towards results and delivering a topnotch customer experience.
As a Director of Customer Solutions Center you will:
Drive business results:
- Manage performance across your Sales and Service teams to meet or exceed revenue cost efficiency and quality targets.
- Analyze KPIs manage to OKRs and proactively identify areas for improvement.
- Lead initiatives to introduce automation and digitization where possible.
- Seek out technology and innovative solutions to bolster efficiency and streamline operations.
- Identify opportunities for continuous improvement as the business scales
Lead a highperforming team:
- Recruit lead and develop a highperforming team.
- Partner closely with Talent Acquisition in attracting highcaliber sales and service talent.
- Work closely with the CSC Training team to effectively onboard new talent to achieve strong performance.
- Motivate and inspire your team to achieve or exceed its goals while maintaining a great culture and fostering strong employee engagement.
- Work closely with our workforce planner to anticipate and plan for staffing needs as the business evolves.
- Proven track record of leading through successful change management
Deliver an excellent customer experience
- Collaborate with marketing product and other stakeholders to support new initiatives and ensure a seamless customer experience
- Ensure compliance with regulatory standards and company policies/processes
What we are looking for:
- Bachelors Degree Required
- Minimum of 5 years of Contact Center management or similar experience
- Property & Casualty license preferred or to be obtained within 90 days of employment
- Proven track record of driving team success managing to metrics and ensuring customer satisfaction.
- Experience leading remote/hybrid teams a plus
- Passion for developing people and leading highperforming teams
- Ability to influence crossfunctionally to drive initiatives forward
- Monthly travel to Boston HQ required
Here are some of the great benefits and perks that come from being a Simply Business employee:
Group plan for medical dental vision and prescription drug coverage
Short term disability long term disability and life insurance coverage
Participation in the Companys bonus programParticipation in 401(k) plan with a 5 employer match
Commuter benefits to help cut down on parking and public transit costs
25 days of vacation time plus 10 sick days and 10 company holidays
A genuine investment in your learning and developmentRegular team outings and volunteer opportunities
An awesome office space
A hybrid working model giving our employees great choice and flexibility to work in a way thats best for their particular job their teams and their lives.
Simply Business is an equal opportunity employer. Were committed to welcoming and helping employees grow within an inclusive & diverse culture. And that commitment starts with our interview process.
Once you apply your info will be reviewed by a team with a mix of levels and experiences. We pride ourselves on fostering a sense of community which is only made stronger by each individual at SB so youll have the opportunity to meet a variety of people throughout the process. Get excited!
Most of our first round interviews will take place over Zoom. In subsequent interviews there may be an opportunity/expectation to meet team members in person.
If it looks like you could be a good fit for the role well ask you to interview on Zoom first regardless youll need WiFi and a laptop or a 4Genabled smartphone. If you dont have access to either of these or you need support with your application get in touch with us at
Please email us with any questions or if you want to pause your application for a bit well be happy to keep you updated on future opportunities like the one above. Want more info on working at Simply Business Check out our careers page: simplybusiness/careers/
Required Experience:
Director
Employment Type
Full-Time
Key Skills
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