Sr. Director of Customer Experience and Sales Operations
Sr. Director of Customer Experience and Sales Operations
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Keystone Advisors Overview
At Keystone Advisors we partner with top insurers to help clients find essential health coverage in 49 states. We provide individuals families and businesses with health dental vision options as well as Medicare options including Medicare Advantage Medicare Supplement Insurance and Prescription Drug Part D plans.
We are experts in the health insurance market and define our outstanding performance. Our team gives their best to match our clients needs. We are proud of helping thousands of Americans to find peace of mind and economic stability. Even though many things have changed throughout the decades one thing remains the same: We are the key to finding the right health plan for you.
Job Purpose
We are seeking a strategic and operationally minded Sr. Director of Customer Experience and Sales Operations to lead the evolution of service delivery and operational readiness across all lines of business. This senior leader will champion customer satisfaction execute strategic initiatives and ensure service alignment for new ventures launched by our Sales Tech and Broker Development teams. With a strong focus on innovation scalability and performance this role is instrumental in improving retention and building customer trust across the organization.
Duties and Responsibilities
Ownership of New Service Business Models Lead the development innovation and execution of new service linesincluding thirdparty call center
contracts public program support and whitelabeled services. Ensure alignment with organizational goals and scalability for future growth.
Execution of Strategic Initiatives & RFPs Manage the customer service components of highpriority strategic initiatives and RFPs. Coordinate crossfunctional teams to deliver results on time and within scope ensuring service excellence is a key differentiator.
Service Readiness for New Business Lines Partner with Sales Tech and Broker Development teams to ensure service functions are fully prepared to support new product launches or partnerships. Anticipate operational needs and build service frameworks that are scalable efficient and aligned with customer expectations.
Customer Experience Leadership Act as the internal champion for customer experience across the organization. Work closely with crossfunctional teams to embed service excellence into every stage of the customer journey.
Team Leadership & Experience Metrics Lead and develop customerfacing teams to consistently deliver exceptional service. Implement systems to collect analyze and act on customer feedback and experience metrics. Use insights to drive continuous improvement and decisionmaking.
Qualifications
Required Qualifications Bachelors degree in Business Operations Customer Experience or related field 8 years of progressive experience in customer service leadership operations or service delivery Proven ability to design and scale service models across multiple business lines Strong understanding of CRM systems customer feedback tools and service metrics Track record of leading crossfunctional teams through complex initiatives and partnerships Excellent communication strategic planning and problemsolving skills Experience managing or contributing to RFP processes and external contracts
Preferred Qualifications Experience in healthcare insurance or government program support MBA or advanced degree in a relevant field Familiarity with Salesforce HubSpot Zendesk or similar platforms Experience with service design lean operations and customer journey mapping
Working Conditions
Business office environment
Flexibility for remote or hybrid work as needed
May require extended hours during highimpact project phases or seasonal periods
Required Experience:
Director
Employment Type
Full-Time
