General Manager, Customer Care
Job Summary:
The General Manager of Customer Care is responsible for helping SelectQuote continuously improve Customer Lifecycle Management processes, including meeting retention and cross-sell targets. This position will have global responsibility related to managing the Customer Care team, including supervising and coaching a team of Customer Care Managers, Supervisors, Trainers, and Customer Care Agents in all locations. This role works closely with department managers and division executives across all three divisions to project and report on the return on investment of various projects.
The successful General Manager of Customer Care needs to be able to effectively self-manage as well as interact with people from other departments to optimize processes. Additionally, this position will need to communicate effectively with other teams regarding issues related to process execution, issue resolution, key metric reporting and compensation.
The position will manage to key measurable objectives set by senior leadership. The position will leverage many competencies such as: verbal communication, time management skills, coaching, leadership skills, analytical mindset, attention to detail, and a drive to be successful.
Essential Functions:
Knowledge, Skills, and Abilities:
Training and Experience:
Benefits:
Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.