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Technical Director, Service Delivery

29559

We are Farmers!

We are… more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.

Farmers is an award winning, equal opportunity employer, committed to the strength of a diverse workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn't just our business – it's our culture! To learn more about our high-performance culture and open opportunities, check outwww.Farmers.com/careers/corporate and be sure to follow us on Instagram , LinkedIn , and TikTok .

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

Job Summary

We are seeking atransformational leader who will optimize various functional areas impacting service delivery and strategically develop both short-term fixes and long-term, scalable solutions. This leader will be instrumental in improving the service experience for agent acquisitions and other critical points within the lifecycle of an agency.

This position strategically leads a functional area within a contact center to enable service delivery including telephony, workforce planning, data management, knowledge management, or reporting. The role impacts the department by developing complex strategies to secure technologies and tools that optimize contact center operations. Leads technical and operations teams to execute business plans, maintain secured tools, and implement planned changes. Works under minimal supervision and receives guidance or support from a senior leader only as clarification or interpretation of policies or objectives is needed.

What You'll Do

• Develops and manages a functional area strategy to support broader enterprise strategies and priorities around telephony, workforce planning, data management, knowledge management, and/or reporting. Directs teams to implement and maintain technology and tools that support these functions. Identifies and implements tools and processes to optimize operations, meet service level agreements, enhance employee and customer experience, and reduce operating expenses.
• Analyzes external research, benchmarks, and industry trends to evaluate operational effectiveness. Educates senior leadership about gaps and creates plans to remediate shortcomings. Analyzes internal data to assess operational performance. Applies knowledge of key business drivers to recommend strategies to senior leadership for process, system, and efficiency improvements. Engages and influences internal stakeholders around change and innovation within a functional area.
• Manages the implementation and use of technology, tools and processes that enable service delivery to customers and agents. Leads and directs teams to adopt and implement initiatives and priorities. Impacts resource allocation and influences decisions for budget exceeding $10M.
• Builds, manages and maintains positive relationships with external vendors and internal key technical leaders to ensure execution of day-to-day operations and strategic initiatives.
• Hires, coaches and develops technical experts and junior management to execute telephony, knowledge management, data analytics, and/or workforce management projects. Takes ownership of performance management, succession planning and employee engagement of team. Performs other duties as assigned.

Education You'll Need

• Bachelors degree required with a concentration in science, technology, engineering or math preferred.
• Industry-relevant certifications and trade associate participation.

What You'll Bring

• 5-7 years of experience required in a contact center or similar environment where telephony systems, efficiency tools or data science is used to improve operating results.
• Insurance industry experience strongly preferred.
• 3-5 years of leadership experience required, with leader of leader experience preferred.
• Experience driving enterprise projects that include IT and business stakeholders, preferred.
• Experience with re-platforming projects, preferred.

Additional Qualifications

• Possesses a high degree of initiative. Demonstrated ability to set strategy for a functional area, connect to the broader organizational strategy and translate into actionable tactics.
• Demonstrated project management skills. Ability to develop project execution plans, identify and quantify project scopes and budgets. Familiarity with change management frameworks to employee during project execution.
• Possesses strong technical aptitude. Functional area systems and technology proficiency (example, Telephony, Automation , AI and Robotics, Data Science, Knowledge Management, Work Force Management tools).
• Ability to simultaneously handle multiple priorities. The ability to build business case for decisions and make informed choices on initiatives are pursued and funded.
• Seeks to acquire knowledge in area of specialty. Demonstrates ability to stay abreast of change and influence senior leadership to adapt to change, when necessary.
• Effective leadership skills.
• Ability to hire and assess talent, motivate employees, and develop future leaders.

Physical Actions

This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
  o CA Only: $152,880 - $243,540
  o CO Only: $143,360 - $210,210
  o HI/IL/MN/VT Only:$143,360 - $224,840
  o MA Only:$143,360 - $224,840
• o MD Only: $143,360 - $224,840
  o NY/DC/NJ Only:$143,360 - $243,540
  o Albany County:$152,880 - $210,210
  o WA Only: $143,360 - $255,500
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Vision
• Health Savings and Flexible Spending Accounts

Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.

Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume via email:...@farmers.com