Director, Operations Sales Strategy and Execution

Director, Operations Sales Strategy and Execution Location: United States Virtual This role is responsible for defining, executing, and continuously improving Assurant’s cross‑sell and upsell sales strategy across U.S. Connected Living Operations. The Director will lead the creation, deployment, and scaling of revenue‑generating programs embedded within claims, service, trade‑in, upgrade, and technical support customer journeys across phone, chat, and digital channels. The role owns contact center sales enablement, agent incentive and compensation programs, AI‑assisted selling capabilities, and cross‑channel execution, ensuring programs drive incremental revenue while protecting customer experience, client commitments, and regulatory compliance. What will be my duties and responsibilities in this job? Enterprise Contact Center Leadership & Strategic Alignment Establish and communicate the strategic vision, priorities, and operating model for the contact center, ensuring alignment with enterprise goals, client commitments, and long-term growth objectives. Lead, develop, and inspire a high-performing leadership team, fostering a culture of accountability, engagement, inclusion, and continuous improvement. Strategically align roles, locations, and responsibilities to foster an environment that balances efficiency with quality delivery of service. Proactively assess changing client, product, and customer demand; align staffing models, skills, technology, and operational resources to meet current and future needs. Partner closely with cross-functional leaders in Data Analytics, Workforce Management, Talent Acquisition, Training, Technology, and Contact Center Operations leadership to plan, design, and execute workforce, capability, and capacity changes. Collaborate with Account Executive and product-aligned leadership teams to support new client implementations, product changes, volume shifts, and performance commitments. Serve as a key contributor to enterprise and line-of-business planning discussions, providing contact center insights, risk assessments, and recommendations to senior leadership. Ensure organizational readiness for change by aligning leadership communication, change management, and execution plans across all impacted teams. Operational Performance & Service Level Execution Maintain full accountability for meeting or exceeding established SLAs and performance metrics, including Availability Service Levels, Abandon Rates, CSAT, NPS, quality, productivity, schedule adherence, and other common operational performance metrics. Translate performance goals into clear, actionable expectations for Managers, Supervisors, and frontline leaders; ensure consistent execution across all teams and locations. Review operational scorecards, dashboards, and trend analyses to identify performance gaps, root causes, and improvement opportunities; prioritize actions based on business and customer impact. Partner with Workforce Management and Data Analytics teams to optimize forecasting accuracy, staffing plans, intraday performance, and long-term capacity strategies. Provide coaching, guidance, and direction to leadership teams on performance management, corrective action, and best practices to drive sustainable results. Champion a culture of operational excellence by reinforcing standard work, accountability routines, and continuous improvement disciplines at all leadership levels. Escalate risks proactively and collaborate across functions to resolve performance challenges while maintaining a strong customer and client experience focus. Process Management & Leadership Lead team to analyze and map current processes, solicit stakeholder input, redesign processes as needed, gather resources, and implement changes and monitor processes and refine as necessary for continuous improvement Lead team to execute policy operational controls including data reconciliation, control monitoring, defect escalation and resolution. Drives actionable plans and initiatives that deliver value added benefits to the business Identifies and manages existing and emerging risks that stem from business activities and ensures risks associated with business activities are effectively identified, measured, monitored, and controlled. Responsible for process performance to proactively identify issues or opportunities to digitize, improve CX and create efficiencies, with proposed solutions. Participates in the implementation of product development plans as functional expert bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solutions. Focus on the entire process, introducing innovation into the process that can impact results, enhance profitability, and assist the organization to meet its business objectives and goals. Manages and shares communications with other operations leaders and business stakeholders regarding the operational strategy, performance, and progress related to operations processes and execution of or changes to processes. Monitor process changes, impacts, and make recommendations for implementation Ensures alignment between internal stakeholders and customers across assigned business process projects and services using proactive communication and engagement strategies. Act as a change agent within the business building trusted relationships to influence and align leaders to achieve innovative solutions and results across a matrixed organization. Evaluate process changes, impacts, and make recommendations for implementation Operations Practices & Business Product Owner Focus on the entire process, introducing innovation into the process that can impact results, enhance profitability, and assist the organization to meet its business objectives and goals. Address, coordinate, and track client operational issues to resolution Create and maintain an ongoing product roadmap aligned to operations strategy. Work with the technical teams and business stakeholders to identify user and group needs when it comes to data projects. Work with company leadership teams to understand specific needs and assist them through technology onboarding process and ensure seamless transition. Define, prioritizing, and developing high quality products and features that deliver demonstrable customer and business value across the group. Act as an ambassador for Agile best practices, lead sprint reviews and engage in daily stand ups and sprint retrospectives. Help others in the business understand the Agile development process. Organize backlog based on clear understanding of cross-organizational priorities and business impact. Communicate sprint deliverables and timelines to management and business stakeholders. Develop creative ways to solve operational and business problems and drive benefits by changing existing processes, strategies, and ways of working Ensure alignment on product implementation across each line of business by understanding their value proposition and unique set of needs. Serve as the subject matter expert, providing support and training as needed. Oversee implementation of Standard Operating Procedures for task/function. Develop, document, and maintain internal operational and outward-facing business processes and methodologies Lead other Business Product Owners to gather requirements, organize, and maintain process documentation, define, and optimize process models, conduct user acceptance testing Partner with L&D leader to identify and execute LOB-specific training needs Team Leadership and Culture Lead process/relationship management and technical operations teams to meet client needs and drive the LOBs strategic initiatives Drive development by holding managers accountable for functional and leadership coaching and encouraging associate development planning Build a superior operations service delivery team by a) assessing, developing, and engaging outstanding talent; b) evaluating existing claims management and ensuring they are operating effectively, addressing technical and leadership gaps in performance. Identify and orchestrate talent mobility to develop and retain talent with cross-capability and LOB knowledge Ensure continued development of team in business process management services and tasks including good practices for process analysis, engineering, and optimization What are the requirements needed for this position? Bachelor’s degree or equivalent experience 7+ years leading business or operational teams 3+ years of experience facilitating the development and implementation of business initiatives and projects, based on management objectives 5+ years in leading people and/or projects 7+ years with business process knowledge in Assurant products preferred Experience with operations policy and claims processes for the lines of business supported or prior experience with other lines of business A drive to enable both the management of ongoing business while also evaluating the continuous improvement of our operating model and operations processes related to claims and policy operations. Exceptional relationship-building experience with the ability to listen, build rapport, and credibility with peers and as a partner vertically within the business unit, as well as with leadership and capability teams Knowledge of fundamental information technologies and the ability to use people, processes, and technology to improve efficiencies and effectiveness Proven ability to effectively lead, partner and communicate with various levels of the organization to define and execute cross-functional business objectives Energy, focus, assertiveness, and diplomacy.  Knows when to push an agenda and when to let a situation develop, rest, or advance Highly developed communication skills in writing, speaking, and presenting.  Ability and comfort with working at executive levels Ability to influence and break down silos within an organization as well across organizations using personal rather than positional power Must demonstrate acumen in business and capabilities that support the business An outside-in focus - Outstanding end customer/consumer relationship skills Strong humility, listening, creativity, and negotiation skills Accepts ownership and accountability for results Ability to travel 25% to 35% as needed. #LI-remote Pay Range: $103,800.00 - $173,300.00 Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position. If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis. Helping People Thrive in a Connected World Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com. For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter. What’s the culture like at Assurant? Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way. Company Overview Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products. AI and Biometric Usage Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information. Equal Opportunity Statement Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions. Job Scam Alert Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here. Additional Locations: Atlanta, GA