Leader, CX Enablement

Responsibilities Quality Assurance & Training — Enterprise Standard: Set the quality and training strategy for a national CX organization scaling to 9+ teams across 30+ states by 2035. Lead and develop the QA function (3 auditors today) with an eye on building a center‑of‑excellence model that scales without proportional headcount growth. Own the training architecture, design a system that onboards new agents to productivity in ≤4 weeks, and continuously develops existing agents as call complexity increases. Establish enterprise calibration standards across all hubs and remote agents. Experience Design & Governance — Strategic: Own the customer experience strategy end‑to‑end, defining what ‘good’ looks like across all interaction types and states. Govern experience standards at an institutional level to maintain consistency as the organization adds hubs, state teams, and new markets. Serve as the voice of the customer in cross‑functional discussions. Partner with the Director, CX Call Center to embed experience insights into frontline operations. Voice of Customer — Program Architect: Design and launch AssuranceAmerica’s first enterprise VoC program, setting the methodology, governance, and intelligence infrastructure. Define the CX measurement framework that moves beyond CSAT and handle time, including trust signals, resolution confidence, retention correlation, and state‑specific benchmarks. Build VoC as an intelligence function, turning customer feedback into actionable business decisions. State Expertise & Scripting — Competitive Advantage: Establish state expertise as a genuine competitive advantage. Build infrastructure that allows the company to serve customers in 30+ states with local‑provider accuracy and confidence. Set scripting and communication strategy at an institutional level, ensuring a consistent, human, and trust‑building voice. Own the compliance and legal partnership, embedding regulatory requirements into the agent experience. Organizational Leadership: Lead a function of 7+ people today, scaling to 15+ by 2030. Represent CX Enablement at the SVP leadership table, bring a point of view on customer quality, capability gaps, and strategic investments. Own the enablement pillar’s budget, headcount planning, and vendor relationships. Build the function’s reputation internally as the organization’s institutional authority on customer experience quality, state compliance, and agent capability. Qualifications Required insurance industry background — particularly non‑standard personal auto, renters, or high‑frequency service environments. 12+ years in customer experience, quality assurance, CX strategy, or related functions. Proven experience building and leading a CX capability or enablement function at enterprise scale. Executive presence—comfortable representing CX at the SVP table, in cross‑functional leadership conversations, and in talent development discussions with board members. Strategic mindset backed by operational credibility—can set the 2035 vision and also get into QA calibration detail when needed. Deep data literacy—defines measurement frameworks, not just reports on them. Track record of developing leaders, not just managing direct reports. Preferred: multi‑state compliance leadership—experience owning state regulatory strategy as a business capability. Preferred: experience building VoC or customer intelligence programs that have materially influenced product or business strategy. Preferred: prior experience at a company (scaling) nationally—understands the quality and consistency challenges that come with rapid geographic expansion. #J-18808-Ljbffr AAMGA AssuranceAmerica Managing General Agency, LLC