Description

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. It's how we've become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.

Job Description
The Senior Manager, Service Excellence - Roadside Assistance helps lead key programs that improve training, service quality, and customer support within Roadside Assist Center operations. This role makes sure frontline associates and Rescue Management Team (RMT) employees have the right tools, training, and support to deliver consistent, high-quality service to customers.

This position also oversees the RMT and works closely with operations teams to improve service recovery, quality standards, and the overall customer experience.

Key Responsibilities

• Lead programs that support Service Excellence and align with Roadside performance goals.
• Partner with operations leaders to identify service gaps, improve team performance, and drive customer-focused solutions.
• Ensure frontline training programs are clear, relevant, effective, and aligned with business objectives.
• Connect training, quality reviews, performance insights, and continuous improvement initiatives into a cohesive strategy.
• Review quality results, customer feedback, and operational data to identify trends, reduce errors, and improve service delivery.
• Lead calibration and validation activities to ensure consistent service standards and quality expectations.
• Support and leverage automated quality monitoring tools to evaluate customer interactions and identify opportunities in real time.
• Provide senior-level leadership and strategic direction for the Rescue Management Team (RMT).
• Ensure team practices support service standards, quality objectives, and customer experience goals.
• Review service recovery efforts and implement improvements that enhance customer satisfaction and resolution effectiveness.
• Use RMT insights to strengthen training programs, quality processes, and service recovery strategies.
• Collaborate with cross-functional teams to explore and leverage AI solutions that improve service monitoring, quality, and intervention capabilities.
• Promote a consistent, professional, and customer-focused experience throughout the service journey.
• Align training, quality management, and service recovery activities to deliver stronger customer outcomes.
• Foster a culture of quality, accountability, continuous improvement, and customer impact.
• Use data and analytics to identify trends, service gaps, root causes, and opportunities for improvement.
• Drive initiatives that improve service quality, operational efficiency, employee performance, and customer satisfaction.

Core Qualifications for Success

• 10+ years of experience leading operational, service, quality, customer experience, or service excellence organizations.
• 
  Must be based in Tijuana, Baja California.
  
• Experience managing managers and leading large, multi-level teams.
• Proven ownership of enterprise-wide transformation, service excellence, operational excellence, or continuous improvement initiatives.
• Strong leadership experience in quality assurance, performance management, and customer experience programs.
• Experience developing and implementing training, coaching, and employee capability-building programs.
• Strong analytical skills with expertise in KPIs, performance metrics, trend analysis, and data-driven decision making.
• Experience leveraging AI, automation, digital transformation, workforce optimization, or advanced analytics to improve business performance.
• Demonstrated success delivering measurable results, including improvements in customer satisfaction, quality scores, productivity, operational efficiency, cost reduction, and employee performance.
• Ability to influence senior leaders, build cross-functional partnerships, and lead large-scale organizational change.

Skills
Client Consulting, Employee Supervision, Learning and Development (L&D) Strategy, Stakeholder Management, Strategic Planning

Joining our team isn't just a job - it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger - a winning team making a meaningful impact.

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

Requisition #: 276722722

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