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Company Name : Metlife Legal Plans
Location : Cleveland, OH 44114
Position : Vice President, Head of Customer Experience
Job Description : Who We Are:
MetLife Legal Plans is the leading consumer legal service in the United States. Whether you are making a will after starting a family, negotiating the contract on your dream home, or just want the peace of mind of having our network of 17,500 attorneys on your side, we make it easy and affordable to get quality legal help.
We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who provide our service as an employee benefit.
It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.
The Role:
Develop and Drive the Best Customer Experience for a highly successful, wholly owned subsidiary of a multi-billion-dollar organization!
Are you a passionate and strategic Customer Experience leader ready to make a tremendous impact on a highly profitable division of our insurance company related to legal plans that is poised for ongoing expansion? If you have a strong background in transformation and crafting critical customer experience initiatives and delivering results, then we invite you to consider the advantages of stepping into this role!
This is a high-impact role that will report directly to the CEO and allow you to collaborate with the Senior Leadership Team to help continue to drive the best customer experience for our dynamic organization
Key Responsibilities:Developing the end-to-end member experience, managing our member call center and video notary team as well as managing attorney recruiting and support, and >$100M annual budgetPivotal to your success will be your ability to establish credibility and build relationships and trust with business leaders and a variety of other key contacts throughout the organization.In addition to a competitive salary, and bonus incentive program, we offer a comprehensive benefits package. Furthermore, you’ll enjoy the open, agile culture that we are in the process of cultivating. We take pride in our values-based, performance driven and collaborative and environment and our status as an industry leader in diversity. We are committed to the communities we serve and operate as an ethical business.
Minimum Qualifications:
Be a respected senior customer experience leader at a large scale organization with exceptionally strong communication and analytical skills
Proven track record developing and implementing multiple high-impact NPS-improvement initiatives.
3-5+ years leading digital product development using agile techniques Required
5+ years experience leading sales and service customer contact centers with >$50M in annual transaction volume
Bachelor’s Degree, An MBA/Master’s Degree, (preferred)
Characteristics (Competencies):Business acumenProblem solving/analytical skills.Communication proficiencyCustomer/client focused.Detail-orientedResults DrivenAbility to thrive in an independent work environment.
Physical Demands and Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel; and reach with hands and arms.
Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday; hours to be agreed upon with management according to MLP office manual.
Occasional evening and weekend work may be required as job duties demand.
Travel:
This position requires up to 25% travel.
MLP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
MLP is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
MLP is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.
MLP is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MLP without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
MLP maintains a drug-free workplace.
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