Title:  Customer Service Data Manager

Title: Customer Service Data Manager

Location: current schedule is hybrid (40-50% in the Amelia, Ohio office)

*Please add a cover letter with details if you are not local and plan to relocate for the hybrid schedule

Recruiter: Sonya Fischesser

Exempt position

Posting end date: 08/12/25

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property – such as manufactured homes and specialty dwellings – and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can’t. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re’s Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day - all in a flexible environment that helps them succeed both at work and at home.

Customer Service ensures delivery of customer support by providing expert knowledge on products, technology, processes, procedures, and services provided by American Modern. The support provided comes in multiple ways including, but not limited to phone calls, chat, processing requests, emails, social media, chatbot, etc. The team supports Policyholders, Agents, Lienholders, and internal departments. The knowledge base of the department is extremely broad and collaborates across the organization to ensure customer issues are resolved in a timely manner and to the customer’s satisfaction. 

The Customer Service Data Manager leads the data, analytics, and Workforce Management function within the Contact Center; with a keen eye towards driving down Cost to Serve and working in close partnership with Contact Center Vice President and Contact Center Director. Additionally, the Data Manager leads and partners with departments across the organization in an effort to align and use data to illustrate success of projects, customer satisfaction, and identify opportunities for system enhancements. 

Roles & Responsibilities:

Employee Focused

• Manage a team of data analysts to design, develop, and implement future or existing data analytic solutions or reports in support of Customer Service and other departments within the region.
• Create and drive a standard data request in-take process that allows for reporting, tracking, and usage of reporting library. Ensure consistent definition and quality review practices are followed.
• Day to Day Operational support is the number one priority of the team. Ensuring staffing, forecasting, planning, and operational support data is available within required timelines.
• Effectively lead, coach, and develop Workforce Analysts, Business Intelligence Analysts, and Supervisors.

Customer-Centric

• Track contact interaction costs, project success criteria, adherence to budget, and impacts of changes to the organization in an effort to be able to quantify achievement of goals.
• Continually review current business models and organization structure and adjust according to the business/customer needs.
• Collaborate with Contact Center senior leaders, Sales, Underwriting, Claims, and regional partners to create and maintain all new ad hoc customer reporting and trend analysis to identify improvements for customer onboarding and customer processes.
• Serve as a subject matter expert within the company and department providing guidance, support, and explanation on KPIs, staffing, and other various reporting functions. 

Production Minded

• Drive the regular forecasting of the budget and staff based on volumes and growth projections to meet department service goals. Ensure appropriate staffing planning and service level attainment.
• Responsible for reporting on day to day results, data showcased in Executive Summaries, data to support Balance Scorecard initiatives, and providing data to initiatives across the organization in an effort to quantify impacts.
• Understand, develop, and ensure adherence to processes, policies, procedures, reporting, and technical instruction with an eye toward compliance. 
• Develop and manage Cost to Serve standards which look at products, states, agents, etc. and can be used across the organization. 

Technology Powered

• Develop and manage the Contact Center Cost Benefit Analysis tool to ensure full understanding of planned vs. realized benefits of our project portfolio.
• Drive the implementation and maintenance of new 8x8 system changes for Customer Service and partner with Enterprise Data and Maintenance team to ensure all customer data meets required standards in the data lake.

Data Driven

• Drive the conversion, creation and maintenance of all departmental reporting and analytics to ensure operational goals are met, tells the story around operational impacts and helps to ensure that we stay focused
• Review and understand Customer Service KPIs and determine needed changes in an effort to ensure our staffing is aligned appropriately.  Regularly forecast volume and impacts to EXL.
• Track and measure impact of operational effectiveness within Customer Service and with our Strategic Alliances.
• Stay current with changes in industry and/or have involvement in industry organizations to help drive scaled performance across the organization.

Required Technical Skills:

• Strong command of Microsoft Office Suite applications.
• Strong analytical skills.
• Ability to learn new systems.
• Strong communication and interpersonal skills.
• Strong time management and organizational skills.
• Change Leader; promoting innovation and effective decisions.
• Problem solving.
• Critical thinking.

Required Core Competencies:

• Ensures Accountability

• Communicates Effectively

• Tech Savvy

• Business Insight

• Instills Trust

• Drives Results

Career Progression:

Role Title:

Salary Level:

Skills / Knowledge / Experience:

Customer Service Data Manager

8

2+ years of management experience. 5+ years call center experience preferred. Strong Leadership skills. Advanced Computer Skills. Strong Communication & Presentation Skills. Business Writing. Microsoft Office. Strong Analytical Skills.

Customer Service Data Director

9

5+ years of management experience. 10+ years call center experience preferred. Responds to and makes recommendations to Executive Leadership and Management Team. Partner with the Technology teams to deliver a stable and highly available reporting platform. Proven ability to establish and articulate vision, set goals, develop and execute strategies and track/measure results. Strong Leadership skills. Advanced Computer Skills. Advanced Communication & Presentation Skills. Business Writing. Microsoft Office. Strong Analytical

Education, Certifications & Designations:

Role Title:

Required:

Preferred:

Contact Center Manager – Data Analytics and WFM

• Bachelor’s degree or actively pursuing.
• Advanced knowledge & experience in management.
• Demonstrates expertise within the insurance industry. 
•  Strong background in the Workforce Management function.

• P&C License.
• Six Sigma.
• Certifications or concentrated efforts in leadership, management, and/or training.

Contact Center Director – Data Analytics and WFM

• Bachelor’s degree or actively pursuing.
• Advanced knowledge & experience in management.
• Demonstrates expertise within the insurance industry. 
•  Strong background in the Workforce Management function.

• Addition of Lean Black Belt, Project Management Professional or SCRUM Master Certification