Director, Contact Center

Director, Contact Center

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

You are a visionary leader, experienced in managing large-scale contact center operations, ideally within the insurance or financial services industry. Has a proven track record in integrating AI and modernizing customer service landscapes, you excel in strategic planning, execution, and navigating complex structures. Additionally, this leader should be ready to reinvent our call center and as proven background leveraging data to define a strategic plan to optimize, and has executed the strategic transformation within a call center.

We are seeking a dynamic and strategic leader to serve as Director of Contact Center, responsible for overseeing the performance, culture, and growth of our customer support operations. This role will ensure our contact center delivers exceptional carrier, distributor, and customer experiences while optimizing efficiency, technology, and team engagement.

The Director of Contact Center will play a key role in shaping our service strategy, implementing best practices, and driving operational excellence.

Leadership and Strategy

• Define and lead a strategic roadmap to modernize contact center operations, integrating automation, data-driven decision-making, and AI-powered tools
• Partner with technology and product teams to align service models with Zinnia's platform and client experience strategy.
• Build leadership depth and succession within the contact center developing future-ready managers who drive both service and innovation.
• Lead, coach, and inspire managers and team leads to build a high-performing, customer-centric culture.
• Develop scalable processes and frameworks to improve service quality, efficiency, and customer satisfaction.
• Forecast workforce needs and develop plans for capacity, staffing, and resource allocation.

Operational Excellence

• Lead continuous improvement using Lean, Six Sigma, or automation frameworks to reduce friction and enhance efficiency.
• Create an insights-to-action loop converting operational data into transformation initiatives.
• Oversee daily operations to ensure service level agreements (SLAs), quality standards, and key performance indicators (KPIs) are consistently met.
• Establish and maintain policies and procedures that guarantee high-quality customer service.
• Implement performance management frameworks, reporting, and analytics to drive continuous improvement.
• Regularly provide updates and strategic recommendations based on data-driven insights to senior management and executive leadership.
• Lead, motivate, and develop a team of customer service professionals, fostering a positive, collaborative, and performance-driven work environment.
• Provide comprehensive training and guidance on customer service standards and industry regulations.

Data, Technological Integration and Process Automation

• Transform the call center into a data-powered experience hub by integrating speech analytics, predictive engagement, and AI-assisted servicing.
• Collaborate with analytics teams to identify root causes, customer pain points, and automation opportunities across channels.
• Partner with IT and product teams to optimize contact center technology, including, but not limited to, AI/chatbots, AgenticAI, and workforce management.
• Identify and implement innovative solutions to enhance the customer journey and experience.
• Utilize data analytics to make informed decisions, optimizing contact center operations and customer interactions.

Stakeholder and Client Relations

• Represent the contact center in client governance forums, quarterly business reviews, and transformation steering committees.
• Partner with insurance carrier clients to co-develop service innovations and digital engagement models.
• Anticipate client needs and proactively propose operational or technological enhancements that drive satisfaction and retention.
• Serve as the strategic point of contact for client carriers and partners, addressing support needs beyond standard operational processes.
• Manage escalated customer issues to achieve high satisfaction levels.
• Facilitate critical communication with clients, including:
• Providing consistent volume data.
• Coordinating call projections and their impact on staffing with vertical owners.
• Delivering operational presentations and participating in business review meetings.

People Transformation

• Build a culture of accountability, innovation, and empowerment shifting from volume handling to value creation.
• Redefine performance management to align individual goals with transformation outcomes.
• Enhance career progression pathways, recognition, and engagement to strengthen retention and morale.

Financial & Compliance Management

• Manage departmental budget, balancing cost-efficiency with high-quality service delivery.
• Ensure compliance with data security, privacy, and industry regulations.
• Track and report on operational costs, identifying opportunities for savings and efficiencies.

Bachelor's degree in business or a related field; master's degree or professional certifications are beneficial.

Proven Experience: At least 15 years in contact center operations, including a minimum of 8 years in leadership and people management roles.

Technical Skills: Proficiency in current contact center technologies and software, with a demonstrated capability to leverage technology for operational efficiency.

Analytical Skills: Strong aptitude for analyzing performance data and implementing targeted improvements.

Leadership Abilities: Exceptional organizational, communication, and interpersonal skills, crucial for effective leadership and team collaboration.

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We're looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done.