Summary
Location
Kansas City
Type
full-time
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About this role
We are Farmers!
We are… more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.
Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn’t just our business – it’s our culture! To learn more about our high-performance culture and open opportunities, check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.
Workplace: On-site ( #LI-Onsite ), Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote )
Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.
Job Summary
The Head of Direct Service executes on the broader Service strategy, while also creating new infrastructure to service direct book of business more specifically, including optimizing processes to fit this customer population to support the growth of this book of business across multiple brands. This includes all operating functions, utilizing available resources to maximize prompt, accurate, and dependable service to policyholders.
Essential Job Functions
Provides functional leadership, guidance, & strategic delivery for the optimization of operational excellence, underwriting fidelity, & retention. Responsible for functional results & efficiency within the direct channel.
- Has oversight of a $24M budget within Service, primarily driven by expenses related to personnel, travel, real estate, IT-related and general administrative expenses.
- Influences budget decisions at a functional level within Service.
- Recruit, hire and train staff necessary to meet business requirements.
- Achieve stated service level agreements.
- Establish proper controls to assure work processes are compliant with state laws and regulatory requirements.
- Contribute to corporate GWP and profitability goals through adherence to underwriting rules and guidelines.
- Develop future leaders for the organization.
- Establish an environment that promotes teamwork, camaraderie, an inclusive leadership culture and employee retention.
- Partners with Direct and Customer Experience teams to build and operationalize customer engagement strategy.
Experience Requirements
- 5-7 years in the insurance or related industry.
- 5-7 years in contact center management.
- Minimum 4 years as a Director-level leader of leaders or equivalent
- Business case development
Education Requirements
- Bachelor’s degree.
- Insurance education such as CPCU or related courses preferred.
Additional Qualifications
Role requires a thorough comprehension of insurance business and its key disciplines and processes. Must be skilled and knowledgeable in relationship management and communication with key business partners/executives.
- Insurance products including coverages, underwriting guidelines, etc.
- Modern contact center technologies and tools
- Process optimization methodology
- Forecasting, schedule adherence and management of other contact center operating results.
- Operational leadership and people strategy
- Thorough understanding of employee development and performance management
- Broad base of knowledge including Payments, Billing, Finance, Operations, Experience Design, and Customer Service
Physical Actions
Benefits
- Farmers offers a competitive salary commensurate with experience, qualifications and location.
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer
Job Location(s): R_US - United States, US - KS - Kansas City
Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.
Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.
Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.
Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume via email: [email protected]
Other facts
About Farmers Insurance Careers
The companies comprising the Farmers Insurance Group of Companies® currently make up one of the country's largest insurers of vehicles, homes and small businesses, and provide a wide range of other specialty insurance and financial services products.
In business since 1928, today at Farmers® we proudly serve millions of households across all 50 states through an extensive network of exclusive and independent agents and approximately 18,000 employees. Our experience provides a rich history and legacy of service and strong customer relationships, while our focus on smart innovation, technology and entrepreneurship helps us to stay creative, to continually improve our product offerings and to drive the evolution of the insurance industry.
Every interaction with our customers is a chance to stand out through personalized service and make a meaningful difference in their lives. We take pride in empowering individuals and businesses to become smarter and better prepared to protect what matters most.
Giving back is also a core part of who we are. Our culture is rooted in volunteerism and a shared commitment to strengthening the communities where we live and work.
At Farmers, we truly value your experience as a candidate, and part of that is helping you stay informed and protected. Please keep in mind that any email from a legitimate corporate Farmers Insurance employee will always come from an email address ending in @farmersinsurance.com, @bristolwest.com, or @foremost.com.
If you see a message from a different domain, even one that looks close, it's best to treat it with caution. Knowing this helps ensure your communication with us stays safe, secure, and authentic.
And if you are ever suspicious of an email and want to verify the legitimacy, please feel free to send an email to [email protected]
What you'll do
- The Head of Direct Service executes the broader Service strategy and creates new infrastructure to service a direct book of business. This includes optimizing processes and ensuring efficient service delivery to policyholders.
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