VP, Sales & Service Operations

Genstone
Chicago, IL
Job Description
Genstone, a holding company within The Fay Group, seeks a VP, Sales & Service Operations to manage a team responsible for leading revenue generation and customer service delivery functions. This role oversees multi-site call center operations across office locations and remote teams nationwide, ensuring a consistent and high quality customer experience.

Requirements

  • Bachelor’s degree in Business or related field
  • 10+ years’ of experience in Insurance Sales and Insurance Service Operations
  • 5+ years’ experience managing people and leading teams, including call center and remote workforce management experience
  • Proven track record managing multi-site or remote teams in a fast-paced environment
  • Strong understanding of P&C insurance products, carrier workflows, compliance, and agency operations
  • Experience utilizing dashboards and KPIs to evaluate performance, generate insights, and make informed, data-driven business decisions
  • Experience with call center technologies (NICE, WFM tools and QA systems) and CRM/ AMS platforms
  • Strong skills and experience in MS Word, Excel, and PowerPoint

Benefits

  • Medical, Dental and Vision Insurance
  • Company Paid Life Insurance
  • Disability Insurance
  • Pet Insurance
  • 401k Program with Employer Matching
  • 3 Weeks Paid Time Off (PTO)
  • Paid Holidays
  • Wellness Initiatives
  • Employee Assistance Program
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