AVP, Customer Service Center (hybrid)

AVP, Customer Service Center

The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, sustainability initiatives and inclusive corporate culture.

Our Personal Lines Operations team is hiring an AVP, Customer Service Center to join our growing team in our Worcester, MA or Howell, MI office, in a hybrid work arrangement. This is a full time, exempt position.

POSITION OVERVIEW:

The Personal Lines Customer Service Center (CSC) supports enrolled agencies by servicing customer accounts on their behalf—handling 350K+ annual sales and service interactions across an $800M+ book of enrolled premium. We live our vision: In every interaction, we deliver on our promises by being a trusted team that makes a meaningful difference in the lives of others.

This is an exciting opportunity to lead the people, strategy, and future of our Personal Lines Customer Service Center (CSC). As AVP, you will shape enrollment growth, performance excellence, and service delivery strategies that empower partner agents and delight customers. This role is about building careers, driving innovation, and creating a culture of success. Collaboration across Personal Lines and Commercial Lines teams is essential for seamless service and operational excellence.

This position is about shaping the future of customer service in Personal Lines. You'll influence strategy, inspire teams, and make a measurable impact on growth and customer satisfaction. If you thrive in a fast-paced, collaborative environment and love building high-performing teams, this is your chance to lead with purpose.

IN THIS ROLE, YOU WILL:

Growth & Service Strategy

• Lead strategy development and execution to grow enrollments and enhance service delivery.
• Promote a flexible, responsive operating model for timely, high-quality service.
• Innovate processes for rapid response to agent, field, and compliance needs.
• Use cost-benefit analysis to prioritize programs and allocate resources effectively.
• Build strong partnerships and champion cross-functional collaboration.
• Serve as a trusted resource for teams and leadership; lead initiatives supporting business and financial goals.

Driving Performance

• Monitor volume and business plans; make proactive staffing recommendations.
• Leverage technology and talent strategies to boost efficiency and scalability.
• Oversee workflows to ensure best-in-class response times and quality.
• Drive continuous improvement to reduce expense and increase responsiveness.
• Coordinate shared resources (Analysts, Training, QA, Finance, Technology).
• Communicate performance results and key issues to senior leadership.

People Leadership

• Lead a diverse team of 100+ professionals across multiple roles.
• Develop future leaders through succession planning and coaching.
• Make strategic hiring decisions and inspire high performance.
• Set cascading goals, deliver reviews, and create development plans.
• Recommend salary adjustments tied to individual performance.

WHAT YOU NEED TO APPLY:

• Bachelor's degree; 10+ years of leadership in insurance or risk operations. Expertise in contact/call center management, underwriting, or process oversight preferred.
• Skilled in project/program management and process design for scalable growth.
• Ability to interpret and reconcile complex data; experience with Power BI or similar tools.
• Proven ability to develop managers into leaders and guide cross-functional teams.
• Exceptional written, verbal, and presentation skills; adept at negotiating and influencing.
• Confident in leading change and managing ambiguity with strategic agility.
• Balances multiple priorities while ensuring consistency and integrity across operations.

CAREER DEVELOPMENT:

It's not just a job, it's a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you'll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)

EEO statement:

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law. Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law. As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at HRServices@hanover.com and include the link of the job posting in which you are interested.

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Compensation:

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.