ABOUT US

Bestow is the leading digital platform for life insurance. As both a direct-to-consumer destination and an infrastructure provider, Bestow is on a mission to make life insurance accessible to millions of underserved families. 

We ideate fast, embrace change, and take risks. As a rapidly growing tech startup, we look for the best talent out there and try to stay out of their way. From scaling our business model to expanding our offerings, the day-to-day at Bestow offers endless professional growth opportunities. The people who succeed here look for problems and solutions. They are both passionate about their ideas and open to having their mind changed. 

In the end, we value the same things our customers do: family. So we strive for work-life balance and believe happy employees make for better experiences and happier customers. It’s a model that helped us land the #2 spot on Forbes’ Best Startup Employers 2021 list. Boom!

ABOUT THE CUSTOMER EXPERIENCE TEAM

Reporting to our VP of Insurance Operations, the Director of Customer Experience will have the exciting opportunity to define and lead the operational effectiveness of the Customer Experience department. You will lead our team of Customer Care Advisors (CCAs) and Internal Sales Agents who support our ever-growing customer base as we democratize life insurance to families everywhere. Bestow's Customer Experience (CX) team is committed to delivering an exceptional experience to our customers. Our CCAs and Internal Sales Agents serve as our customers' voice and address customer inquiries quickly, efficiently and with empathy. 

Our ideal candidate is a customer-obsessed, results-oriented, data-driven leader with customer-facing operations experience in a high-growth, tech-savvy organization. You have a track record of scaling rapidly-growing teams. You are skilled at improving workflows, enhancing efficiency, and exceeding key performance indicators. You enjoy bringing order to chaos and are comfortable working with evolving technology. Above all, you care about customers and empowering your team to always provide a best-in-class CX. We will look to you to manage, develop, mentor and scale our growing CX team while building relationships with other leaders in our Dallas and Austin offices.

Ideally, we would like this person to be located in Dallas, but are open to Remote for the right candidate.

ABOUT THE ROLE

• Lead the day-to-day delivery of exceptional omnichannel (chat, phone, email) customer service by the team of Customer Care Advisors (service-focused) and Internal Sales Agents (sales-focused)
• Develop and drive internal sales strategies, including increasing close rates for pre-purchase transactions and improving retention of existing customers 
• Identify, prioritize and manage proposed and in-flight initiatives impacting the Bestow customer, including scope, value, and impact
• Use data-driven insights that help support strategic and tactical business opportunities, and to measure the overall performance of the service experience
• Work closely with leaders across all functions within the enterprise to drive required business changes to improve customer and operational excellence
• Develop and validate business value drivers and business cases for major programs, prioritize transformation program investments, and track delivery to business value outcomes as programs are executed
• Optimize commitments of resources across programs, ensuring that they are appropriately engaged and resolving conflicts, issues and gaps
• Provide analysis and recommendations to the executive team on how Bestow can enhance our overall operational efficiency and effectiveness based on data and observations focused on Customer Experience
• Drive rapid, informed decision-making to keep programs on-track in achieving benefits and schedule
• Lead organizational change, define and manage internal sales and operational excellence priorities in alignment with Bestow’s Principles

ABOUT YOU

• 8+ years customer-facing operations experience with 4+ years team management experience
• Experience in building and scaling customer service and sales organizations in tech-focused consumer-facing environments
• Significant experience and expertise supporting and leading operational excellence initiatives
• Ability to drive financial results
• Ability to track key metrics and consistently meet established Service Level Agreements (SLAs)
• Proven ability to collaborate with and influence both leadership and working teams, demonstrating authority and credibility to act, make sound decisions and drive alignment
• Strong understanding of the business and experience working directly or indirectly with various business functions and multiple aspects of the business value chain, from business and product development to downstream support operations
• Strong level of comfort with business and technical discussions, with the ability to understand and articulate the business impacts of technical actions and vice versa
• Experience with administering software and CRMs
• Ability to become a licensed life insurance agent required (sponsored by Bestow)

BONUS POINTS

• Experience in insurance, fintech, insurtech, or a highly regulated industry 

Total Rewards

• Competitive salary
• Open PTO plan
• 100% paid premiums for medical, dental, and vision insurance
• Annual bonus based on individual and company performance
• Generous equity grant based on level
• Flexible work-from-home policy and open to remote

We value diversity at Bestow. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team. 

Bestow does not sponsor applicants for work visas at this time.