Openly is rebuilding insurance from the ground up. We are re-envisioning and enhancing every aspect of the customer experience. Doing this requires a rapidly growing team of exceptional, curious, empathetic people with a wide range of skill sets, spanning technology, data science, product, marketing, sales, service, claims handling, finance, etc.

Now is the perfect time to join the journey. Here's why

  • It's working. We're in multiple states and on our way to operating countrywide. We have thousands of agents selling our product and millions of dollars of annual customer premiums.
  • We're well backed & stable. We closed our $40M Series B fundraise. We are supported by some of the top investors globally, including Google's "Gradient" AI-focused fund, Obvious Ventures (Beyond Meat, etc.), and Advance Venture Partners.
  • It's not too late! Despite this traction and stability, we're still early enough in the journey that there's time to make a real difference during Openly's formative period.

If you'd like to understand more about Openly's mission, consider checking out this video from a company pitch we gave several years ago at Techstars.

Job Details

Openly is looking for a Vice President of Customer Experience to lead the Agent Experience team and build the Customer Experience teams responsible for service delivery to Openly agent partners and policyholders. Reporting to the Chief Operating Officer, this highly visible senior role will be responsible for overseeing the rapid expansion of the existing Agent Experience team while at the same time developing the organizational structure and strategy to launch the Customer Experience team in 2022. Openly's core value proposition focuses on enhancing the agent and customer experiences unique to the insurance industry. This role will serve as the voice of the customer across Openly and will ensure that this focus is maintained as the company matures and continues to grow. Success in this role requires building an operational strategy that balances driving operational efficiency and flexibility to exceed our partners’ expectations.

Key Responsibilities

  • Hire, coach, and lead the Openly customer experience organization, including retaining talent and implementing processes designed to manage turnover effectively.
  • Drives positive agent & policyholder experiences that create customer surprise and delight, building on insights and the voice of the customer.
  • Create a new Customer Experience organization for Openly that interacts primarily with policyholders, including designing all critical business processes and hiring top-quality talent to staff the team.
  • Lead the organization to consistently meet and exceed its efficiency and quality metrics and net promoter score results.
  • Promote a culture of continuous improvement by identifying opportunities, implementing MVP solutions, and rapidly expanding & enhancing the solutions.
  • Serve as the voice of the customer in cross-functional teams and senior leadership discussions.
  • Partner with VP of Sales & Business Development to ensure that the existing agency experience continues to be industry-leading through effective continuous improvement of internal processes and seamless handoffs between the two organizations.
  • Establish an annual business development budget and financial plan.
  • Partner with the analytics teams to develop and implement vital operational reports that quickly identify trends and provide insight into operational results.
  • Act as the Openly Customer Experience champion by maintaining a robust understanding of key industry trends, regulatory changes, and technology developments.

Requirements

  • 10+ years of customer service or CX experience with a track record of consistently exceeding operational targets.
  • 5+ years of customer experience leadership with increasing responsibility, a strong record of developing CX talent, and maximizing organizational capabilities
  • The ability to coach and lead a remote, diverse workforce is critical
  • A passion for leadership, coaching, and developing talent
  • Strong communication skills and the ability to collaborate effectively with people at all levels across the company
  • Track record of strategic planning and budgeting
  • Strong analytical and quantitative skills to identify critical opportunities, determine impact, and justify recommendations to the C-suite team.
  • Strong communication and negotiation skills
  • Extremely comfortable operating with ambiguity and addressing complex business questions

Benefits & Perks

  • Competitive salary, corporate bonus program, equity position in a startup company
  • Company-sponsored medical, dental, vision insurance plans, short-term and long-term disability, life insurance, 401k with corporate contribution, and FSA plan
  • Company-paid 12 weeks parental leave policy
  • The company fully embraces the "work-from-anywhere" mentality, even before COVID restrictions.
  • Paid Time Off
  • Fun, fast-paced, startup environment

U.S. Citizens, Green Card Holders, and those authorized to work in the U.S. for any employer will be considered.

Openly is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Openly is an E-Verify Employer in the United States. Openly will make reasonable accommodations for qualified individuals with known disabilities under applicable law.