E-commerce Operations Director
2 weeks ago
The Premier Insurance Brokers L.L.C. seeks an experienced E-commerce Operations Director to oversee the daily operations of its digital insurance platform. The ideal candidate will have expertise in IT infrastructure, e-commerce platforms, and customer service operations.
Key Responsibilities- Oversee launch, maintenance, and enhancement of the online insurance platform for a seamless user experience.
- Collaborate with insurance providers and digital vendors to integrate systems and enhance service offerings.
- Supervise daily call center operations, including inbound/outbound calls, email support, and live chat assistance.
- Develop and implement operational strategies to enhance customer service, streamline processes, and improve team performance.
- Monitor key performance indicators (KPIs) such as response times, customer satisfaction, and conversion rates, taking proactive steps to address performance gaps.
- Ensure compliance with regulatory requirements, company policies, and e-commerce best practices.
- Maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in digital service delivery.
- Develop partnerships and tie-ups with service providers to enhance product offerings and add value to customers.
- Work closely with sales, marketing, and IT teams to align goals and ensure smooth execution of e-commerce initiatives.
- Analyze market trends and customer feedback to recommend enhancements and business growth opportunities.
- Prepare and present reports on performance metrics, sales progress, and strategic insights to senior management.
- Bachelor's degree in Business Administration, IT, Management, or a related field (Master's degree is a plus).
- 10+ years of experience in e-commerce operations, call center management, or Insurtech.
- Strong understanding of IT infrastructure, CRM systems, and call center technologies.
- Experience working in e-commerce platforms and digital insurance environments.
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