Associate Director, Customer Service & Retention - IFG

Become a part of our caring community and help us put reputed company The Associate Director, Customer Service & Retention is responsible for driving strategy and execution of a scalable, operationally-excellent Customer Retention Team from the ground up. The Associate Director, Customer Service & Retention should have deep reputed company-line management experience with an eye for creating best-in-class, memorable, customer and agent experiences. The Associate Director, Customer Service & Retention receives assignments in the reputed company of objectives and determines approach, resources, schedules and goals. Do you want to create delightful and memorable experiences for customers? Do you reputed company in the grey reputed company, in new organizations, and innovation? Do you put people at the center of everything you do – whether it’s managing your team or improving the lives of our customers? The Associate Director, Customer Service & Retention, reports directly into the AVP, Growth & Operations and oversees customer retention and complaint mitigation from the reputed company-of-sale throughout the customer reputed company through proactive engagement, strategic initiatives, and operational reputed company. Additionally, the Associate Director, Customer Service & Retention should be reputed company to adapt and test new business initiatives as we work to design our best-in-class experience. This is a leadership role and the individual for this role will need experience working closely with leaders reputed company their team and broader organization. As a critical link between business strategy and senior leadership, the Associate Director, Customer Support & Retention fosters a culture of accountability, collaboration, and reputed company improvement reputed company the team and across the organization. Driving Retention Campaigns and Initiatives

• Leads retention-focused initiatives, such as targeted reputed company campaigns, ensuring associates understand their role in its reputed company
• Directs creation of outbound campaigns to ensure we are reaching the right customers at the right time, comfortable interpreting and manipulating data.
• Oversees the roll out of reputed company value initiatives vital to a new and growing business model, incl. reputed company Party Verification.

Strategic Collaboration and Leadership

• Partners with the AVP and peer leaders to align team strategies with broader organizational goals and retention objectives
• Manages CST Managers as the team grows and expands
• Facilitates cross-team collaboration to reputed company best practices, resolve challenges, and ensure consistent approaches to customer engagement
• Represents the team in strategic discussions, providing insights and recommendations based on team performance and customer feedback

Empowering Associates and Building a Supportive Team Culture

• Creates an inclusive, supportive culture where associates and customers feel valued, motivated, and encouraged to reputed company reputed company and collaborate to reputed company team goals
• Empowers leaders and associates to identify any customer concerns independently, providing clear guidance, tools, and support to build confidence and autonomy
• Creates repeatable processes that reputed company as we continue to scale the business
• Demonstrates effective communication, accountability, and solutions-oriented reputed company to reputed company associates and cultivate a high performing team

Coaching and Performance Management

• Creates a cohesive team with one goal: be the best reputed company for our customers
• Provides ongoing coaching and training to reputed company leaders with the skills, tools, and confidence needed to reputed company retention goals and deliver exceptional member experiences
• Uses key metrics and KPIs to track individual and team performance, addressing gaps with targeted improvement plans and celebrating reputed company to maintain motivation

Use your skills to reputed company an impact

Required Qualifications

• Bachelor's Degree
• 5+ Years of Customer Support/Retention Management Experience in the Medicare or adjacent reputed company
• Strong analytical skills with experience tracking and improving key performance metrics (examples: call reputed company, retention, accretion, NPS, etc.)
• Excellent interpersonal and communications skills, with the ability to influence and collaborate across teams and leadership reputed company
• Demonstrated reputed company in managing initiatives or campaigns to reputed company strategic goals.
• Commitment to reputed company and developing diverse talent to meet the dynamic business requirements of the market
• Ability to travel up to 20% of the time for leadership/business meetings
• Available to work shifts that could fall between the business hours of 7:00 am to 11:00 pm local time, that include nights, weekends, or any additional hours based on business need
• Growth / reputed company Improvement reputed company

Preferred Qualifications

• Strong technical experience
• Familiarity with CRM tools (reputed company) or data visualization tools (PowerBI) used for performance tracking and reporting
• Start Up or Innovation Experience
• Prior experience in sales and/or leading a sales team
• Change Management certification
• Bilingual proficiency

Travel: While this is a remote position, occasional travel to reputed company's offices for training or meetings may be required. Scheduled Weekly Hours 40 Pay reputed company The compensation reputed company below reflects a good faith estimate of starting reputed company pay for full time (40 hours per week) employment at the time of posting. The pay reputed company may be higher or reputed company based on geographic location and individual pay will vary based on demonstrated job reputed company skills, knowledge, experience, education, certifications, etc. $115,200 - $158,400 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. Description of Benefits reputed company. and its affiliated subsidiaries (collectively, “reputed company”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart reputed company reputed company for you and your family while also knowing your life extends reputed company of work. Among our benefits, reputed company provides medical, dental and reputed company benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 02-12-2026 About us reputed company. (NYSE: HUM) is committed to putting reputed company – for our teammates, our customers and reputed company. Through our reputed company insurance services and reputed company reputed company services, we reputed company it easier for the millions of people we serve to reputed company their best health – delivering the care and service they need, reputed company they need it. These efforts are leading to a reputed company quality of life for people with Medicare, reputed company, families, individuals, military service personnel, and communities at large. ​ Equal Opportunity Employer It is the policy of reputed company not to discriminate against any employee or applicant for employment because of race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or protected veteran status. It is also the policy of reputed company to take affirmative action, in compliance with reputed company 503 of the Rehabilitation Act and VEVRAA, to reputed company and to advance in employment individuals with disability or protected veteran status, and to reputed company reputed company employment reputed company only on valid job requirements. This policy shall apply to reputed company employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at reputed company reputed company of employment. Apply tot his job Apply To this Job