Customer Service Manager, Workforce Enablment

Customer Service Manager - Workforce Enablement and Governance

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property - such as manufactured homes and specialty dwellings - and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can't. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re's Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day - all in a flexible environment that helps them succeed both at work and at home.

American Modern is seeking a Customer Service Manager, Workforce Enablement and Governance to help shape a new operating model within Customer Service. In this role, you will be responsible for creating and sustaining the development framework that equips Customer Service employees with the knowledge, skills, and tools needed to deliver exceptional service while preparing for future organizational and technology changes.

As Customer Service continues to transform, the complexity of our operating environment requires dedicated leadership focused on employee capability and readiness. This role ensures a consistent and scalable approach to training, knowledge management, and workforce development while increasing our ability to successfully implement change, improve performance, and enhance the employee and customer experience.

What You'll Do

• Own the Customer Service training, knowledge management, and workforce enablement strategy.

• Develop an integrated learning and development framework that connects onboarding, ongoing training, knowledge resources, licensing, compliance requirements, quality standards, and career progression.

• Identify current and future workforce capability needs and translate them into scalable learning solutions.

• Lead change management and employee readiness efforts associated with new technologies, products, processes, and ways of working.

• Establish consistent governance and oversight of knowledge resources and learning effectiveness.

• Support leadership development, talent growth, operational readiness, and continuous improvement initiatives.

Required Qualifications

• Bachelor's degree or active pursuit of a bachelor's degree.
• Property and casualty insurance experience.
• Three or more years of supervisory or people-leadership experience.
• Demonstrated experience hiring, coaching, mentoring, and developing employees.
• Strong leadership, communication, presentation, interpersonal, and business-writing skills.
• Strong analytical, problem-solving, critical-thinking, organizational, and time-management skills.
• Proficiency with Microsoft Office applications and the ability to learn new systems.
• Ability to lead change, promote innovation, manage competing priorities, and drive operational results.

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible)
• Prescription drug coverage (included in your health insurance plan)
• Vision and dental insurance plans
• Short and Long Term Disability coverage
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes spouse/domestic partner and children)
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity)

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
• Eligibility to receive a yearly bonus as a Munich Re employee
• A variety of health and wellness programs provided at no cost
• A hybrid environment that gives you a choice in where and how you get work done
• A corporately subsidized on-site cafeteria as well as a We Proudly Serve coffee shop
• An on-site complimentary workout facility as well as walking trails on campus grounds
• On-site wellness center complete with nurse practitioner
• Financial assistance for adoptions and infertility treatment
• Paid time off for eligible family care needs
• Tuition assistance and educational achievement bonuses
• A corporate matching gifts program that further enhances your charitable donation
• Paid time off to volunteer in your community

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.