Bish's RV, Inc. · 6 hours ago
Director of Service Excellence - REMOTE
United States
Full-time
Remote
Mid Level
3+ years expBish's RV, Inc. is a company focused on providing customized insurance coverage for outdoor adventures. The Director of Service Excellence will be responsible for designing and scaling service operations to enhance customer experiences and drive business outcomes, while managing a high-impact team and collaborating cross-functionally.
AutomotiveFinanceInsuranceMarketing AutomationRentalSales
Responsibilities
Attain basic RV and dealership knowledge
Become comfortable with basic insurance product and carrier knowledge
Learn basic customer knowledge, including ACI’s typical customer culture and demographics
Gain in-depth knowledge of ACI’s book of business
Visit 1 Bish’s RV dealership
Shadow agents in their daily routines and calls
Build trust across the team
Become familiar and comfortable with all ACI systems and resources
Experience all of ACI’s current processes pertaining to keeping, re-engaging, and expanding customers
Begin organizing and building optimization frameworks for all current processes pertaining to keeping, re-engaging, and expanding policies
Begin participating in the hiring process for Appointment Setters and Customer Service Representatives, specifically interviewing and assessing candidates
Driving team activity, goals, and accountability
Develop and implement regular dashboards to track key metrics around keeping, re-engaging, and expanding policies
Conduct book trend analysis
Compiling all of the information and data gathered up to this point, present initial findings and most important priorities for keeping, re-engaging, and expanding policies. Include recommended action plans
Begin being accountable for financial results. Achieve renewal revenue growth goals (specific goal to be determined)
Conduct a 'mutual expectations' exercise with ACI leadership for the following year
Full implementation of the 'Keep, Re-engage, Expand' optimization plans, including launching action + priority plans, building out the team, and demonstrating success by achieving defined success metrics
Leads the team by example and builds core team competencies specifically around growth mindset, professionalism and emotional intelligence, and organizational skills
Builds trust + followership with your team
Hiring Process
Process Design for Keeping, Re-engaging, and Expanding Customers
Issue Resolution
Team Member Development
Anything Related to Errors and Omissions (E&O)
Persistent Issues with Customers, after exhausting resources
Issues Needing Relationships Authority
ACI Process Changes
Final Decision on New Hires
Qualification
Required
3+ years in operations, process, or service roles (ideally in B2B / insurance / financial services)
Direct experience with insurance operations, compliance, and carriers is preferred, but not mandatory
Proven success designing and implementing upsell, retention, and renewal strategies is preferred
Proven record building and scaling teams (hiring, managing, developing, removing underperformers), especially in a remote environment
Embraces continuous learning, innovation, and adaptability to drive organizational success
Strong ability to prioritize, manage multiple initiatives, and maintain structure in a remote environment
Strong analytical mindset: metrics, root cause, trends, dashboard development
Experience leading change in organizations with weak process foundations
Ability to pass a background check and drug test
Demonstrate behaviors consistent with the Company's Vision, Mission, and Value in all interactions with customers and co-workers
Benefits
Competitive base pay + bonus opportunities
Opportunity for promotion within the company as we grow
Excellent Individual and Family Benefits
Health, Vision/Dental, Short- and Long-term disability, HAS
401K with aggressive company match
Gym membership reimbursement
RV Borrowing Program
Incredible Team Culture
Company
Bish's RV, Inc.
Bish’s RV is the largest family-owned RV Dealer from coast-to-coast. We've been helping people go camping for over 30 years.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Bish Jenkins
Founder
Company data provided by crunchbase