Plymouth Rock Assurance · 2 hours ago
Vice President Chief Customer Officer
Boston, MA
Full-time
Hybrid
Senior Level
$250K/yr - $350K/yrPlymouth Rock Assurance is a privately held insurer specializing in automobile and home insurance. As Vice President, Chief Customer Officer, you will be accountable for delivering exceptional customer-centric service experiences while driving operational efficiency and financial performance.
Auto InsuranceFinancial ServicesInsurance
Responsibilities
Deliver industry-leading service to customers, agents, and business partners, with a continuous focus on improving customer satisfaction and enhancing claims service outcomes
Define, monitor, and continuously improve service standards, and customer outcomes across all service channels, including call centers, digital platforms, self-service tools, agent/broker support, and written correspondence
Provide executive leadership for all customer service operations supporting policyholders, agents, and partners across the personal lines business
Ensure operational excellence, regulatory compliance, and consistent service quality while maintaining cost efficiency and scalability
Expand and optimize the use of intelligent virtual agents, automation, and AI-enabled technologies to reduce customer friction and increase self-service adoption
Design and oversee workforce planning, staffing strategies, and capacity models to meet current and future demand, including seasonal fluctuations, catastrophe events, and growth cycles
Balance service quality, responsiveness, and cost through data-driven forecasting, scheduling, and resource optimization
Partner with IT, Digital, and Operations leaders to implement technology solutions that enhance customer experience, automation, and operational efficiency
Serve as a key member of the executive leadership team, providing regular insights and updates to the President & CEO and Board of Directors
Qualification
Required
Accountable for delivering an exceptional, customer-centric service experience
Driving operational efficiency and strong financial performance
Champion service excellence
Reduce premium leakage through advanced underwriting and service practices
Optimize operating expenses
Lead the delivery of seamless, accessible capabilities that meet customers where they are
Leverage the full enterprise services ecosystem to position the organization as the partner of choice for independent agents
Simplify the insurance experience to drive efficiency, consistency, and satisfaction
Deliver industry-leading service to customers, agents, and business partners
Continuous focus on improving customer satisfaction and enhancing claims service outcomes
Define, monitor, and continuously improve service standards and customer outcomes across all service channels
Provide executive leadership for all customer service operations supporting policyholders, agents, and partners across the personal lines business
Ensure operational excellence, regulatory compliance, and consistent service quality while maintaining cost efficiency and scalability
Expand and optimize the use of intelligent virtual agents, automation, and AI-enabled technologies
Design and oversee workforce planning, staffing strategies, and capacity models to meet current and future demand
Balance service quality, responsiveness, and cost through data-driven forecasting, scheduling, and resource optimization
Partner with IT, Digital, and Operations leaders to implement technology solutions that enhance customer experience, automation, and operational efficiency
Serve as a key member of the executive leadership team, providing regular insights and updates to the President & CEO and Board of Directors
Company
Plymouth Rock Assurance
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Founded in 2001
1001-5000 employees
H1B Sponsorship
Plymouth Rock Assurance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (12)
2023 (6)
2022 (7)
2021 (5)
2020 (12)
Funding
Current Stage
Late StageLeadership Team
Bill Martin
President and CEO of Home Assurance
Max Malaret
Vice President of Claims - Independent Agency Auto Group
Recent News
Plymouth Rock
2025-10-14
2025-08-13
Company data provided by crunchbase