Senior Manager, Service Excellence - Roadside - Integon

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. It's how we've become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.Job DescriptionThe Senior Manager, Service Excellence - Roadside Assistance helps lead key programs that improve training, service quality, and customer support within Roadside Assist Center operations. This role makes sure frontline associates and Rescue Management Team (RMT) employees have the right tools, training, and support to deliver consistent, high-quality service to customers.This position also oversees the RMT and works closely with operations teams to improve service recovery, quality standards, and the overall customer experience.Key ResponsibilitiesLead programs that support Service Excellence and align with Roadside performance goals.Partner with operations leaders to identify service gaps, improve team performance, and drive customer-focused solutions.Ensure frontline training programs are clear, relevant, effective, and aligned with business objectives.Connect training, quality reviews, performance insights, and continuous improvement initiatives into a cohesive strategy.Review quality results, customer feedback, and operational data to identify trends, reduce errors, and improve service delivery.Lead calibration and validation activities to ensure consistent service standards and quality expectations.Support and leverage automated quality monitoring tools to evaluate customer interactions and identify opportunities in real time.Provide senior-level leadership and strategic direction for the Rescue Management Team (RMT).Ensure team practices support service standards, quality objectives, and customer experience goals.Review se