Founded in 1985, SelectQuote provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high-quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.

Job Summary:

SelectQuote is looking for a Program Manager to create, maintain, and support cross-sell and retention programs for our team of Customer Care Agents (“CCA”) in Overland Park, KS. The CCA Program Manager is responsible for developing, implementing, maintaining, and reporting on new inbound and outbound call campaigns designed to continuously improve customer retention and cross-sell strategies. Successful candidates will have a natural intellectual curiosity, a history of brainstorming and developing strategic initiatives, and an ability both to lead projects and promote collaboration.

This position will partner closely with several departments including analytics, Application Development and other IT teams, as well as routinely present updates to executive leadership. The ideal candidate will have experience leading complex projects across multiple cross-functional departments, analyzing performance trends, collaborating with executive leadership, implementing new initiatives, and reporting on success/failure and ROI of new and existing campaigns.

Essential Functions:

  • Manage inbound and outbound campaigns for Customer Care team from idea to execution to post-deployment reporting and analysis
  • Identify strategic cross-sell and retention opportunities and design efficient campaigns that deliver strong ROI in collaboration with executive leadership
  • Develop and take ownership of detailed execution plans to increase “go-to-market” speed of new initiatives within the Customer Care organization
  • Collaborate with Telecom, Application Development, BI/ETL, and other cross-functional departments to accomplish project timelines
  • Partner with Customer Care sales and training leadership to implement effective scripting
  • Identify and own KPI’s and success reporting in partnership with fulfillment analytics and enablement team
  • Develop detailed quantitative analysis to address potential challenges and report on success/failure of implemented workflow strategies
  • Proactively identify potential workflow/system improvements
  • Produce clear and concise presentations regarding projects and other assigned tasks, present status quo workflows, research/findings, and ROI reporting to executive leadership team routinely
  • Regularly attend sprint meetings to ensure that development projects are progressing as needed

Knowledge, Skills, and Abilities:

  • Minimum 5 years of experience in direct marketing and/or call center program execution and management, including KPI management, or similar experience
  • Proven ability working with multiple complex systems such as workflow management within CRM’s and softphone technologies
  • Experience building, managing, and leading cross-functional teams toward a shared vision and goal
  • Proficient in providing recurring updates to executive leadership and using data to drive recommendations
  • Experience managing external partnerships as well as internal team members
  • Strong history of program management, or project management including KPI reporting
  • Excellent oral and written communication skills, especially relating to presentation development
  • Comfortable and excited to work in a fast-paced, dynamic environment with potentially rapidly changing priorities

Benefits:

It’s an exciting time to join SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.

Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, work from home stipend, and other paid leaves vary based on work location