Job Details

The Director of Service Excellence is responsible for designing, implementing, and scaling ACI's service operations to deliver exceptional customer experiences and drive measurable business outcomes. This role focuses on process scalability and growth around customer retention, re-engagement oflost customers, and upsell and cross-sell growth. The leader will build and manage a high-impact team, collaborate cross-functionally, and deliver improvements across retention and revenue metrics. This role is fully remote, with 4-6 weeks of travel annually.

Key Activities:

WITHIN 30 DAYS YOU WILL:

• 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

WITHIN 60 DAYS YOU WILL:

• 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

WITHIN 90 DAYS YOU WILL:

• 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

WITHIN 120-360 DAYS YOU WILL:

• 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

Definition of Success (after 1 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

Decision Rights:

OWN:

• Hiring Process
• Process Design for Keeping, Re-engaging, and Expanding Customers
• Issue Resolution
• Team Member Development

ESCALATE

• 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

What we're looking for:

• 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

Who we are:

Adventure Club Insurance Agency, a Bish's RV company, is where great adventures start. We know that life is best lived outdoors—whether you're roasting marshmallows at the campsite, casting a line at the lake, exploring in your RV, or blazing new trails. For us, it's all about the journey, and our mission is to insure your adventures every step of the way.

As outdoor enthusiasts ourselves, we understand that every adventure is as unique as you are. That's why we offer customized insurance coverage—from RVs to trucks to homes and e-bikes—tailored to fit your needs, so you can focus on the fun and leave the worry to us.

THE ACI DIFFERENCE:

• FUN: We take our play seriously and we enjoy what we do.
• INTEGRITY: We do the right thing for our customers, our team, and our agency.
• SIMPLICITY: We make insurance simple and easy for our customers.
• RESULTS: We don't rest until we achieve your goals and our goals.

What you'll get from us:

• 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

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Bish's RV and ACI honors our military service members, veterans, and their family members by being a military friendly workplace. Many of the positions within our organization are transferable from previous military occupations.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.