Manager, Onboarding Specialist (Remote)

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Onboarding Manager leads a team of Onboarding Specialists that focus on providing a positive and seamless experience for new broker and policyholder customers. Onboarding involves managing the entire process, from application through successful implementation, providing essential information, support, and guidance to facilitate a smooth transition. The team will be responsible for building strong relationships with new partners, clients, and internal teams, addressing inquiries, and ensuring compliance with state regulations and requirements.

The Manager fosters an environment that motivates the team to make impactful decisions and contributes to achieving Sales goals.

• Create and implement strategies to streamline onboarding processes to provide frictionless broker and customer onboarding experience, including identifying technology and process improvement opportunities.
• Develop and maintain comprehensive onboarding materials including welcome kits, fliers, brochures, and training resources.
• Partnership and collaboration with Sales leadership to improve processes, streamline operations, and enhance broker and customer experience.
• Manage the execution of process optimization projects including the development of business cases, project plans, assembling and leading project teams, and providing progress updates to stakeholders.
• Promotes an inclusive, engaging team culture with open communication, diverse viewpoints, and a focus on the customer. Fosters independent thinking, constructive challenges, and a strong commitment to decisions.
• Analyzes performance data to evaluate team members' productivity and quality, providing coaching, recognition, and effective performance management, including handling difficult conversations.
• Serves as the Onboarding business owner for changes in process, technology, and people. Supports key business initiatives to enhance broker and customer and business value.
• Act as a point of escalation for complex client queries and concerns, ensuring timely resolution and maintaining customer satisfaction.
• Develop and implement strategies to enhance team engagement and retention. Ensures alignment with organizational values and goals while fostering professional growth within the team.
• Reviews and analyzes broker and customer feedback to identify trends, pain points, and areas for improvement. Implement solutions to enhance customer satisfaction and loyalty.
• Ensures compliance with company policies, regulatory requirements, and industry standards. Monitors team adherence to these standards and addresses any gaps.
• Performs other duties as assigned.

• 5+ years of leadership, with a preference for customer service, account management, onboarding/implementation experience. Alternatively, a bachelor’s degree in business administration, Management, or a related field, combined with 3+ years of Operations Management experience, is also acceptable.
• Must have extensive experience (5+ years) in customer service or contact center management, with a proven ability to manage teams, improve operational efficiency, and drive customer satisfaction.
• Requires advanced training or certifications in leadership, process improvement, or customer experience management. Ongoing professional development in relevant fields (such as Lean Six Sigma, PMP, or similar certifications) is preferred.
• Demonstrated ability to apply business acumen, analyze operational data, and implement strategies to improve team performance, customer experience, and overall operational efficiency.
• Strong preference for candidates who have led teams through organizational changes and a solid understanding of insurance industry regulations and best practices.

Employee Benefits:  

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.