Hanover Insurance Company
AVP, Customer Service Center (HYBRID)
Hanover Insurance Company, Worcester, Massachusetts, us, 01609
Position Overview
For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, sustainability initiatives and inclusive corporate culture.
Our Personal Lines Operations team is hiring an AVP, Customer Service Center to join our growing team in our Worcester, MA or Howell, MI office, in a hybrid work arrangement. This is a full time, exempt position.
The
Personal Lines Customer Service Center (CSC)
supports enrolled agencies by servicing customer accounts on their behalf—handling
350K+ annual sales and service interactions
across an
$800M+ book of enrolled premium . In every interaction, we deliver on our promises by being a trusted team that makes a meaningful difference in the lives of others.
This is an exciting opportunity to lead the people, strategy, and future of our Personal Lines Customer Service Center (CSC). As AVP, you will shape enrollment growth, performance excellence, and service delivery strategies that empower partner agents and delight customers. This role is about building careers, driving innovation, and creating a culture of success.
Collaboration across Personal Lines and Commercial Lines teams is essential for seamless service and operational excellence. This position is about shaping the future of customer service in Personal Lines. You’ll influence strategy, inspire teams, and make a measurable impact on growth and customer satisfaction.
IN THIS ROLE, YOU WILL:
Lead strategy development and execution to grow enrollments and enhance service delivery.
Promote a flexible, responsive operating model for timely, high-quality service.
Innovate processes for rapid response to agent, field, and compliance needs.
Use cost-benefit analysis to prioritize programs and allocate resources effectively.
Build strong partnerships and champion cross-functional collaboration.
Serve as a trusted resource for teams and leadership; lead initiatives supporting business and financial goals.
Driving Performance
Monitor volume and business plans; make proactive staffing recommendations.
Leverage technology and talent strategies to boost efficiency and scalability.
Oversee workflows to ensure best-in-class response times and quality.
Drive continuous improvement to reduce expense and increase responsiveness.
Coordinate shared resources (Analysts, Training, QA, Finance, Technology).
Communicate performance results and key issues to senior leadership.
Lead a diverse team of 100+ professionals across multiple roles.
Develop future leaders through succession planning and coaching.
Make strategic hiring decisions and inspire high performance.
Set cascading goals, deliver reviews, and create development plans.
Recommend salary adjustments tied to individual performance.
WHAT YOU NEED TO APPLY:
Bachelor’s degree; 10+ years of leadership in insurance or risk operations. Expertise in contact/call center management, underwriting, or process oversight preferred.
Skilled in project/program management and process design for scalable growth.
Ability to interpret and reconcile complex data; experience with Power BI or similar tools.
Proven ability to develop managers into leaders and guide cross-functional teams.
Exceptional written, verbal, and presentation skills; adept at negotiating and influencing.
Confident in leading change and managing ambiguity with strategic agility.
Balances multiple priorities while ensuring consistency and integrity across operations.
CAREER DEVELOPMENT It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
BENEFITS We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Medical, dental, vision, life, and disability insurance
401K with a company match
PTO
Cultural Awareness Day in support of IDE
On-site medical/wellness center (Worcester only)
Equal Opportunity & EEO Statement The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.
Privacy Policy To view our privacy policy and online privacy statement, click here.
Applicants who are California residents To see the types of information we may collect from applicants and employees and how we use it, please click here.
Compensation The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.
#J-18808-Ljbffr
Our Personal Lines Operations team is hiring an AVP, Customer Service Center to join our growing team in our Worcester, MA or Howell, MI office, in a hybrid work arrangement. This is a full time, exempt position.
The
Personal Lines Customer Service Center (CSC)
supports enrolled agencies by servicing customer accounts on their behalf—handling
350K+ annual sales and service interactions
across an
$800M+ book of enrolled premium . In every interaction, we deliver on our promises by being a trusted team that makes a meaningful difference in the lives of others.
This is an exciting opportunity to lead the people, strategy, and future of our Personal Lines Customer Service Center (CSC). As AVP, you will shape enrollment growth, performance excellence, and service delivery strategies that empower partner agents and delight customers. This role is about building careers, driving innovation, and creating a culture of success.
Collaboration across Personal Lines and Commercial Lines teams is essential for seamless service and operational excellence. This position is about shaping the future of customer service in Personal Lines. You’ll influence strategy, inspire teams, and make a measurable impact on growth and customer satisfaction.
IN THIS ROLE, YOU WILL:
Lead strategy development and execution to grow enrollments and enhance service delivery.
Promote a flexible, responsive operating model for timely, high-quality service.
Innovate processes for rapid response to agent, field, and compliance needs.
Use cost-benefit analysis to prioritize programs and allocate resources effectively.
Build strong partnerships and champion cross-functional collaboration.
Serve as a trusted resource for teams and leadership; lead initiatives supporting business and financial goals.
Driving Performance
Monitor volume and business plans; make proactive staffing recommendations.
Leverage technology and talent strategies to boost efficiency and scalability.
Oversee workflows to ensure best-in-class response times and quality.
Drive continuous improvement to reduce expense and increase responsiveness.
Coordinate shared resources (Analysts, Training, QA, Finance, Technology).
Communicate performance results and key issues to senior leadership.
Lead a diverse team of 100+ professionals across multiple roles.
Develop future leaders through succession planning and coaching.
Make strategic hiring decisions and inspire high performance.
Set cascading goals, deliver reviews, and create development plans.
Recommend salary adjustments tied to individual performance.
WHAT YOU NEED TO APPLY:
Bachelor’s degree; 10+ years of leadership in insurance or risk operations. Expertise in contact/call center management, underwriting, or process oversight preferred.
Skilled in project/program management and process design for scalable growth.
Ability to interpret and reconcile complex data; experience with Power BI or similar tools.
Proven ability to develop managers into leaders and guide cross-functional teams.
Exceptional written, verbal, and presentation skills; adept at negotiating and influencing.
Confident in leading change and managing ambiguity with strategic agility.
Balances multiple priorities while ensuring consistency and integrity across operations.
CAREER DEVELOPMENT It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
BENEFITS We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Medical, dental, vision, life, and disability insurance
401K with a company match
PTO
Cultural Awareness Day in support of IDE
On-site medical/wellness center (Worcester only)
Equal Opportunity & EEO Statement The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.
Privacy Policy To view our privacy policy and online privacy statement, click here.
Applicants who are California residents To see the types of information we may collect from applicants and employees and how we use it, please click here.
Compensation The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.
#J-18808-Ljbffr