Senior Manager, Service Excellence – Roadside

Key aspects of the role:

Drive sales growth by engaging with interested prospective customers- all while working remote
No cold calling— Connect through inbound calls and proactive outbound calls with active insurance shoppers
Enjoy competitive compensation with a base salary + uncapped performance-based incentives
Sell reputable products from Allstate and our family of brands

Role overview

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 Description

The 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 Responsibilities

Lead 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 service recovery efforts and implement improvements that enhance customer satisfaction and resolution effectiveness.
Use RMT insights to strengthen training programs, quality processes, and service recovery strategies.
Collaborate with cross-functional teams to explore and leverage AI solutions that improve service monitoring, quality, and intervention capabilities.
Promote a consistent, professional, and customer-focused experience throughout the service journey.
Align training, quality management, and service recovery activities to deliver stronger customer outcomes.
Foster a culture of quality, accountability, continuous improvement, and customer impact.
Use data and analytics to identify trends, service gaps, root causes, and opportunities for improvement.
Drive initiatives that improve service quality, operational efficiency, employee performance, and customer satisfaction.

Core Qualifications for Success

10+ years of experience leading operational, service, quality, customer experience, or service excellence organizations.
Must be based in Tijuana, Baja California.
Experience managing managers and leading large, multi-level teams.
Proven ownership of enterprise-wide transformation, service excellence, operational excellence, or continuous improvement initiatives.
Strong leadership experience in quality assurance, performance management, and customer experience programs.
Experience developing and implementing training, coaching, and employee capability-building programs.
Strong analytical skills with expertise in KPIs, performance metrics, trend analysis, and data-driven decision making.
Experience leveraging AI, automation, digital transformation, workforce optimization, or advanced analytics to improve business performance.
Demonstrated success delivering measurable results, including improvements in customer satisfaction, quality scores, productivity, operational efficiency, cost reduction, and employee performance.
Ability to influence senior leaders, build cross-functional partnerships, and lead large-scale organizational change.

Skills

Client Consulting, Employee Supervision, Learning and Development (L&D) Strategy, Stakeholder Management, Strategic Planning

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

Keys to Success

At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.

We look for candidates with these skills to help us achieve that goal:

Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things

Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design

Digital literacy
Discover and apply emerging digital technology tools, data and insights.

Results-oriented
Start with measurable outcomes and drive results with speed

Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation

Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.

Working in Sales

What We Do:
As an expert on our products and services, you can give customers personalized attention and innovative solutions to make their lives easier.

How We Support You:
Starting day one, you’ll have access to resources and incentives to keep you feeling challenged and excited about your careers.

Make An Impact:
As a member of our sales team, you’ll bring a sense of ease and support to customers looking for a better understanding of their protection options. Whether in the field or talking to customers over the phone, you’ll continue to build trust in who we are and what we do.

Working together

You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.

We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.

When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.

Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.