Allstate
Senior Manager, Service Excellence – Allstate 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
At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description
The Senior Manager, Service Excellence – Allstate Roadside is responsible for leading the strategy, execution, and continuous improvement of learning, quality, and service recovery practices that drive world-class customer experiences across Roadside Assist Center operations.
This role provides end-to-end accountability for ensuring that frontline associates and Rescue Management Team (RMT) employees are equipped, enabled, and supported to deliver high-quality, consistent, and customer-centric service.
The role includes operational oversight of the Rescue Management Team and connects training, quality validation, mitigation execution, and AI-enabled service monitoring to drive improvements in customer experience and operational performance.
Key Responsibilities
Service Excellence Strategy & Execution
-
Lead service excellence strategies aligned to Roadside performance and Voice of Customer goals.
-
Ensure frontline readiness through effective and efficient training aligned to today’s workers.
-
Partner with operations to address performance gaps.
-
Drive continuous improvement in service delivery.
Quality Assurance & Learning Effectiveness
-
Establish closed-loop model: Training → QA → Performance → Improvement.
-
Track QA, error reduction, and partner with Voice of Customer to align insights.
-
Implement effective validation processes and calibration sessions.
-
Lead the implementation of fully automated Quality Assurance capabilities that monitor 100% of customer interactions across both analog and digital channels in real time.
RMT Oversight (Rescue Management Team)
-
Provide strategic and senior level operational leadership for the Rescue Management Team.
-
Ensure alignment to quality and service standards.
-
Monitor mitigation effectiveness and resolution quality.
-
Integrate insights into training and QA programs.
-
Work cross-functionally to determine how agentic AI will be leveraged in conjunction with the Rescue Management Team (RMT) to effectively monitor and intervene as needed throughout the rescue process.
Customer Experience & Quality
-
Ensure a consistent world-class customer experience across the service lifecycle.
-
Align training, QA, and rescue mitigation actions.
-
Promote a culture of quality, accountability, and customer impact.
Data & Continuous Improvement
-
Leverage QA and operational data.
-
Conduct root cause analysis to reduce rescues requiring recovery and mitigation
-
Drive targeted improvements and outcome
Position Requirements
Strategic Leadership (Expert | 10+ years)
-
Demonstrated success developing and executing organizational strategies, leading cross-functional initiatives, and driving measurable business outcomes.
-
Proven ability to influence senior leaders and lead transformational change.
Performance & Quality Management (Expert | 8–10+ years)
-
Extensive experience designing and leading quality assurance, performance management, coaching, and continuous improvement programs.
-
Proven track record of improving operational, customer, and employee performance outcomes.
Learning & Organizational Development (Advanced | 5–8+ years)
-
Experience developing workforce capabilities through training, coaching, knowledge management, and performance enablement strategies.
-
Ability to assess effectiveness and drive sustained behavior change.
Data-Driven Decision Making (Advanced | 5–8+ years)
-
Strong analytical capability with experience using operational, customer, and quality data to identify opportunities, perform root-cause analysis, and drive business improvements.
-
Ability to translate insights into actionable strategies and measurable results.
Technology & AI Transformation (Advanced | 3–5+ years)
-
Experience leading implementation or adoption of AI, automation, analytics, and digital solutions.
-
Demonstrated ability to leverage technology to improve performance, efficiency, and customer outcomes
#LI-SH3
Skills
Artificial Intelligence (AI), Business Strategies, Client Consulting, Employee Supervision, Learning and Development (L&D) Strategy, Quality Assurance (QA), Service Excellence, Service Standards, Stakeholder Management, Strategic Planning, Training
Compensation
**Selected individual must be prepared for international travel.**
The candidate(s) offered this position will be required to submit to a background investigation.
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.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.
To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.
Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.
When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.
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.
Role overview
At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description
The Senior Manager, Service Excellence – Allstate Roadside is responsible for leading the strategy, execution, and continuous improvement of learning, quality, and service recovery practices that drive world-class customer experiences across Roadside Assist Center operations.
This role provides end-to-end accountability for ensuring that frontline associates and Rescue Management Team (RMT) employees are equipped, enabled, and supported to deliver high-quality, consistent, and customer-centric service.
The role includes operational oversight of the Rescue Management Team and connects training, quality validation, mitigation execution, and AI-enabled service monitoring to drive improvements in customer experience and operational performance.
Key Responsibilities
Service Excellence Strategy & Execution
-
Lead service excellence strategies aligned to Roadside performance and Voice of Customer goals.
-
Ensure frontline readiness through effective and efficient training aligned to today’s workers.
-
Partner with operations to address performance gaps.
-
Drive continuous improvement in service delivery.
Quality Assurance & Learning Effectiveness
-
Establish closed-loop model: Training → QA → Performance → Improvement.
-
Track QA, error reduction, and partner with Voice of Customer to align insights.
-
Implement effective validation processes and calibration sessions.
-
Lead the implementation of fully automated Quality Assurance capabilities that monitor 100% of customer interactions across both analog and digital channels in real time.
RMT Oversight (Rescue Management Team)
-
Provide strategic and senior level operational leadership for the Rescue Management Team.
-
Ensure alignment to quality and service standards.
-
Monitor mitigation effectiveness and resolution quality.
-
Integrate insights into training and QA programs.
-
Work cross-functionally to determine how agentic AI will be leveraged in conjunction with the Rescue Management Team (RMT) to effectively monitor and intervene as needed throughout the rescue process.
Customer Experience & Quality
-
Ensure a consistent world-class customer experience across the service lifecycle.
-
Align training, QA, and rescue mitigation actions.
-
Promote a culture of quality, accountability, and customer impact.
Data & Continuous Improvement
-
Leverage QA and operational data.
-
Conduct root cause analysis to reduce rescues requiring recovery and mitigation
-
Drive targeted improvements and outcome
Position Requirements
Strategic Leadership (Expert | 10+ years)
-
Demonstrated success developing and executing organizational strategies, leading cross-functional initiatives, and driving measurable business outcomes.
-
Proven ability to influence senior leaders and lead transformational change.
Performance & Quality Management (Expert | 8–10+ years)
-
Extensive experience designing and leading quality assurance, performance management, coaching, and continuous improvement programs.
-
Proven track record of improving operational, customer, and employee performance outcomes.
Learning & Organizational Development (Advanced | 5–8+ years)
-
Experience developing workforce capabilities through training, coaching, knowledge management, and performance enablement strategies.
-
Ability to assess effectiveness and drive sustained behavior change.
Data-Driven Decision Making (Advanced | 5–8+ years)
-
Strong analytical capability with experience using operational, customer, and quality data to identify opportunities, perform root-cause analysis, and drive business improvements.
-
Ability to translate insights into actionable strategies and measurable results.
Technology & AI Transformation (Advanced | 3–5+ years)
-
Experience leading implementation or adoption of AI, automation, analytics, and digital solutions.
-
Demonstrated ability to leverage technology to improve performance, efficiency, and customer outcomes
#LI-SH3
Skills
Artificial Intelligence (AI), Business Strategies, Client Consulting, Employee Supervision, Learning and Development (L&D) Strategy, Quality Assurance (QA), Service Excellence, Service Standards, Stakeholder Management, Strategic Planning, Training
Compensation
**Selected individual must be prepared for international travel.**
The candidate(s) offered this position will be required to submit to a background investigation.
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.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.
To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.
Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.
When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.
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 Claims
What We Do:
Your ability to quickly and calmly make smart decisions can make a huge difference in how confident customers feel throughout the claims process. And as you support our customers, we’re there to support you.
How We Support You:
We empower your success starting day one. You’ll have access to everything you need to grow professionally while helping our customers get their lives back on track.
Make An Impact:
Helping customers with their claims is about learning their stories, not just processing their paperwork. You can take pride in the fact that you’re providing invaluable guidance and helping to build continued trust in our company.
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.
Role overview
At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.
Job Description
The Senior Manager, Service Excellence – Allstate Roadside is responsible for leading the strategy, execution, and continuous improvement of learning, quality, and service recovery practices that drive world-class customer experiences across Roadside Assist Center operations.
This role provides end-to-end accountability for ensuring that frontline associates and Rescue Management Team (RMT) employees are equipped, enabled, and supported to deliver high-quality, consistent, and customer-centric service.
The role includes operational oversight of the Rescue Management Team and connects training, quality validation, mitigation execution, and AI-enabled service monitoring to drive improvements in customer experience and operational performance.
Key Responsibilities
Service Excellence Strategy & Execution
-
Lead service excellence strategies aligned to Roadside performance and Voice of Customer goals.
-
Ensure frontline readiness through effective and efficient training aligned to today’s workers.
-
Partner with operations to address performance gaps.
-
Drive continuous improvement in service delivery.
Quality Assurance & Learning Effectiveness
-
Establish closed-loop model: Training → QA → Performance → Improvement.
-
Track QA, error reduction, and partner with Voice of Customer to align insights.
-
Implement effective validation processes and calibration sessions.
-
Lead the implementation of fully automated Quality Assurance capabilities that monitor 100% of customer interactions across both analog and digital channels in real time.
RMT Oversight (Rescue Management Team)
-
Provide strategic and senior level operational leadership for the Rescue Management Team.
-
Ensure alignment to quality and service standards.
-
Monitor mitigation effectiveness and resolution quality.
-
Integrate insights into training and QA programs.
-
Work cross-functionally to determine how agentic AI will be leveraged in conjunction with the Rescue Management Team (RMT) to effectively monitor and intervene as needed throughout the rescue process.
Customer Experience & Quality
-
Ensure a consistent world-class customer experience across the service lifecycle.
-
Align training, QA, and rescue mitigation actions.
-
Promote a culture of quality, accountability, and customer impact.
Data & Continuous Improvement
-
Leverage QA and operational data.
-
Conduct root cause analysis to reduce rescues requiring recovery and mitigation
-
Drive targeted improvements and outcome
Position Requirements
Strategic Leadership (Expert | 10+ years)
-
Demonstrated success developing and executing organizational strategies, leading cross-functional initiatives, and driving measurable business outcomes.
-
Proven ability to influence senior leaders and lead transformational change.
Performance & Quality Management (Expert | 8–10+ years)
-
Extensive experience designing and leading quality assurance, performance management, coaching, and continuous improvement programs.
-
Proven track record of improving operational, customer, and employee performance outcomes.
Learning & Organizational Development (Advanced | 5–8+ years)
-
Experience developing workforce capabilities through training, coaching, knowledge management, and performance enablement strategies.
-
Ability to assess effectiveness and drive sustained behavior change.
Data-Driven Decision Making (Advanced | 5–8+ years)
-
Strong analytical capability with experience using operational, customer, and quality data to identify opportunities, perform root-cause analysis, and drive business improvements.
-
Ability to translate insights into actionable strategies and measurable results.
Technology & AI Transformation (Advanced | 3–5+ years)
-
Experience leading implementation or adoption of AI, automation, analytics, and digital solutions.
-
Demonstrated ability to leverage technology to improve performance, efficiency, and customer outcomes
#LI-SH3
Skills
Artificial Intelligence (AI), Business Strategies, Client Consulting, Employee Supervision, Learning and Development (L&D) Strategy, Quality Assurance (QA), Service Excellence, Service Standards, Stakeholder Management, Strategic Planning, Training
Compensation
**Selected individual must be prepared for international travel.**
The candidate(s) offered this position will be required to submit to a background investigation.
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.
Allstate generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.
To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.
Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.
When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.
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 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.
Benefits
Experience the benefits that make Allstate a great place to work.
*Benefits vary based on position.
Health
- Medical, dental and vision coverage
- HSAs and FSAs
- Wellbeing programs
- Free therapy sessions
Retirement
- 401(k) plan
- Pension plan
- Free financial counseling
Work-life balance
- Paid time off
- Work flexibility
Career development
- Talent shares
- Tuition reimbursement
- Learning opportunities
For a full description of Allstate’s benefits visit our benefits page
Start making a difference
Realize your full potential by doing
work that matters.
Grow your career in meaningful ways.
We want to make sure you have every opportunity to grow, explore new horizons and follow your passion in a meaningful career. It’s an exciting time to join Allstate. Help us shape the future.
Ryan / 8 years with Allstate
Business Architect Lead Consultant
June 2025 – Present
Anthony / 11 years with Allstate
New Agent Leader- EA Channel
February 2026 – Present
Michael / 25 years with Allstate
Property Delivery Director
2023 – Present/Remote
Bree / 11 years with Allstate
Unrepresented Bodily Injury Adjuster
December 2022 – Present
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