Head of Direct Service

Overview

We are Farmers! We are… more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them.

We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.

Farmers is an award winning, equal opportunity employer
, committed to the strength of an inclusive workforce. We support the well-being of our people through our benefits and community partnerships. Helping others in their time of need isn’t just our business – it’s our culture. To learn more about our culture and open opportunities, visit

Work Arrangement:
On-site, Hybrid, or Remote options with a hybrid expectation of at least three days in office and up to two days virtual for employees near a corporate office. Applicants beyond fifty miles may still be considered.

The Head of Direct Service executes on the broader Service strategy and creates infrastructure to service a direct book of business, optimizing processes to support growth across multiple brands. This role oversees all operating functions and utilizes available resources to maximize prompt, accurate, and dependable service to policyholders.

• Provides functional leadership, guidance, and strategic delivery for operational excellence, underwriting fidelity, and retention. Responsible for functional results and efficiency within the direct channel.
• Oversees a $24M budget within Service, driven by personnel, travel, real estate, IT-related and general administrative expenses; influences budget decisions at a functional level within Service.
• Recruit, hire and train staff to meet business requirements.
• Achieve stated service level agreements.
• Establish controls to ensure work processes comply with state laws and regulatory requirements.
• Contribute to corporate GWP and profitability goals through adherence to underwriting rules and guidelines.
• Develop future leaders for the organization.
• Promote teamwork, inclusive leadership, and employee retention.
• Partner with Direct and Customer Experience teams to build and operationalize customer engagement strategy.

• 5-7 years in the insurance or related industry.
• 5-7 years in contact center management.
• Minimum 4 years as a Director-level leader of leaders or equivalent.
• Business case development experience.

• Bachelor’s degree.
• Insurance education such as CPCU or related courses preferred.

Role requires a thorough comprehension of insurance business and its key disciplines and processes. Must be skilled in relationship management and communication with key business partners and executives.

• Insurance products including coverages and underwriting guidelines.
• Modern contact center technologies and tools.
• Process optimization methodology.
• Forecasting, schedule adherence and management of other contact center operating results.
• Operational leadership and people strategy; employee development and performance management.
• Broad knowledge across Payments, Billing, Finance, Operations, Experience Design, and Customer Service.

Job is performed in-person at a Farmers office or virtually. May include field locations. Work environment is indoors with standard safety measures. May involve travel between Farmers offices or locations. Physical requirements include prolonged periods of sitting or standing, occasional lifting up to 50 pounds, and regular use of hands and fingers for typing and actions related to job duties.

• Competitive salary commensurate with experience, qualifications and location.
• Medical, Dental, Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Additional details available in the company offering page

Job Location(s): R_US - United States, US - KS - Kansas City

Anticipated Final date to receive applications:
Open until filled. The recruitment process is designed to find the best talent. Positions often close within 8 to 21 days after posting. If you are interested, please submit your application promptly.

Farmers will consider all qualified applicants, including those with criminal histories, in accordance with applicable laws. Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on protected characteristics.