Senior Manager, Service Excellence – Allstate Roadside

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, perf…