Job Title: Vice President, Customer Care & Contact Center Shared Services

Location: Remote 

Position Summary

The Vice President, Customer Care & Contact Center Shared Services will lead customer servicing operations for Personal Lines and Life & Retirement while overseeing the centralized capabilities that support both Customer Care and Claims operations. This role blends operational excellence with enterprise transformation, ensuring strong service performance today while building a modern, insight-driven contact center for the future.

The VP will be responsible for contact center operations as well as shared services including Quality Assurance, Workforce Management, Contact Center Technology, Analytics & Insights, Vendor Management, and Operational Modernization. This leader will partner across the organization to deliver exceptional customer experiences while improving efficiency, scalability, and operational discipline.

Key Responsibilities

Customer Care Operations (Policy Servicing)

• Lead end-to-end servicing contact center operations across voice and digital channels.
• Drive performance across key service metrics including service level, abandon rate, average handle time (AHT), first contact resolution (FCR), quality assurance (QA), customer satisfaction (CSAT), net promoter score (NPS), complaint management, and regulatory compliance.
• Foster a strong coaching culture and build frontline leadership capability.
• Drive demand management initiatives to reduce avoidable contacts.
• Partner cross-functionally with Underwriting, Billing, Claims, Distribution, and Product teams to resolve systemic service issues.

Contact Center Shared Services (Customer Care & Claims)

Quality Assurance & Performance Management

• Lead the enterprise QA framework including calibration standards and coaching effectiveness.
• Integrate speech and text analytics to generate actionable insights.
• Ensure governance, compliance, and performance transparency. 

Workforce Management (WFM)

• Oversee forecasting, capacity planning, scheduling, and intraday operations management.
• Manage shrinkage controls and scenario planning.
• Establish a unified workforce management model across internal and outsourced operations. 

Telephony & Contact Center Technology

• Provide operational ownership for contact center platforms including routing, IVR, call recording, and knowledge management tools.
• Partner with IT to define technology roadmaps, integrations, and platform modernization initiatives.
• Simplify and rationalize fragmented or legacy tooling. 

Analytics & Insights

• Establish enterprise dashboards and KPI governance.
• Lead Voice of the Customer (VOC) programs, root-cause analysis, and identification of contact demand drivers.
• Translate insights into operational, training, and digital improvements. 

Vendor Management

• Govern business process outsourcing (BPO) relationships, service level agreements (SLAs), and contract performance.
• Ensure consistent performance management across internal and partner operations. 

Modernization & Automation

• Lead the contact center transformation roadmap, including self-service capabilities, workflow automation, AI-assisted servicing, and digital enablement.
• Develop business cases and oversee ROI realization for modernization initiatives.
• Balance automation with regulatory compliance and customer trust considerations.

Customer Experience Strategy & Governance (Enterprise)

• Own the enterprise Customer Experience function, establishing a cohesive customer-centric strategy aligned with corporate objectives.
• Lead the development and improvement of end-to-end customer journeys across service, claims, and digital touchpoints.
• Establish and govern Voice of the Customer programs, leveraging customer feedback, analytics, and operational insights to drive improvements.
• Define and monitor enterprise CX metrics including NPS, CSAT, Customer Effort Score, and journey-level performance indicators.
• Partner with leaders across operations, claims, marketing, digital, and HR to embed customer-centric behaviors, processes, and performance management across the organization.
• Lead enterprise initiatives that strengthen customer-centric culture and improve brand perception and loyalty. 

Qualifications

Required

• 12+ years of leadership experience in large-scale contact center or customer operations.
• Experience leading Quality Assurance, Workforce Management, and contact center technology governance functions.
• Proven experience managing multi-site and/or outsourced contact center operations.
• Strong analytics orientation with a KPI-driven operating discipline.
• Demonstrated success leading operational transformation initiatives at scale. 
• Bachelor’s degree or equivalent experience.

Preferred

• Personal Lines Property & Casualty insurance or regulated financial services experience.
• Experience integrating customer care and claims support operating models.
• Experience leading contact center platform modernization or technology migrations.

Leadership Profile

• Operational leader who can both run the business and transform it.
• Highly accountable with strong performance orientation.
• Data-driven decision maker.
• Effective cross-functional influencer and collaborator.
• Builds strong frontline leadership and organizational bench strength.
• Customer-focused while maintaining cost discipline and regulatory awareness.

Salary Range: $150,000 - $210,000 (with bonus eligibility)

Job Title: HR Systems & Reporting Specialist

Location: Springfield / Hybrid

Position Summary

Provides day-to-day support, system administration, and optimization across HR platforms including Workday, Greenhouse, Cornerstone, and Everbridge. Ensures data accuracy and system functionality while supporting HR operations through reporting, analytics, and continuous process improvements. Delivers advanced system support across HCM, ATS, and LMS platforms, and partners with HR and business leaders to enhance processes and drive data-informed decision-making. 

Key Responsibilities

• Provide Tier 1–2 support and troubleshooting for HR systems (HCM, ATS, LMS, etc.).
• Create and maintain recurring and ad hoc reports and dashboards.
• Monitor data integrity and perform audits to ensure accuracy and compliance.
• Configure system features and workflows across HR platforms.
• Support system upgrades, testing, and release management activities.
• Partner with stakeholders to define and resolve issues and implement enhancements.
• Document processes, procedures, and user guides.
• Assist with ongoing system maintenance and improvement initiatives.

Requirements

• Bachelor’s degree in business, HR, Information Systems or related field preferred, or equivalent experience.
• 1+ year of experience supporting HR systems or in an HR/IT environment.
• Familiarity with systems such as Workday, Greenhouse, Cornerstone, or Everbridge.
• Strong analytical, problem-solving, and Excel skills.
• Ability to manage multiple priorities and work independently.

Salary range: $66,500.00 - $92,000.00

• Salary is commensurate to experience, location, etc.

Job Title: Vice President, P&C State Product Management

Location: Remote 

Position Summary

The Vice President, P&C State Product Management leads the state-level strategy, performance, and execution for the company’s Personal Lines Auto and Home portfolio across 44 states. This role holds direct accountability for state-level P&L outcomes and drives profitable growth through coordinated actions across pricing, underwriting, rules, forms, segmentation, and portfolio management.

Partnering closely with Pricing/Actuarial, Underwriting, Claims, Distribution, Regulatory, Finance, and Technology, this leader translates performance insights into executable state strategies that improve loss ratios, drive growth, and enhance market competitiveness while ensuring regulatory alignment and operational readiness.

Key Responsibilities

State P&L Leadership & Strategy

• Own profit and growth performance for Personal Lines Auto and Home across 44 states.
• Develop and execute state-specific strategies to achieve target loss ratios, retention, growth, and expense objectives.
• Diagnose performance drivers using internal data and external market intelligence, translating insights into actionable strategies.
• Establish portfolio guardrails and ensure disciplined underwriting and segmentation strategies.

Rate, Rule & Form Execution (in partnership with Pricing/Actuarial)

• Partner with Pricing and Actuarial teams to shape rate indications and state-level pricing strategies.
• Lead the end-to-end rate, rule, and form filing agenda, including proposal development, cross-functional alignment, regulatory submission coordination, and objection management.
• Ensure alignment among pricing strategy, underwriting appetite, claims insights, and operational capabilities.
• Build and maintain strong relationships with state Departments of Insurance.

Portfolio & Risk Management

• Monitor and manage portfolio mix, catastrophe exposure, geographic concentration, and emerging risk trends.
• Identify and implement corrective actions when performance deviates from plan.
• Drive disciplined new business growth aligned with profitability targets.

Cross-Functional Execution Leadership

• Lead the implementation of product changes across Technology, Operations, Distribution, Marketing, and Customer Experience teams.
• Ensure system readiness, field communication, training, and performance monitoring plans are in place.
• Establish a rigorous operating cadence including state performance reviews, action tracking, filing calendars, and post-implementation measurement.

Competitive & Market Positioning

• Maintain a strong understanding of competitor pricing, underwriting posture, coverage positioning, and distribution dynamics.
• Recommend strategic actions to strengthen competitiveness while protecting margins.
• Partner with Distribution leadership to align product strategy with field execution.

Organizational Leadership

• Lead and develop a high-performing team of state product leaders and managers.
• Establish consistent governance, best practices, and performance management across the state portfolio.
• Build organizational capability, leadership bench strength, and succession pipelines.

Success Measures

• Improvement in state-level loss ratio and combined ratio.
• Achievement of rate earned and profitability targets.
• Retention, new business growth, and portfolio mix management outcomes.
• Filing approval cycle times and regulatory effectiveness.
• Execution quality and operational readiness.
• Team engagement and talent development.

Qualifications

Required

• 10+ years of progressive leadership experience in Personal Lines insurance.
• Demonstrated success managing multi-state product portfolios with direct P&L accountability.
• Deep understanding of rate, rule, and form filings and state regulatory environments.
• Proven ability to translate analytics into actionable strategy in partnership with Pricing/Actuarial teams.
• Strong cross-functional leadership experience across Underwriting, Claims, Distribution, and Technology.
• Bachelor’s degree or equivalent experience. 
• Ability to travel 35% - 50%

Preferred

• Experience leading large-scale, multi-state portfolio transformation initiatives.
• Proven success in both profitability remediation and growth acceleration strategies.
• CPCU designation or advanced degree (MBA or similar).
• Experience working within both captive agent and direct-to-consumer distribution models.

Leadership Profile

• Enterprise mindset with disciplined P&L ownership.
• Strong regulatory credibility and negotiation capability.
• Analytical rigor combined with a bias for action.
• Operational awareness to understand downstream impacts of product decisions.
• Strong executive presence and ability to influence across all organizational levels.
• People-focused leader committed to accountability, development, and team performance.

Salary Range: $210,000 to $250,000 (with bonus eligibility) 

The Guidewire PolicyCenter Business Systems Analyst serves as a critical liaison between business stakeholders and technical teams, driving the successful delivery of insurance policy administration solutions. This role is responsible for gathering, analyzing, and translating business requirements into functional specifications within the Guidewire PolicyCenter platform.

Key responsibilities include collaborating with underwriting, product, and operations teams to understand business needs; configuring and supporting PolicyCenter functionalities; facilitating workshops and backlog refinement; and ensuring solutions align with business objectives and regulatory requirements. The analyst partners closely with developers, QA teams, and product owners to support design, testing, and implementation activities across the software development lifecycle.

The ideal candidate brings strong knowledge of Property & Casualty insurance processes, hands-on experience with Guidewire PolicyCenter, and demonstrated skills in requirements elicitation, Agile delivery, and stakeholder communication. A focus on problem-solving, continuous improvement, and delivering high-quality, scalable solutions is essential for success in this role. Up to date Guidewire Analyst ACE certification is required.

Pay Range:

• $66,500.00 - $92,000.00  

Salary is commensurate to experience, location, etc.

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Within the P&C domain, this role supports modernization of the data ecosystem including transition from DHIC (DataHub/InfoCenter) to a CDA (Cloud Data Access) architecture that enables access to Guidewire base tables. The role contributes to building consolidated data assets combining Guidewire with legacy P&C mainframe systems.  Support the phased transition from DHIC reporting structures to CDA-based data access framework.  Experience with Guidewire platforms (PolicyCenter, BillingCenter, ClaimCenter) and familiarity with Guidewire data models.  Experience working with Guidewire DHIC and CDA (Cloud Data Access) frameworks required.  

This position has a wide degree of autonomy, and the incumbent must have the ability to move projects forward based on experience and industry standards.  The position is charged with:

•    Anticipating IT industry future directions and relates it to (Horace Mann) evolving needs This includes evolving enterprise data architecture and Guidewire platform capabilities.
•    Applying expertise for the development, specification and communication of the technology architecture that is applicable to their domain
•    Conforms and contributes to standards and environment needs
•    Flexibility to effectively provide leadership when called upon to provide some project management for single project involving their area of technical expertise
•    Works on multiple projects that require in-depth knowledge across multiple technical areas and business segments. Projects will include Guidewire data integration, P&C reporting solutions, and legacy system data consolidation.
•    Typically works on a defined set of solutions in all lifecycle stages for a particular business domain

This position is a seasoned subject matter expert in multiple technical roles. They must have the capacity to work on multiple projects as project leader or as the subject matter expert.

Challenges
•    Establishing, contributions to and team level enforcement of standards and processes
•    Interweaving technology enhancements into business initiatives
•    Proactively exploiting opportunities to improve the operation’s effectiveness and reduce cost
•    Keeping abreast of changes/innovations in the IT field and applying that knowledge in an effective and timely manner to Horace Mann IT practices
•    Establishing and communicating a cohesive technology direction in partnership with the business initiatives
•    Understanding and communicating how their portfolio cooperates and meets the needs of their business domain
•    Helping establish and communicate the changes needed to modernize the IT systems and business processes while maintaining operations and legacy support

Principle Accountabilities
•    Team conformance and contribution to standards
•    Technical solution planning to meet the needs of their business domain
•    Incorporating technology advancements into existing solutions
•    Communication
•    Team’s delivery of the technical portions of projects

Education and Experience 
Bachelor’s degree in Computer science, Information Systems, or other related field, Or equivalent work experience.  4-6 years of IT work experience in multiple IT areas 1-2 years of project management experience.  Must have a commitment to continuing education.  Appropriate industry certification (s) a plus.

Required Competencies
•    Excellent oral and written communication with a strong sense of professionalism and tact.  Must be able to communicate effectively to IT and Business.
•    Self-motivated and goal-oriented individual.  Demonstrated record of initiative,  record of initiative, adaptability and decision making.
•    Proven ability to seek out and solve problems; go beyond the obvious to gain performance
•    Strong project management skills and solid team-player

Technology Competencies
•    Experience required with Guidewire CDA and DHIC 
•    Experience preferred with Snowflake data platform and cloud data warehousing.
•    Experience preferred with dbt (data build tool) for data transformations, testing, and documentation.
•    Strong experience with Guidewire platforms with an understanding of the data model.
•    Strong working knowledge of dependencies between software development and infrastructure design.
•    Specific to targeted platform – Expert level working knowledge of development and debugging tools
•    Strong working knowledge of database design and query including advanced SQL development for large insurance datasets.
•    Strong working knowledge of SDLC and Project Life Cycle principles
•    Expert level working knowledge of platform specific code repository products
•    Specific to targeted platform – strong working knowledge of client-side and server-side scripting
•    Strong design and documentation skills using tools and techniques such as pipeline design patterns,  DB design, and infrastructure diagrams.

Pay Range:

• $105,200.00 - $147,950.00  

Salary is commensurate to experience, location, etc.

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The Business Engagement Lead – Security & Infrastructure serves as a strategic and operational partner to Horace Mann’s Security & Infrastructure technology teams. This role ensures effective work intake, prioritization, capacity planning, financial management, and performance reporting to support consistent, predictable technology delivery.

This is a full-time position eligible for remote work from approved U.S. states or hybrid work from Springfield, IL. Remote employees should anticipate occasional travel for on-site collaboration and planning sessions.

Key Duties and Responsibilities

Work Intake, Prioritization & Governance

• Develop and manage a standardized intake process aligned to Technology governance practices.
• Facilitate prioritization discussions based on business value, risk, resource availability, and financial impact.
• Ensure all incoming work is properly scoped, documented, and communicated.

Workload, Capacity & Resource Planning

• Maintain visibility into workload, resource allocation, and team capacity across Security & Infrastructure.
• Partner with leaders to forecast staffing needs and identify resource gaps.
• Provide analytical insights to support vendor strategies and contract decisions.

Financial & Budget Management

• Support annual budget planning, quarterly forecasts, and long-term financial strategy.
• Track actual spend versus budget for labor, tools, vendors, and capital initiatives.
• Conduct variance analysis and recommend corrective actions or optimization opportunities.
• Integrate financial implications into prioritization and planning decisions.

Reporting & Performance Insights

• Develop dashboards and reporting that reflect intake status, KPIs, team performance, and financial progress.
• Prepare executive-ready summaries for leadership communication.
• Automate ongoing reporting to improve operational efficiency.

KPI & Operational Performance Management

• Collaborate with leadership to define and track KPIs that reflect operational effectiveness and financial stewardship.
• Identify performance trends and recommend improvements.
• Promote adoption of metrics that improve transparency and accountability.

Stakeholder Engagement & Collaboration

• Serve as a liaison across Security, Infrastructure, PMO, Finance, and Business Units.
• Translate complex technical issues into business and financial context.
• Facilitate roadmap updates, quarterly business reviews, and intake discussions.

Process Improvement

• Document, refine, and standardize processes related to intake, planning, reporting, and financial management.
• Identify opportunities to streamline operations and drive consistency.
• Ensure alignment with Technology Service Management and PMO frameworks.

Required Qualifications

• Bachelor’s degree in Business, Information Systems, Finance, or related field; or equivalent experience.
• 5+ years of experience in business engagement, IT operations, PMO, FP&A, or similar roles.
• Strong financial acumen, including budgeting, forecasting, reporting, and variance analysis.
• Experience with LeanIX, Workday, Excel, or similar tools.
• Excellent analytical, reporting, and communication skills.
• Ability to collaborate across technical, business, and financial teams.
• Ability to manage multiple priorities in a dynamic environment.

Preferred Qualifications

• Understanding of IT Security or Infrastructure concepts (cloud, networking, IAM, operations) preferred but not required.
• Experience supporting technology organizations, IT operations, or service management practices.
• Familiarity with ITIL principles or similar frameworks.

Key Competencies

• Customer Focus
• Accountability
• Collaboration
• Communication Excellence
• Analytical Thinking
• Operational Excellence

Work Environment & Travel Requirements

• Full-time role supporting remote or hybrid work arrangements.
• Remote employees should expect occasional travel (2–4 times per year) for team collaboration and planning.
• Travel is reimbursed in accordance with company policy.

Salary Range:

$105,200.00 - $147,950.00  

Salary is commensurate to experience, location, etc.

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Horace Mann is a purpose-driven company that is passionate about educators. The State Product Manager is responsible for developing, executing, and monitoring personal lines product strategy which comprises industry best practices in terms of product design, competitiveness, and risk management. Works closely with State Management, Underwriting, Regulatory, Research, Claims, IT, Finance and others to drive profitable household growth. Leads the execution of key initiatives to improve the financial performance of the auto and property product lines in assigned states. Performs regular analysis of statewide results vs objectives.

Key Job Responsibilities

• Accountable for generating profitable growth in personal auto and residential property policies.
• Contribute to the development of the P&C rate plan and product enhancement schedule.
• Perform financial, market, and industry analysis.
• Responsible for influencing IT, Research, Pricing, Claims and Regulatory to implement product and pricing enhancements.
• Partner with Marketing and Field Sales teams to develop strategies to drive profitable growth.
• Where necessary, develop marketing strategies and P & C strategies to respond to opportunities to drive growth or address profitability issues.
• Maintain relationships with state regulatory departments and negotiate approval for rate and product changes.
• Define underwriting appetite and work with P&C Underwriting to establish and enforce underwriting guidelines.
• Provide business leadership for addressing regulatory changes, business errors or other unforeseen problems.
• Communicate as needed with agents, field leaders, vendors, and other constituencies on state strategies, system initiatives, and P & C initiatives to achieve key strategic goals.
• Leverage AI and other tools to help build statewide strategies.

Qualifications & Skills

• Bachelor’s degree required, MBA a plus.
• CPCU or other insurance designation a plus
• Minimum of 7 years in P&C product management, product development, underwriting, and/or risk management, preferably with a national or super-regional carrier.
• Direct or indirect leadership experience. Experience operating in a matrix environment is also required given the multifunctional nature of execution of initiatives.

Additional Information

• Normal office environment / or remote access / may work irregular hours.
• Requires some travel (up to 25%).

Pay Range:

• $117,500.00 - $173,300.00  

Salary is commensurate to experience, location, etc.

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