Salary range is:
$152,833.00 - $180,000.00This position is equity and bonus and/or commission eligible.
CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com.
The Role
As Director of the Operations Support Group (OSG) at CCC Intelligent Solutions, you will lead a high-performing, cross-functional team responsible for delivering operational excellence, workforce optimization, and technology enablement across customer support functions. This strategic role partners with leadership to drive enterprise-wide initiatives that enhance service delivery, system performance, and customer experience. You will champion scalable solutions, modernize contact center operations, and implement advanced labor modeling practices. With a strong focus on continuous improvement, inclusion, and employee engagement, you will play a critical role in aligning operations with CCC’s mission and values.
Key Responsibilities:
Strategic Leadership & Operational Oversight
- Lead and evolve the Operations Support Group, managing operations analysts and system administrators supporting Valuations, Casualty, and Technical Support teams.
- Drive key strategic initiatives involving emerging technologies and innovative solutions.
- Oversee labor modeling and forecasting across multiple business units to ensure accuracy and actionable insights.
- Manage vendor relationships and contract negotiations, including legal and AI governance processes.
Technology Enablement & System Administration
- Oversee configuration, maintenance, and optimization of contact center applications, including NICE CXone, Amazon Connect and Service Cloud Voice.
- Manage contact center technology system upgrades, patches, and performance monitoring to ensure uptime, data integrity, and compliance.
- Provide technical support and training to end-users; maintain documentation for system configurations and troubleshooting.
- Lead the development and maintenance of SOPs, contingency plans, and system documentation to mitigate single points of failure.
- Ensure system stability and timely resolution of technical issues in collaboration with IT and external vendors.
- Collaborate with vendors and internal stakeholders (IT, AI Committee, Security, etc.) to ensure compliance with SOC 2, HIPAA, Telecom Regulations and third-party risk policies.
Process Optimization & Automation
- Champion digital transformation by implementing scalable, AI powered tools.
- Serve as the technology liaison between the business and departments such as IT, Legal, HR, and Product, ensuring alignment of system requirements and compliance.
- Align technology initiatives with Lean Six Sigma and Change Management methodologies.
Data & Analytics Enablement
- Transform operational data into actionable insights to support business decisions and performance improvement.
- Monitor and report on KPIs such as agent productivity, forecast variance, schedule adherence, and ticket response times.
People Leadership & Talent Development
- Mentor and develop high-potential team members, fostering a culture of accountability, inclusion, and continuous learning.
- Promote cross-functional collaboration and lead change management efforts.
- Serve as a role model for CCC’s leadership competencies including strategic thinking, agility, and inclusive leadership.
Requirements:
- Bachelor’s degree or equivalent experience required.
- 7+ years of progressive leadership experience in contact center or service operations.
- Must have strong experience with Salesforce and Amazon Connect with Service Cloud Voice
- Proven experience in enterprise system administration, vendor management, and technology implementation.
- Strong understanding of contact center operations, knowledge management, and data governance.
- Excellent communication, project management, and cross-functional leadership skills.
- Proven track record in project management, process improvement, and cross-functional collaboration.
- Strong analytical, communication, and problem-solving skills.
Core Competencies
- Strategic Thinking & Execution
- Talent Development & Coaching
- Operational Excellence
- Customer Centricity
- Change Leadership
- Communication & Influence
- Innovation & Continuous Improvement
About CCC's Commitment to Employees:
CCC Intelligent Solutions understands that our employees play an integral role in our vision to shape a world where life just works. Our team is defined by our values of Integrity, Customer-Focus, Innovation, Inclusion & Diversity, Tenacity, and Connection. Through diverse perspectives, purposeful innovation, and the strength of connections, our technologies empower the people and industry relied upon to keep lives moving forward when it matters most.
At CCC, together everyone can thrive as we innovate and collaborate, creating employee experiences that just work. We are committed to providing opportunities for our people to make real-life impacts, advance in their careers, and contribute to CCC’s success.
CCC offers competitive compensation and benefits to support you and your families, including:
401K Match
Paid time off
Annual Incentive Plan Performance Bonus
Comprehensive health insurance
Adoption Assistance
Tuition Reimbursement
Wellness Programs
Stock Purchase Plan options
Employee Resource Groups
For more information about our benefits, please check out our careers site.
Here, you belong. You are seen, valued, and respected. We celebrate you for who you are and all you bring. Every voice is heard and is important to our success. You can hear what employees have to say about our culture here
If you require reasonable accommodation to complete a job application, please contact (800) 621-8070.